Alana Douglas
Port Charlotte,FL
Summary
Authorized to work in the US for any employer Knowledgeable and dedicated customer service professional with extensive experience in Sales and Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
25
25
years of professional experience
Work History
Customer Service Specialist
Blackboard
06.2022 - Current
- Successfully converting inquiries through the application and enrollment process
- Maintaining contact with a pipeline of prospects, providing proactive guidance, and driving actions that produce results
- Explaining educational programs, admissions processes, expected graduate outcomes, student services, and financial considerations to prospective students and/or parents
- Scheduling and conducting virtual information sessions with prospective students, identifying and recruiting qualified candidates, and determining appropriateness of candidates for admissions, based on career goal compatibility
- Overcoming objections to applying or completing enrollment
- Gathering and recording relevant qualitative insights from prospective conversations that lead to overall trends
- Consistently conducting follow-up meetings with applicants to ensure progress through the admissions process
- Collaborating with on-campus departments to assure students receive support they need related to financial aid, orientation, academic advising, and tutoring, and career counseling
- Staying current on school's procedures, policies, etc
- To ensure potential students have current and accurate information
- Communicating any changes as needed
- Recording all communication and contact data in a timely manner with accuracy including detailed notes into the Customer Relationship Management tool provided (Salesforce)
- Meeting department goals for phone productivity, applicant contact, enrollment targets, withdrawal rates, call quality, customer satisfaction, customer loyalty, attendance, and schedule adherence
- Ensuring compliance and adherence to ethical standards related to student recruitment practices
Caregiver
Self-Employed
04.2002 - Current
- Provide day-to-day care for person with a cognitive disability
- Liaised with key accounts to deliver targeted administrative household support.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Replaced bandages, dressings and binders to care for wounds and encourage healing.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Assisted patients with self-administered medications.
- Maintained entire family's schedule and organized events.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
Dispatcher/Customer Service
D. & L. Removal and Transport.Inc
04.2021 - 06.2022
- Receive incoming calls from Funeral Homes, Crematories, Hospitals, Law Enforcement and Medical Examiner's Offices to arrange the removal of deceased persons and provide transport to their final destination
- Monitored vehicle locations to coordinate timely arrivals.
- Received new orders, prepared documentation, and assigned personnel.
- Placed outgoing calls to coordinate and dispatch drivers to facilitate said removal and transport, update Funeral Directors, healthcare workers and law enforcement.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Utilized customer feedback to improve customer service.
- Communicated with customers to provide delivery updates and resolution.
- Scheduled and organized delivery routes.
- Developed and implemented customer service policies and procedures.
- Managed customer accounts and invoicing.
- Tracked and monitored vehicle performance and maintenance.
- Monitored and tracked dispatch communication systems.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Provided customers with information on products and services.
Field Manager/Delivery Driver/Sales Associate
Collective Goods
09.2018 - 01.2021
- Handled retail sales, display setup/tear down, order fulfillment, Inventory Management, customer support and satisfaction serving 500 schools in 12 counties in South Florida.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Quoted prices, credit terms and other bid specifications.
- Maintained responsibility for 500 accounts within assigned territory, consistently touching base to assess needs and satisfaction.
- Forecasted sales, developing and evaluating various methods of customer interaction.
- Visited key customers repeatedly to promote retention and relationships.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Maintained accurate and thorough records of leads and customer account information.
- Developed and presented educational pitches detailing practical and financial product benefits.
- Achieved or exceeded company-defined sales quotas.
- Traveled throughout assigned territory to leverage leads and visit existing customers.
- Kept detailed records of daily activities through online customer database.
- Informed customers of promotions to increase sales productivity and volume.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Recorded accurate and efficient records in customer database.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Developed, maintained and utilized diverse client base.
- Trained new employees on customer service, money handling and organizing strategies.
- Contributed to event marketing, sales and brand promotion.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Represented company brand during customer and prospect interactions.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
Network Technician/Cable Repair Technician
Qwest, CenturyLink
08.1998 - 01.2005
- Install, diagnose and repair customer lines and equipment including terminal boxes, auxiliary equipment and appliances, routinely utilizing bucket trucks or ladders, underground utility holes, trenches or crawl spaces
- Diagnose and repair company infrastructure including trunk lines and high capacity lines of of various types and sizes servicing high profile locations such as businesses, airports and government buildings in dense urban areas while adhering to OSHA safety regulations
- Extensive repair and replacement of cut, damaged or failing trunk lines
- Inside call center experience in our repair department assisting customers to remotely diagnose and solve technical problems, dispatching technicians when required and utilizing senior technicians as needed.
- Performed tracing and patching operations for copper networks.
- Maintained thorough understanding of local area and wide area networking and components.
- Supported users both local and by phone with problem resolution and education.
- Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Ran cabling and installed data drops for new node installations.
- Installed network jacks in new construction and within existing facilities.
- Dressed and installed sizes of copper cabling and hardware.
Education
No Degree - Science in Pre-nursing/Science
Edison College
Punta Gorda, FLSkills
- Call center
- Customer service
- Technical support
- Caregiving
- Order fulfillment
- Behavior Management
- Medication Administration
- Special Education
- Autism Experience
- Supervising Experience
- Troubleshooting
- Logistics
- Computer Maintenance
- Accurate Recordkeeping
- Sales and Upselling
- Trained in Salesforce
- FERPA Privacy Standards
- HIPPA Privacy Standards
- Delivery Driver Experience
- Problem Resolution
Timeline
Customer Service Specialist
Blackboard
06.2022 - Current
Dispatcher/Customer Service
D. & L. Removal and Transport.Inc
04.2021 - 06.2022
Field Manager/Delivery Driver/Sales Associate
Collective Goods
09.2018 - 01.2021
Caregiver
Self-Employed
04.2002 - Current
Network Technician/Cable Repair Technician
Qwest, CenturyLink
08.1998 - 01.2005
No Degree - Science in Pre-nursing/Science
Edison College