Dionna Cassoni
Senior Customer Service Representative at ProLiteracy Worldwide- Claim this Profile
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Bio
Credentials
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Notary Public
New York StateJan, 2022- Sep, 2024
Experience
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ProLiteracy Worldwide
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United States
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Non-profit Organizations
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1 - 100 Employee
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Senior Customer Service Representative
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Sep 2021 - Present
Manage complex orders for customers who have unique ordering requirements, and document outcomes with the warehouse, sales team, and customer service. Address and develop procedures within NetSuite and identify solutions for customers and sales reps. Review daily orders and evaluate reports. Resolve customer issues and complaints. Assist the accounting team with invoicing, recording, and reviewing customer returns, credits, and payments Manage complex orders for customers who have unique ordering requirements, and document outcomes with the warehouse, sales team, and customer service. Address and develop procedures within NetSuite and identify solutions for customers and sales reps. Review daily orders and evaluate reports. Resolve customer issues and complaints. Assist the accounting team with invoicing, recording, and reviewing customer returns, credits, and payments
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National Grid
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United Kingdom
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Utilities
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700 & Above Employee
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Customer Service Representative 2
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Jan 2018 - Jan 2022
Provide excellent customer service to customers seeking information regarding their utility bill in a high-volume call center. Issuing meter investigation order and resolved customer high-bill concerns. Report power outages and ensure that gas emergencies are properly dispatched. Set up payment agreements and resolved collections matters. Transfer excess credits and refunds. As well as process payments and arrange payment agreements. Resolved customer issues including user… Show more Provide excellent customer service to customers seeking information regarding their utility bill in a high-volume call center. Issuing meter investigation order and resolved customer high-bill concerns. Report power outages and ensure that gas emergencies are properly dispatched. Set up payment agreements and resolved collections matters. Transfer excess credits and refunds. As well as process payments and arrange payment agreements. Resolved customer issues including user access and navigation of the company’s site. Show less Provide excellent customer service to customers seeking information regarding their utility bill in a high-volume call center. Issuing meter investigation order and resolved customer high-bill concerns. Report power outages and ensure that gas emergencies are properly dispatched. Set up payment agreements and resolved collections matters. Transfer excess credits and refunds. As well as process payments and arrange payment agreements. Resolved customer issues including user… Show more Provide excellent customer service to customers seeking information regarding their utility bill in a high-volume call center. Issuing meter investigation order and resolved customer high-bill concerns. Report power outages and ensure that gas emergencies are properly dispatched. Set up payment agreements and resolved collections matters. Transfer excess credits and refunds. As well as process payments and arrange payment agreements. Resolved customer issues including user access and navigation of the company’s site. Show less
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Records Supervisor
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Nov 2016 - Jan 2018
Direct supervisor for 11 employees, covering multiple units within the Sheriff’s office and Records department. Enforced policies, procedures, and collective bargaining agreement. Maintained confidential reports and records in accordance with New York State retention standards Completed daily account reconciliations as well as monthly audits for the County’s Finance Department while ensure 100% accuracy. Developed training and procedural manuals. Resolved employee and customer… Show more Direct supervisor for 11 employees, covering multiple units within the Sheriff’s office and Records department. Enforced policies, procedures, and collective bargaining agreement. Maintained confidential reports and records in accordance with New York State retention standards Completed daily account reconciliations as well as monthly audits for the County’s Finance Department while ensure 100% accuracy. Developed training and procedural manuals. Resolved employee and customer issues and concerns. Show less Direct supervisor for 11 employees, covering multiple units within the Sheriff’s office and Records department. Enforced policies, procedures, and collective bargaining agreement. Maintained confidential reports and records in accordance with New York State retention standards Completed daily account reconciliations as well as monthly audits for the County’s Finance Department while ensure 100% accuracy. Developed training and procedural manuals. Resolved employee and customer… Show more Direct supervisor for 11 employees, covering multiple units within the Sheriff’s office and Records department. Enforced policies, procedures, and collective bargaining agreement. Maintained confidential reports and records in accordance with New York State retention standards Completed daily account reconciliations as well as monthly audits for the County’s Finance Department while ensure 100% accuracy. Developed training and procedural manuals. Resolved employee and customer issues and concerns. Show less
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Dee's Property Maintenance LLC
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United States
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Facilities Services
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Owner
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Jun 2003 - May 2016
Owned and operated a full-scale property maintenance company that exceled in exterior and interior maintenance. Employed and trained 15 employees to perform apartment turn overs, lawn maintenance, emergency storm cleanup, snowplowing, property clean outs, janitorial services as well as general maintenance repairs, with total customer satisfaction being our ultimate goal. Grew customer base by 75% through organizing customer focused events as well as advertising and marketing using… Show more Owned and operated a full-scale property maintenance company that exceled in exterior and interior maintenance. Employed and trained 15 employees to perform apartment turn overs, lawn maintenance, emergency storm cleanup, snowplowing, property clean outs, janitorial services as well as general maintenance repairs, with total customer satisfaction being our ultimate goal. Grew customer base by 75% through organizing customer focused events as well as advertising and marketing using social and print media. Created and maintained the company website. Performed day to day administrative duties including; bookkeeping, payroll and human resources activities . Show less Owned and operated a full-scale property maintenance company that exceled in exterior and interior maintenance. Employed and trained 15 employees to perform apartment turn overs, lawn maintenance, emergency storm cleanup, snowplowing, property clean outs, janitorial services as well as general maintenance repairs, with total customer satisfaction being our ultimate goal. Grew customer base by 75% through organizing customer focused events as well as advertising and marketing using… Show more Owned and operated a full-scale property maintenance company that exceled in exterior and interior maintenance. Employed and trained 15 employees to perform apartment turn overs, lawn maintenance, emergency storm cleanup, snowplowing, property clean outs, janitorial services as well as general maintenance repairs, with total customer satisfaction being our ultimate goal. Grew customer base by 75% through organizing customer focused events as well as advertising and marketing using social and print media. Created and maintained the company website. Performed day to day administrative duties including; bookkeeping, payroll and human resources activities . Show less
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New York State Department of Motor Vehicle
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United States
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Government Administration
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1 - 100 Employee
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Motor Vehicle Representative
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May 2012 - Aug 2015
Provided high quality customer service to customers seeking information regarding licenses, registrations, identification, testing, insurance, penalties and hearings. Reviewed required applications and supporting documentation for accuracy and completeness in order to enter data into the New York State Department of Motor Vehicle’s Central Computer. Operated telecommunication consoles, cameras, photocopiers, fax machines, scanners, computers and other office equipment. Provided high quality customer service to customers seeking information regarding licenses, registrations, identification, testing, insurance, penalties and hearings. Reviewed required applications and supporting documentation for accuracy and completeness in order to enter data into the New York State Department of Motor Vehicle’s Central Computer. Operated telecommunication consoles, cameras, photocopiers, fax machines, scanners, computers and other office equipment.
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Education
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1998 - 2000
Onondaga Community College
Associates in Applied Science, Computer Information Systems -
2009 -
Le Moyne College
Computer and Information Sciences and Support Services
Community
