Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Dawn Ledford

Burkesville,KY

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

24
24
years of professional experience

Work History

Customer Service Manager

Wal-Mart Supercenter
Cookeville, TN
03.2020 - 06.2024
  • Provided exceptional customer service to ensure customer satisfaction.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Conducted training and offered staff development opportunities to decrease process lags.

Bar Manager

American Legion
Tampa, FL
04.2013 - 11.2017
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Organized and detail-oriented with a strong work ethic.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

National Account Customer Service Rep

Teletech
Tampa, FL
02.2000 - 04.2009
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Investigated and resolved accounting, service and delivery concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

High School Diploma -

Robinson High School
Tampa, FL
06-1992

Skills

  • Handling Escalations
  • One Call Resolution
  • Call Center Operations
  • Training and mentoring
  • Customer Service
  • Staff Management
  • Work Prioritization
  • Issue Resolution
  • Customer Relations
  • Problem-Solving
  • Employee Scheduling
  • Focused on customer satisfaction
  • Research ability

Affiliations

In my off time I enjoy spending time with my horses and chickens. I would love to have a small farm in the near future.

Timeline

Customer Service Manager

Wal-Mart Supercenter
03.2020 - 06.2024

Bar Manager

American Legion
04.2013 - 11.2017

National Account Customer Service Rep

Teletech
02.2000 - 04.2009

High School Diploma -

Robinson High School
Dawn Ledford