Dwayne Plummer, Mpa Email & Phone Number

Bridgeport, Connecticut, United States

• Identify and/or address customer needs by using appropriate needs identification methods, providing information or completing a service transaction in response to incoming questions regarding Bank products and/or.
• Proactively engage with all customers to identify cross-sell or service opportunities to contribute to customer retention and relationship expansion.
• Identify opportunities to suggest alternative Bank products or services to better suit the needs of customers while contributing to customer retention and expanding their overall relationship with the Bank.
• Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner; escalate complex problems as appropriate to ensure their resolution.
• Take ownership of the customer issue until resolution or escalation and follow-up with the customer once servicing is complete to ensure their immediate needs and expectations have been met.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.

Stratford, Connecticut, United States

• Maximized efficiency and time use by implementing new tracking and follow-up systems
• Increased sales of Life Insurance and Mortgage Protection by strategizing the type of engagement method used based on customers
• Recruited for open positions through social media such as Instagram and LinkedIn
• Conducted Needs Analysis to determine the best insurance coverage for individual families
• Completed and submit application for Insurance coverage
• Trained and Managed a team of Insurance Agents

Valhalla, New York

• Established business relationships with affiliated hospitals hosting students’ clinical assignments
• Strengthened communication between various departments to uphold the standards of medical school accrediting bureau (LCME) while serving on multiple professional committees
• Generated, analyzed, and edited reports for Deans, affiliated hospitals, and other departments
• Determined student eligibility by processing and assessing applications
• Oversaw student requests for internal and external clinical assignments
• Enhanced student learning experience by issuing recommendations for improvements

• Impacted 800 students by maintaining academic files with diligence and accuracy
• Filled staffing demand across 3 offices by leveraging excellent schedule management
• Delivered exceptional services as assistant to the Senior and Assistant Deans for Students
• Wrote and submitted letters of good standing on students' behalf to rotation sites and business entities
• Kept all projects and initiatives on track by delegating tasks to office staff
• Oversaw content development for the University's outside opportunities website

• Coordinated the recruitment process of student Call Center Representatives
• Scheduled and conducted interviews to determine candidates’ eligibility for available positions
• Scheduled student CCRs for New Hire Orientation and Training
• Participated in campus recruitment events on different CUNY campuses
• Assisted with New Hire Packages, payroll and other HR functions
• Assisted in the evaluation process of CCRs

Administered quality assurance and training programs for SPS Helpdesk staff, operations support staff and SPS partnered agenciesImplemented new policy and programs relating to admissions, financial aid, registrar and student services to ensure compliance with SPS and University-wide policiesServed as deputy to the Asst Director of Operations and User.

• Collaborated with call center managers, supervisors and team leaders to analyze weekly quality assurance data and possible trends
• Coached call center representatives, supervisors and managers on best practices to improve call center quality and customer satisfaction
• Facilitated calibration sessions with team leaders, supervisors, and senior staff to deliver performance results of the call center staff
• Performed analysis and recordings of quality performance scores for call center procedures and standards
• Monitored and evaluated live and pre-recorded calls, and performed coaching sessions based on results

Master Of Public Administration, Management And Operations

Activities and Societies: American Society For Public Administration

Bachelor Of Business Administration, Human Resources Management / Professional Writing

Activities and Societies: Golden key International Honors Society

Business Administration And Management, General