Amani Dixon
Dacula
Summary
Strategic and results-driven Customer Experience Specialist with 7+ years of progressive experience in digital support, quality assurance, and remote operations. Proven ability to manage high-volume workflows (70+ daily interactions; 1,700+ monthly digital cases) while maintaining 95%+ customer satisfaction. Recognized for analytical problem-solving, workflow optimization, and written communication excellence. Adept at resolving escalations, improving documentation accuracy, and driving measurable performance improvements in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Cardinal Health
10.2023 - 01.2026
- Manage escalated digital support cases submitted through chat and email, providing detailed explanations and clear resolution steps.
- Provide advanced troubleshooting support for online tools and feature navigation.
- Earned recognition for consistent reliability and high-quality written communication. High-volume data entry: 70 WPM with proven accuracy standards. Managed 70+ inbound calls daily while maintaining 95% customer satisfaction and exceeding resolution performance goals.
New Patient Specialist
Advanced Diabetes Supply
06.2021 - 09.2023
- Delivered chat and email support for complex account updates, subscription adjustments, and feature-related questions.
- Strengthened written response accuracy by 9% while managing 1700+ digital inquiries per month. Investigated multi-layer user concerns by reviewing logs, account activity, and system behavior. Maintained precise records for each case to support clean follow up and accurate reporting. Shared updated explanation notes for recurring customer issues to improve team efficiency.
- Created a structured communication template that reduced time spent drafting repetitive messages.
Quality Assurance Manager
AllGood Plumbing, Heating, & Cooling
02.2019 - 05.2021
- Assisted customers exclusively through chat and email, offering clear instructions for account access and online feature troubleshooting.
- Established and tracked the goals and objectives of the quality department. Enhanced ticket organization quality by 10% through consistent tagging and structured digital case sorting.
- Documented all interactions with detailed notes to support reporting and internal analysis. Provided stepwise service explanations to reduce repeat support inquiries. Ensure compliance with company policies and regulatory guidelines.
- Provided staff coaching, training, and performance feedback. Contributed written reference guides for common customer issues to support team productivity.
Education
High School Graduate - Business Management
Berkmar High School
05.2014
Skills
- Chat Support Troubleshooting Guidance
- Email Support Remote Collaboration
- Escalation Handling Workflow Prioritization
- Digital Problem Solving Attention to Detail
- Ticket Management Knowledge Base Updates
- Documentation Accuracy Process Improvement
- CRM Platforms Data Entry
- Account Updates Time Management
- Leadership
- Microsoft excel
- Microsoft word
Accomplishments
- Took ownership of complex escalations, serving as a trusted resource for resolving high-impact customer concerns and preventing further issue recurrence.
- Proactively identified workflow inefficiencies and implemented structured documentation improvements that enhanced team productivity and response consistency.
- Acted as an informal team lead by guiding peers on best practices for case handling, escalation management, and written communication standards.
- Strengthened quality assurance outcomes by reviewing case trends and recommending process refinements to leadership.
- Demonstrated leadership presence in high-volume environments by balancing productivity, accuracy, and customer experience without performance decline.
- Collaborated cross-functionally with operations and technical teams to resolve recurring system-related issues impacting customers.
Timeline
Customer Service Specialist
Cardinal Health
10.2023 - 01.2026
New Patient Specialist
Advanced Diabetes Supply
06.2021 - 09.2023
Quality Assurance Manager
AllGood Plumbing, Heating, & Cooling
02.2019 - 05.2021
High School Graduate - Business Management
Berkmar High School