Dyvonte Brown
Atlanta,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
26
26
years of professional experience
Work History
Customer Service Representative III
Thermofisher Scientific
01.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
VAS (Value Added Services)
Thermofisher Scientific
12.2016 - 01.2022
- Developed proficiency in order status updates and order processing procedures.
- Enhanced customer satisfaction by addressing and resolving inquiries and complaints in a timely manner.
- Streamlined communication for efficient problem-solving, ensuring prompt responses to customer queries.
- Conducted regular follow-ups with clients, ensuring their needs were successfully addressed and resolved.
- Managed specific requests such as building non-catalog items and authorizing special pricing, with a focus on time-sensitive needs.
- Handled special requests and larger orders, ensuring exceptional service delivery to key clients.
Online Chat and Email Representative
Thermofisher Scientific
01.2010 - 01.2016
- Maintained strong communication skills and attention to detail in written interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving email inquiries.
- Streamlined response times for chat support, effectively reducing customer wait time.
- Collaborated with team members to provide seamless support to customers across multiple channels.
- Increased first-contact resolution rate by thoroughly researching and providing accurate information in email responses.
Service Technician/Dispatcher
Environment Recovery
02.2009 - 10.2010
- Started as a Service Technician, providing comprehensive support to customers by offering estimates and outlining job completion timelines
- Responsibilities included assessing customer requests and providing detailed estimates encompassing parts, labor, and additional costs for repairs
- Ensuring clear communication with customers regarding project timelines and expectations
- Demonstrating meticulous attention to detail in documenting and finalizing estimates to meet customer satisfaction
- Key duties include creating and assigning work orders to service technicians, optimizing efficiency and productivity
- Providing routing information and confirming customer locations to facilitate timely service delivery
- Proactively communicating with customers to schedule appointments and address any concerns
- Assisting customers with billing inquiries and resolving invoice discrepancies promptly and professionally
- Managing monthly inventory and reporting maintenance needs for technician supplies, ensuring smooth operations
- Demonstrated ability to adapt to changing roles and responsibilities while maintaining a high level of customer satisfaction and operational efficiency.
Warehouse Associate / Service Technician / Service Department Supervisor
Hitachi
11.1997 - 12.2008
- Joined Hitachi as a Warehouse Associate, contributing to efficient warehouse operations and ensuring timely fulfillment of customer orders
- Key responsibilities included picking and pulling orders, preparing and loading trucks for daily shipments to meet customer demands
- Conducting monthly inventory counts to maintain accurate product records and inventory levels
- Transitioned to the Service Department in 2001 as a Service Technician, where I provided technical support and assistance to customers while managing returns and credits
- Responsibilities included assisting customers with product-related issues, troubleshooting complex problems, and providing effective solutions
- Processing returns and credits daily, ensuring customer satisfaction and adherence to company policies
- Promoted to Service Department Supervisor in 2004, assuming leadership responsibilities and overseeing departmental operations
- Key duties included maintaining and reviewing records of production, operation, and customer accounts to ensure accuracy and efficiency
- Conducting daily meetings with management and personnel to align departmental goals and expectations
- Providing training and guidance to employees on new products, procedures, and company policies to enhance performance and productivity
- Demonstrated commitment to driving operational excellence, fostering team collaboration, and delivering exceptional service to customers.
Education
Business Management -
Strayer University
01.2016
Skills
- Exceptional customer service skills
- Proficient in handling diverse customer needs
- Strong communication abilities across various platforms
- Adaptability and resilience in navigating transitions
- Detail-oriented and organized approach to task management
References
Available Upon Request
Timeline
Customer Service Representative III
Thermofisher Scientific
01.2022 - Current
VAS (Value Added Services)
Thermofisher Scientific
12.2016 - 01.2022
Online Chat and Email Representative
Thermofisher Scientific
01.2010 - 01.2016
Service Technician/Dispatcher
Environment Recovery
02.2009 - 10.2010
Warehouse Associate / Service Technician / Service Department Supervisor
Hitachi
11.1997 - 12.2008
Business Management -
Strayer University
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