Dasha Lyke
Atlanta,GA
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
8
8
years of professional experience
Work History
Customer Service Representative IRS
Internal Revenue Service, IRS
11.2024 - 09.2025
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided EIN numbers and business information.
- Handled emails/faxing.
- Handled inventory cases/return documents for Taxpayers.
- Built strong relationships with taxpayers through professional communication and timely responses to inquiries.
- Assisted taxpayers with understanding complex tax laws, providing clear explanations and guidance.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
- Supported the development of internal policies by providing expert input on taxation matters in meetings and discussions.
Customer Sales Support Representative
Stream Labs / REMOTE
05.2023 - 11.2024
- Managed over 100+ inbound/outbound calls a day.
- Boosted customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted in the development of sales training materials, sharing best practices and valuable insights with new team members to accelerate onboarding and performance.
- Assisted customers with product selection, providing in-depth knowledge of features and benefits.
- Developed strong relationships with key clients by consistently exceeding expectations in terms of service quality and reliability.
- Managed high-volume calls, effectively handling customer inquiries and complaints.
- Streamlined sales processes for improved efficiency and increased revenue.
Customer Service Representative Agent
Infosys
09.2020 - 04.2023
- Managed over 100+ inbound & outbound call to assist clients with their mortgage to prevent foreclosure on their homes.
- Managed clients with payoff quotes / letters or refinancing options.
- Explained escrow analysis and payment history to clients.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Required to take and schedule mortgage payments to their mortgage and also required to mail out documents to clients who needed assistance due to any hardships.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated clients on their terms and conditions of their mortgage loan.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Medical Billing Specialist/Scheduler
The Pain Center
02.2018 - 08.2020
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assisted in reducing no-shows by implementing reminder calls and appointment confirmation protocols.
- Promoted a positive office culture through clear communication, collaboration, and mutual respect among team members during all aspects of appointment scheduling tasks.
- Supported clinic operations by assisting with administrative tasks such as filing, data entry, and phone management when needed.
- Set up appointments with interested customers according to schedule availability.
- Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
- Provided exceptional customer service to both patients and insurance representatives, resolving inquiries quickly and professionally.
- Identified and resolved patient billing and payment issues.
Customer Service Representative
Xfinity Comcast
12.2017 - 12.2018
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed and updated databases to handle customer data.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Handled over 100+ outbound/inbound Tech Calls a day.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed timely and effective replacement of damaged or missing products.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Researched product and issue resolution tactics to address customer concerns.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Cobb County School
Atlanta, CA05.2014
Skills
- Customer service
- Problem-solving
- Active listening
- Product knowledge
- Time management
- Data entry
- Live chat support
- Follow-up skills
Timeline
Customer Service Representative IRS
Internal Revenue Service, IRS
11.2024 - 09.2025
Customer Sales Support Representative
Stream Labs / REMOTE
05.2023 - 11.2024
Customer Service Representative Agent
Infosys
09.2020 - 04.2023
Medical Billing Specialist/Scheduler
The Pain Center
02.2018 - 08.2020
Customer Service Representative
Xfinity Comcast
12.2017 - 12.2018
High School Diploma -
Cobb County School