Hi, I’m
Alinja Dwyer
Copperas Cove,TX
Summary
Self-motivated Customer Service Representative with 10+ years of experience managing customers with clear and transparent interaction. Excellent communication skills combined with a profound ability to resolve problems arising to ensure recurring business opportunities. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
years of professional experience
1
Certification
Work History
Illumifin/Transamerica Remote
Customer Service Representative
01.2023 - 12.2023
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
All Pro Roofing & ConstructionCopperas Cove, TX
Office Manager/Accounting Manager
08.2021 - 06.2024
Job overview
- Managed day-to-day operations of the company
- Manage and maintain Accounts Receivables and Accounts Payables and handle payroll in a timely manner for all team members, subcontractors, suppliers, and other related contacts
- Record day-to-day financial transactions and complete the posting process
- Verify accuracy of all invoices, receipts, records, and financial reports/statements and ensure that all transactions are recorded accurately
- Reconcile and balance all accounts
- Perform partial checks of the posting process
- Complete tax forms accurately and in a timely manner
- (Quarterly and Annually) Self-motivated with an ability to manage and organize time and activities
- Strong working knowledge of Microsoft Office Suite, MS Outlook, Adobe Acrobat
- Communicate effectively with customers, employees, and all related contacts
- Main Dispatcher on phones, and in office.
Jack in the BoxKilleen, TX
Shift Manager
07.2021 - 10.2021
Job overview
- Oversee, train, and schedule restaurant staff in shifts to ensure compliance and boost productivity levels
- Assign tasks to employees and ensure they are completed effectively and properly Educate the staff on safety guidelines, customer service best practices, and standards for restaurant cleanliness
- Assist in resolving customer complaints in a timely, efficient, and courteous manner
- Keep track of inventory and make sure every area is fully stocked by ordering supplies.Cover the duties of crew members who are unable to work their shifts.
Walgreens PlusTempe, AZ
Customer Service Representative
01.2020 - 07.2021
Job overview
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Entered customer interaction details in ScriptMed to track requests, document problems and record solutions offered
- Provided primary customer support to internal and external customers in fast-paced environment
- Educated customers on promotions to enhance sales
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
ACbyJScottsdale, AZ
Dispatcher
11.2017 - 04.2019
Job overview
- Directed all dispatching, routing and tracking of Field Edge fleet vehicles
- Maintained updated and detailed records of calls in physical and electronic database
- Kept detailed track of all available field personnel and all in-progress and completed calls
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs
- Monitored social media and online sources for industry trends
- Closely monitored dispatch board to triage and prioritize over 70 - 100 daily calls.
Home Depot.ComTempe, AZ
Customer Service Manager
04.2016 - 11.2017
Job overview
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Professional Equity ManagementAvondale, AZ
Assistant Manager /Business Manager
02.2015 - 11.2017
Job overview
- Monitored employee performance and developed improvement plans
- Supported staff development and goal attainment by focusing on skill development and job satisfaction
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
Education
Wilde Lake High SchoolColumbia, MD
High School Diploma
05.2008
Skills
- Customer Service
- Excellent multi-tasking ability
- Data Entry
- Customer Relations
- Clear oral/written communication
- Billing
- Scheduling and calendar management
- Administrative Support
- Payroll Processing
- Bookkeeping
- Account Reconciliation
- Scheduling
- Staff Management
- Inventory Control
- Conflict Management
- Documentation and control
- Policy Implementation
- Financial Reporting
- Organizational Skills
- Office Administration
Certification
- TABC Certified
- Food Handler Certification
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Illumifin/Transamerica
01.2023 - 12.2023
Office Manager/Accounting Manager
All Pro Roofing & Construction
08.2021 - 06.2024
Shift Manager
Jack in the Box
07.2021 - 10.2021
Customer Service Representative
Walgreens Plus
01.2020 - 07.2021
Dispatcher
ACbyJ
11.2017 - 04.2019
Customer Service Manager
Home Depot.Com
04.2016 - 11.2017
Assistant Manager /Business Manager
Professional Equity Management
02.2015 - 11.2017
Wilde Lake High School
High School Diploma