Dionne Bernard

Dependable Customer Service Professional with 9+ years’ experience in high-volume call centers, managing over 60 inbound calls daily. Skilled in problem-solving, HIPAA compliance, and healthcare enrollment. Proficient in Microsoft Office and adept at adapting to new software. Recognized for strong telephone etiquette, cash handling, and the ability to resolve complex customer issues efficiently.

Food Pantry Supervisor - Beyond Walls Inc. - Brooklyn, NY

(2025-07)

• Facilitated food distribution and managed receipt of food shipments, ensuring efficient inventory flow and timely support for community members in need.

Ticket Agent / Customer Service Representative - Greyhound Bus Lines - New York, NY

(2017-08 - 2024-08)

• Provided schedule, routing, transfer, and current fare information to customers, enhancing travel planning and customer satisfaction.
• Prepared accurate travel documents (tickets) by computer or handwritten methods, ensuring error-free processing for all transactions.
• Reissued or re-routed tickets as necessary, resolving travel disruptions and maintaining high customer retention.
• Accepted payments for ticket transactions, provided accurate change or document adjustments, and followed proper cash handling procedures to ensure financial accuracy.
• Presented tickets in envelopes with gate numbers and departure times affixed, and attached baggage tags, streamlining passenger boarding and baggage processes.
• Ensured ID tags were attached to all baggage, verified compliance with transportation requirements, charged for excess baggage, and encouraged carry-on of small articles.
• Informed customers about baggage procedures, including coach-side delivery and special handling tags, to ensure smooth travel experiences.
• Completed end-of-shift reports, ensuring all supporting documents and deposit information were accurate, and prepared blue slips to explain discrepancies.
• Followed core standards with all customers, maintaining professionalism and consistency in service delivery.
• Directed customers to appropriate terminal areas for desired services and answered phones, improving operational efficiency.
• Guided passengers to correct loading gates or areas for departures and connections, reducing confusion and delays.
• Checked station, baggage, and express areas frequently for stray or lost items, processing them promptly to maintain security.
• Performed other duties as assigned, contributing to overall station operations and customer satisfaction.

Customer Service Representative - Medical Transportation Management - Brooklyn, NY

(2016-12 - 2017-03)

• Reported directly to Team Manager as Broker Agent of Access-A-Ride, managing over 60 inbound calls daily regarding non-emergent transportation scheduling.
• Applied active listening skills to obtain information from callers in a professional, organized, and systematic manner, improving call resolution rates.
• Confirmed benefits and verified eligibility for transportation, recorded trip details, and used vehicle tracking software to inform members of ride locations.
• Resolved customer issues and complaints independently, maintaining professionalism and confidentiality to enhance member satisfaction.
• Prioritized and completed multiple tasks efficiently in a fast-paced environment, ensuring timely service for all members.

Enrollment Representative / Customer Service Representative - Aerotek Staffing Agency - New York, NY

(2015-06 - 2016-11)

• Assigned onsite for Maximus Inc. and reported directly to Call Center Manager, supporting enrollment operations.
• Developed and demonstrated knowledge of all company programs by accurately presenting them to members, educating consumers on affordable health care structures including Medicare, Medicaid, and QHP.
• Enrolled families and individuals in Connecticut Market Place Insurance plans, completed applications, gathered documents for verification, and submitted accurate recertification paperwork.
• Troubleshot online enrollment processes, identified and resolved issues, and ensured seamless application experiences for members.

Childcare Provider - Brooklyn, NY

(2014-09 - 2015-05)

• Supervised and ensured the safety and well-being of children, prepared and organized meal times, bathed, dressed, and changed infants, and communicated issues with parents.

Customer Care Representative - Aegis Communication Inc. - New York, NY

(2010-01 - 2014-08)

• Interacted directly with customers to provide and gather information for services, advising members on authorization status for medical procedures and prescriptions.
• Answered busy phones, took detailed messages, routed calls, updated member demographics, and resolved customer complaints efficiently and professionally.
• Navigated automated information systems to analyze customer situations, researched billing and claim issues, and interpreted and resubmitted medical and pharmacy claims for correct processing.
• Placed requests for lost or stolen identification cards and information booklets, ensuring members received timely access to benefits and provider information.

Assistant Youth Director/Choir Director - Bethel Worship Center - Brooklyn, NY

(2003-04 - 2013-02)

• Provided leadership to youths, organized group activities, and built trust with troubled teens, acting as a bridge between teens and their parents.
• Met with Pastor and committee leaders to evaluate Sunday School programs, set agendas for meetings, and planned events to enhance youth engagement.

Medical Assistant Internship - Rutland Medical Plaza - Brooklyn, NY

(2009-10 - 2010-01)

• Handled insurance verifications, referrals, and prior-authorization requests for medical procedures, coordinated transportation for patients, and collected co-payments from insured and non-insured patients.

Theology (College) - Athanasius School of Ministry (2009-04)

Psychology (BA) - Medgar Evers College (2002-08 - 2007-06)

High school diploma or GED

Some college