Wanda Lenoir
Monroe
Summary
Customer Service Agent with a strong track record at DMI Holdings, specializing in quality control and HIPAA compliance. Expertise in resolving escalations and improving customer satisfaction through effective communication and problem-solving. Consistently meets KPIs while building robust client relationships in a high-pressure call center environment.
Overview
18
18
years of professional experience
Work History
Customer Service Agent
DMI Holdings
Highland Park
06.2022 - 04.2025
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Ensured customer satisfaction by providing accurate information and resolving customer issues.
- Developed strong relationships with customers by responding promptly to inquiries.
- Greeted customers in a friendly and professional manner.
- Refined and demonstrated excellent listening skills by asking probing questions and overcoming objections.
- HIPPA Law
- Insurance Claim Processing
- Managed Care (PPO, HMO, and POS)
- Inbound/Outbound Call Center
Security Shift Shift Lead
Securitas USA
04.2007 - 06.2020
- Managed access control systems to secure premises and sensitive areas.
- Maintained accurate records of security incidents and responses for compliance purposes.
- Participated in weekly meetings with management team to discuss any security concerns or updates.
- Responded promptly to customer inquiries or complaints regarding security issues.
- Managed scheduling and deployment of security personnel across various shifts.
- Supervised property entrances and exits and monitored employee safety.
- Conducted regular security patrols to identify and mitigate potential threats.
- Developed detailed reports on incidents and submitted them to management for review.
Education
Associate of Science - Criminal Justice
Career Technical College
Monroe LA07-2006
High School Diploma -
Carroll Highschool
Monroe LA05-1991
Skills
- Quality Control
- Service-oriented self-starter
- HIPPA Compliance
- Call center operations
- Problem solving
- KPI management
- Empathetic and genuine
- Reliability and punctuality
- Live chat support
Languages
English
Professional
Timeline
Customer Service Agent
DMI Holdings
06.2022 - 04.2025
Security Shift Shift Lead
Securitas USA
04.2007 - 06.2020
Associate of Science - Criminal Justice
Career Technical College
High School Diploma -
Carroll Highschool
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