Summary
Overview
Work History
Education
Skills
Timeline
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Detra Ralls

Saint Paul

Summary

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

13
13
years of professional experience

Work History

911 Telecommunicator

Ramsey County
06.2024 - 03.2025
  • Handled multiple calls during peak hours with composure.
  • Recorded incoming calls accurately for future reference.
  • Improved response times by efficiently relaying critical info to responders.
  • Ensured quick aid delivery during natural disasters through effective coordination.
  • Assisted dispatchers in managing large-scale emergency responses for efficient resources.

Customer Service Representative

Synchrony Financial Inc
05.2022 - 06.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Business Project Analyst

Cigna Healthcare
04.2020 - 03.2022
  • Streamlined project management processes by implementing Agile methodologies and improving team communication.
  • Evaluated vendor proposals to select the best-fit solutions for company requirements while optimizing costs.
  • Enhanced stakeholder satisfaction with timely delivery of high-quality project outcomes.
  • Increased team productivity by providing clear guidance on expectations and performance metrics.

Prescription Benefits Customer Care

United Healthcare
06.2018 - 03.2019
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Proved successful working within tight deadlines and a fast-paced environment.

Code and Edit Clerk

Internal Revenue Service, IRS
01.2017 - 02.2018
  • Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
  • Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
  • Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
  • Maintained filing system and organized customer documents for easy retrieval of information.
  • Enhanced office organization with regular maintenance of files, records, and supplies inventory.
  • Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.

Escalations Manager

AT&T Communications
07.2012 - 02.2016
  • Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
  • Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
  • Streamlined escalation processes for quicker issue resolution and improved customer experience.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.

Education

Human Resource Generalist Certificate - Human Resources Development

Saint Paul College
Saint Paul, MN
06-2002

Skills

  • Emergency management
  • Stress tolerance
  • Firefighting protocols
  • Call prioritization

Timeline

911 Telecommunicator

Ramsey County
06.2024 - 03.2025

Customer Service Representative

Synchrony Financial Inc
05.2022 - 06.2023

Business Project Analyst

Cigna Healthcare
04.2020 - 03.2022

Prescription Benefits Customer Care

United Healthcare
06.2018 - 03.2019

Code and Edit Clerk

Internal Revenue Service, IRS
01.2017 - 02.2018

Escalations Manager

AT&T Communications
07.2012 - 02.2016

Human Resource Generalist Certificate - Human Resources Development

Saint Paul College

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Detra Ralls