Dwayne Cline
Tortola
Summary
Professional with solid experience in customer service, prepared to excel in this senior role. Proven ability to resolve issues efficiently and enhance customer satisfaction. Strong focus on team collaboration, adapting to changing needs, and delivering results. Skilled in conflict resolution, communication, and process improvement while maintaining high standards. Reliable and results-driven, consistently supporting team success and client happiness.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Specialist
Deputy Governor's Office of the British Virgin Islands
Road Town, Tortola VG1110
05.2024 - Current
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Streamlined communication between customers and internal teams, resulting in increased collaboration and problem resolution.
- Developed and implemented training programs for new hires, contributing to enhanced team performance and productivity.
- Conducted quality assurance evaluations on customer interactions, providing constructive feedback to enhance service delivery standards.
- Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
- Tracked performance metrics to identify areas of improvement, leading to targeted coaching sessions for team members.
- Cross-trained and provided backup support for organizational leadership.
Auto Claims Adjuster
Hanover Insurance (Randstad)
Worcester, MA
10.2022 - 05.2023
- Investigated, evaluated, and settled insurance claims; Negotiated settlements and authorized payments
- Appropriated claim payments the company should payout based on state regulations and guidelines
- Contacted claimants, other involved parties, and law enforcement for additional information; documented geographic information.
- Engaged with customers to better understand needs and deliver excellent service.
- Managed complaints with calm, clear communication and problem-solving.
- Prepared range of written communications, documents and reports.
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
- Managed bookings to optimise team availability.
Purchasing Agent
David Clark Company (Connexion Systems and Engineering Inc.)
Worcester, MA
12.2021 - 09.2022
- Processed requisition of parts and other materials for manufacturing to support the facility using multiple databases
- Scanned and filed relative order documentation for an understanding of pricing history
- Adjusted, reviewed, and coordinated any changes to purchase orders based on changes in logistics with merchant vendors
- Monitored and updated account information for repeat materials ordered to ensure lead-time accuracy.
- Secured competitive prices when purchasing merchandise through wholesalers.
- Consulted with suppliers, reviewed contracts and evaluated quotations.
- Forged and maintained positive working relations with suppliers.
- Controlled inventory supplies to maintain optimal levels to maximum revenue.
- Outlined quantities, costs and delivery dates specifications for purchasing requirements.
- Managed procurement costs, guaranteeing expenditures never exceeded allocated budget.
Order Administrative Assistant
Columbia Tech
Southborough, MA
12.2020 - 07.2021
- Processed purchase orders within a 48 to 72 hour timeframe generating from $1,500 to 2 million dollars in revenue
- Provided support to Amazon customers by providing ship date, promise date, and quotation information when needed
- Collaborated with planning and buying teams to expedite status for urgently needed parts
- Created and updated reports using E10, Excel, and ISupplier software to identify daily units available to ship and review hold status.
- Managed information on company databases for different organisational activities to track history and safeguard accurate information.
- Handled client correspondence and internal communications in professional manner.
- Trained and helped less experienced staff manage workloads and assignments, facilitating fulfilment of organisational objectives.
- Received and responded to high-volume correspondence via email and live chat.
- Identified data discrepancies through careful analysis, promptly researching issues for quick resolutions.
Inside Sales Representative
Coorstek, Inc.
Worcester, MA
03.2018 - 03.2020
- Managed 2 top accounts generating $500,000 to over $1 million annually and supported management of top account generating over $2 million annually
- Provided salesforce training to locations in the northeast US and Canada
- Served as liaison between customers, engineering, production, QA, and procurement
- Interpreted/integrated customer requirements and contractual commitments from inquiry to shipping.
- Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications.
- Demonstrated strong communication and time management skills to meet and exceeded sales targets.
- Negotiated customer pricing within agreed guidelines to achieve margin targets.
- Kept clients updated on latest relevant deals by sending targeted newsletters using company CRM software.
- Documented orders and coordinated deliveries, taking into account customer requests.
Debt Collector
Receivables Outsourcing, Inc.
Worcester, MA
10.2017 - 01.2018
- Processed and reviewed up to 100 delinquent accounts from 10+ hospitals
- Assisted debtors with account reconciliation by ensuring understanding of statement and payment process
- Ensured accuracy of debtor information in both a customer relationship managements system and an internal AS400 database.
- Met demands of busy collections group by performing high volume of daily calls.
- Processed payments over phone and set up recurring drafts.
- Confirmed payment arrangements and finalised customer payment dates and contact information.
- Showed tact and diplomacy when communicating with customers and resolving conflicts.
- Drew up official agreements of payment satisfying both parties.
Member Appeals and Grievances Coordinator
Fallon Health Insurance
Worcester, MA
09.2013 - 07.2017
- Managed a monthly caseload of up to 50, with a closure rate of 4-10 weekly
- Reviewed escalated concerns within MassHealth/Medicare/Medicaid guidelines for HIPAA compliance, as well as within state regulations
- Resolved all concerns within the Medicaid/Medicare timeframe of 30 days for non-expedited and 72 hours for expedited
- Collaborated with medical directors on approving or denying decisions based on benefits and company/state medical regulations.
- Oversaw workers' compensation claims, investigating and compensating genuine cases to improve trust among contractors in future collaborations.
- Managed deadlines and progress across team to facilite project delivery within stipulated timelines.
- Provided for orderly and timely delivery of annual audit to gain insight into areas of improvement.
- Provided team members with resources needed to complete project work to maximise efficiency.
- Oversaw risk management, identifying and evaluating risks to prevent negative impact on desired outcomes.
- Managed smooth operations and communicated timely updates to coordinate administrative activities.
Education
Associated Credits Earned -
Dean College
Skills
- Microsoft Office/ Outlook
- Floor supervision
- Resourcefulness
- Inventory Management
- Customer Service / Account Management
- Team Leadership
- Public Speaking
- Complaint handling
- Conflict management
- Problem-Solving
- Communication Skills
- Supply Chain Assistance
- Call center experience
- Coaching and mentoring
- Documentation review
WEBSITES, PORTFOLIOS AND PROFILES
http://www.linkedin.com/pub/dwayne-cline/21/452/463
Languages
Spanish
Limited Working
Timeline
Senior Customer Service Specialist
Deputy Governor's Office of the British Virgin Islands
05.2024 - Current
Auto Claims Adjuster
Hanover Insurance (Randstad)
10.2022 - 05.2023
Purchasing Agent
David Clark Company (Connexion Systems and Engineering Inc.)
12.2021 - 09.2022
Order Administrative Assistant
Columbia Tech
12.2020 - 07.2021
Inside Sales Representative
Coorstek, Inc.
03.2018 - 03.2020
Debt Collector
Receivables Outsourcing, Inc.
10.2017 - 01.2018
Member Appeals and Grievances Coordinator
Fallon Health Insurance
09.2013 - 07.2017
Associated Credits Earned -
Dean College