Dewayne Ross
Suitland
Summary
Experienced with support services management, ensuring operational efficiency and client satisfaction. Utilizes excellent organizational skills to streamline processes and improve service outcomes. Track record of effective team leadership and problem-solving, adapting to dynamic environments seamlessly.
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Overview
26
26
years of professional experience
Work History
Support Services Manager
NARFE
09.2025 - Current
- Led cross-functional teams to enhance service delivery and operational efficiency.
- Streamlined support processes, resulting in faster resolution times for member inquiries.
- Managed vendor relationships, negotiating contracts to optimize service quality and cost-effectiveness.
- Coordinated event logistics, ensuring seamless execution of member engagement initiatives.
- Mentored junior staff, fostering a culture of collaboration and professional development within the team.
- Conducted regular performance evaluations for team members, identifying areas for improvement and providing constructive feedback.
Member Service Representative
NARFE
11.2023 - 09.2025
- Provided exceptional member support by addressing inquiries and resolving issues efficiently.
- Facilitated membership enrollment and renewal processes through detailed information dissemination.
- Educated members on benefits and services, enhancing understanding and utilization of programs.
- Collaborated with team members to streamline workflows, improving overall service delivery efficiency.
- Processed transactions accurately, maintaining high standards of data integrity within member accounts.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
Administrative & Customer Support
DXC Technology
04.2023 - 11.2023
- Answers telephones and responds to basic customer questions and/or forwards calls to appropriate personnel.
- Records call on account of the history record with results of the inquiry.
- Processes customer requests by sending faxes, returning telephone messages, and sending mail documents.
- Processes call manner that ensures service level agreements (SLAs) are met or exceeded.
- Processes and distributes incoming and outgoing mail for multiple clients in accordance with established services.
- Performs data entry and matches documents to appropriate accounts.
- Interfaces with team members, management, and customers in reference to customer service issues.
- Reviews client reports on a weekly basis to ensure data integrity; prepares and submits reports.
Night Manager
BJ’s Wholesale Club
10.2021 - 04.2023
- Provides customer service.
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Provides support for implementation, troubleshooting, and maintenance of agency.
- Prepare and process shipments.
- Forklift’s driver.
- Maintains security and permissions, controlling access to equipment.
Customer Services Representative Tier 3
CODICE
01.2021 - 10.2021
- Provided customer service.
- Managed large amounts of incoming calls.
- Identified and assessed customers' needs to achieve satisfaction.
- Handled complaints, provided appropriate solutions and alternatives within the time limits, and followed up to ensure resolution.
- Follow communication procedures, guidelines, and policies.
- Utilized computer technology to handle high call volumes.
Customer Services Representative
US Tech Solutions
06.2020 - 01.2021
- Managed account inquiries.
- Managed incoming and outgoing calls related to questions and or complaints.
- Provided technical support to users on-site, and by phone daily, providing direct provided Customer Service.
- Provided troubleshooting application and network challenges and provided support for application service.
- Provided support for implementation, troubleshooting, and maintenance of agency.
- Provides customer service.
Assistant Manager
LAZ Boy Distribution Center
07.2013 - 06.2020
- Provided support for implementation, troubleshooting, and maintenance of agency equipment.
- Provided troubleshooting application and network issues and provided support for application service.
- Tested and fixed faulty equipment.
- Assisted with phone system user setup, configuration, and management.
- Assisted in establishing standards for information systems procedures.
- Trained users on new equipment.
- Maintain security and permissions, controlling access to equipment.
- Maintained and organized the workroom and storage room.
Warehouse Associate
Adecco Employment Services
01.2008 - 07.2013
- Prepared and processed shipments.
- Pulled and packaged merchandise.
- Provided customer service.
- Staged and stocked equipment.
- Provided technical support to users on-site, and by phone daily.
- Ran diagnostic tools to evaluate, monitor, and deliver suggestions to improve environments.
- Troubleshoot network connectivity and equipment.
- Forklift’s driver.
Daycare Assistant
Starlight Day Care Center
07.2006 - 01.2008
- Assisted with transportation before and aftercare.
- Assisted with planning and organizing.
- Assisted in the supervision of the children.
- Assisted with educational programs.
- Provided customer services.
- Conducted activities for after-school programs.
Security Guard
Reliant Protective Services
05.2003 - 06.2006
- Opened and closed stores.
- Managed in and out traffic.
- Answered front desk calls.
- Provided customer services.
- Directed customers to the right services.
Customer Service Rep
Washington Gas
08.2000 - 04.2003
- Provided administrative support for staff.
- Assessed and interpreted customer needs and requirements and provided customer services.
- Provided customer service.
- Answered office phone calls.
- Relayed the client's concern to appropriate senior staff.
- Maintained an inventory of office supplies.
Education
B.A - Business Management
The University of Phoenix
Lanham, MD01.2013
Skills
- Salesforce
- Microsoft Office Suite Office 365
- Scheduling and Managing Staff Time
- Citrix
- Operations management
- Workforce planning
- Security management
- Customer service
- Technical support expertise
Timeline
Support Services Manager
NARFE
09.2025 - Current
Member Service Representative
NARFE
11.2023 - 09.2025
Administrative & Customer Support
DXC Technology
04.2023 - 11.2023
Night Manager
BJ’s Wholesale Club
10.2021 - 04.2023
Customer Services Representative Tier 3
CODICE
01.2021 - 10.2021
Customer Services Representative
US Tech Solutions
06.2020 - 01.2021
Assistant Manager
LAZ Boy Distribution Center
07.2013 - 06.2020
Warehouse Associate
Adecco Employment Services
01.2008 - 07.2013
Daycare Assistant
Starlight Day Care Center
07.2006 - 01.2008
Security Guard
Reliant Protective Services
05.2003 - 06.2006
Customer Service Rep
Washington Gas
08.2000 - 04.2003
B.A - Business Management
The University of Phoenix