D’Jania Nunn
McDonough
Summary
Experienced customer service professional skilled in efficiently and effectively resolving customer concerns. Recognized for fostering collaborative team efforts and consistently achieving results. Demonstrates reliability, adaptability, exceptional communication, and conflict resolution skills.
Overview
14
14
years of professional experience
Work History
Customer Advocate
Delta Dental of California
01.2022 - Current
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Documented customer concerns and inquiry resolutions in internal computer system.
Center Sales Manager
Advance America
08.2020 - 12.2022
- Marketing, promote and sale current services and products
- Responsible for leading, training, recruit, scheduling staff
- Supported sales team members to drive growth and development
- Established sales goals and strategies that contributed to increased growth in sales and profitability
- Implemented creative sales and marketing strategies to assist sales team with reaching targets
- Streamlined sales processes to improve efficiency and productivity within the team.
Customer Service Representative
Federal Consolidation
01.2020 - 03.2020
- Company Overview: Federal Student Loan Forgiveness Company
- Enroll and re-certify clients into federal student loan programs
- Documented conversations with customers to track request problem and solutions
- Assisted customers in making payment on accounts and setting up payment plans
- Informed customers about billing procedures, processed payment and provided payment options
- Federal Student Loan Forgiveness Company
Member Service Representative
TTEC
01.2019 - 04.2019
- Processed transfers, disputes, fraud claims, stop payments, overdraft, and NSF
- Fulfilled diverse duties to provide customer service, maintain and open new accounts
- Verified amounts and integrity of every check or funds transfer
- Identified customer financial needs, goals, and objectives and offered appropriate financial products that suit needs
Customer Service Representative
Inspiritec
08.2018 - 01.2019
- Explain and verify eligibility of benefits and give correct resolution in a timely manner
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities
- Created individualized proposals for clients to include overage options, premiums, and enrollment guidelines
- Participated in weekly training sessions to improve product knowledge and enhance company growth
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations, and resolving problems to maximize efficiency
Lead Child and Youth Program Assistant
Ft. Knox CDC
11.2010 - 06.2018
- Maintain control and account in ratio of the whereabouts and safety of children
- Complied with all rules, regulations, and procedures by providing committed and dedicated care, supervision, and assistance to program children and youth
- Implemented fun and educational activities appealing to large number of children and maintained high level of participation
- Used active listening to collaborate and communicate with children, fellow personnel, and parents
Education
MBA - Health Service Management
DeVry University
Chicago Heights, IL02-2022
Bachelor of Science - Early Childhood Development
Kaplan University
10.2015
Skills
- Relationship Development
- Service-driven sales
- Financial records analysis
- Quality assurance controls
- Records maintenance
- Resilience
- Strong Verbal/Written Communication
- Strategic Problem Resolution
- Customer Interaction Skills
- Data Management Proficiency
Accomplishments
- Promoted from Customer Service Representative to Center Sales Manager in less than 6-months.
- Led team to achieve quarterly bonus, earning recognition from upper management and financial reward.
- Operation Excellence in Customer Service.
Volunteer Work
- Maintained clean, neat, and operational facilities to serve program needs.
- Team Smile, 2022, 2023, 2024
- Big Brother Big Sister of America, 11/01/16-11/01/19
- American Red Cross, 09/01/19- 03/01/20
Timeline
Customer Advocate
Delta Dental of California
01.2022 - Current
Center Sales Manager
Advance America
08.2020 - 12.2022
Customer Service Representative
Federal Consolidation
01.2020 - 03.2020
Member Service Representative
TTEC
01.2019 - 04.2019
Customer Service Representative
Inspiritec
08.2018 - 01.2019
Lead Child and Youth Program Assistant
Ft. Knox CDC
11.2010 - 06.2018
Bachelor of Science - Early Childhood Development
Kaplan University
MBA - Health Service Management
DeVry University
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