Front Desk Receptionist

Dianne Baylis
Supervisor, Manager, Customer Service
Allentown, PA 18109 - 484-664-0374
Customer service, customer oriented, customer escalations, billing, filing, technical support, sales,
advertisement, powerpoints.
Interest is Managing people, very customer oriented, people skills..
Authorized to work in the US for any employer
AVP-Assistant Vice President
Iqor-Iberdrola USA - Bethlehem, PA - May 2013 to April 2016
Dianne Baylis
307 N Jerome Street
Allentown, Pa 18109
Objective: Seeking a position to offer my 15 years of Technical Wireless Expertise Customer Service or any
other field given opportunity that enables me to further my knowledge and Career Development.
Nationwide Insurance Office Agent/Public Relations Manager
04/27/2012 to present
Taking inbound/outbound calls to clients, taking payments, viewing bills, filing paperwork, faxing, printing out
id financial responsibility cards, deposits, and remittance reports, have 24 hr pre-licensing certificate for Car/
home/life insurance.
Technical Supervisor/Manager T-Mobile
I manage a team of sixteen reps including a Senior Rep on Observing calls, providing coaching feedback
after scoring the quality of calls, managed quarterly review of their job performance, approved attendance and
timesheet, and creating reports for job expectations. Career developed reps to different Tiers. Power point
presentations were presented to CEO on job performance. Performed Hiring interviews as well as releasing
employees on not meeting expectations on job performance. Worked closely and responsible with Equipment
Deployment, Customer Care implementation, Troubleshooting, Engineering Outsourcers, and Site Directors.
Point of Contact (POC) when management or CEO out of the office and ensure the call center was running
business as usual
Received multiple awards for the Highest ranked Supervisor in the Nation of 33 call centers
Awarded several trips including Las Vegas, Austin Nevada and Hawaii for Winning highest award in recognition
by my peers
Customer Care Supervisor for Voicestream
Managed a full team of 17 including two seniors in which I was responsible in Coaching, Mentoring and
developing the team to meet KPI’s and stats such as Attendance, handle time, and quality of calls. I also had
to develop my senior’s into Supervisory Roles.
Fraud Senior Representative
§ 04/15/00-07/26/00
Investigated Frauduaelent Accts involving credit card fraud, and setting up Accts
Fraudulent accounts for Omnipoint
Collections Department Billing Senior Representative
Set up and initiated the Billing Department along with my Supervisor within collections to handle all bill disputes
to lower percentage of delinquency. Created and implemented along policies and procedures, established an
Access Database to track all productivity, weekly statistics reports and assisting in training all representatives
on billing procedures in all Collections locations including (Florida, Connecticut and Bethlehem)
Customer Care Representative
Took Calls up to 78 per day, regarding billing, escalated issues, setting up monthly and prepaid accts. Helped
customers on how to handle different phones and how to set up Voice Mail. Applied payment over the phone
and had a greenbar license which only 3 at the time to trusted employees to take on credit payments over the
phone. Performed task in place of a senior representative when senior out of office, which includes handling
escalated calls, and ensuring all questions were troubleshooted if representatives needed assistance.
Work Experience:
1990-1996-Little Lehigh Housing Voluntary Work
President of the housing unit
President of Scared Straight for Kids non funded
09/22/97-1/18/2011 - T-Mobile Wireless
794 Roble Road, Allentown, Pa 18103
04/27/2012-present-Nationwide Insurance Agency
245 N 8th street. Allentown, Pa 10103
Prelicensed for Car/Home/Life Insurance
Civil Service Test for Housing Development Authority
Career Link on Union BLVD. Allentown, Pa 18102
Phones secretarial work
Career Link in Pennsylvania
Preparing for Life/Home/Car insurance testing License
Skills Used
Nationwide Insurance Public Relations Manager
Nationwide Insurance - Allentown, PA - April 2012 to October 2012
Billing, filing, handling escalated calls, notary, adding/deleting vehicles on insurance, and 1 month into business
was promoted to Public Relations Manager to use my full potential in the business since I knew how to handle
customers when escalated, found resolution in a timely matter, was able to solicitate new customers for the
business being no#1 in one month.
Technical Support Supervisor
T-mobile wireless - Allentown, PA - September 1997 to January 2011
Managed a team of 16 including a Senior where I trained to become a Supervisor, Coached team to meet
monthly goals, took escalated calls, created goals and performance stats individually, created powerpoints,
was (POC) point of contact for Directors to manage and handle the building of 3500+ employees when they
were out of the office to ensure safety and handling of calls and business. I also was nominated for many
years as Peak person and was provided many paid trips for being NO#1 Supervisor/Manager in the nation to
maintain stats for the team consistently.
Supervisor customer service, Management for Technical Support (10+ years), Technical Support,
Collections, PPL &UGI (10+ years), Assitant Vice President (Less than 1 year)
Peak Award
January 1999
Highest Award Nationwide given for the Most Giving, Multi-task, positive attitude, challenging, Perfect
attendance, Highest ranked in the Nation of call centers (47) at the time, goal oriented team, most successful in
the years and always committed award. Awarded Multiple trips to Las Veags, Canada, New York and Nevada.
CPR, Civil Service Test for Housing Authority

  • ID#: 126192
  • Location: Allentown, PA , 18109

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