Allison Dabrowski
JOHNSON,VT
Summary
Experienced customer service leader, bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Maximus
04.2024 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
RELOCATIONS SUPERVISOR
Vacasa
12.2021 - 02.2024
- Work in direct correlation with a Team Lead to ensure efficient organization and management of the department's operations.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
RELOCATIONS AGENT
Vacasa
06.2021 - 12.2021
- Work closely with guests to help them find a suitable replacement vacation rental when unforeseen circumstances arise that affect their original booking, such as maintenance issues, natural disasters, construction, or any other unforeseeable events that may impact a guest's ability to stay in their original home.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
CUSTOMER EXPERIENCE AGENT
Vacasa
04.2021 - 06.2021
- Answer inbound and place outbound phone calls using Twilio Flex
- Respond to emails from guests
- Provide excellent customer service to the guests by answering questions and assisting them with any issues with their reservation
- Problem solve and communicate with team members to find a solution to any complication.
PROGRAM SUPERVISOR
Smugglers Notch Resort
11.2014 - 04.2021
- Maintaining positive satisfaction for up to 300 guests daily
- Supervise and schedule daily tasks of staff for over 70 employees
- Train staff in proper snowboard instruction techniques
- Schedule lessons for guests daily, assigning ability levels based on limited descriptions
- Evaluate staff performance to help determine pay rates
- Perform personnel duties, such as hiring and recruiting staff, attending job fairs
- Hiring up to 40+ staff per season.
SNOWBOARD INSTRUCTOR
Smugglers Notch Resort
12.2012 - 11.2014
- Instruct children and adults in proper snowboard technique, in both group and private lesson format
- Work as a Staff Trainer to train new staff in proper snowboard instruction
- Develop curriculum for teaching 3 and 4 year old children how to snowboard
- PSIA/AASI Nationally certified instructor.
Education
BACHELOR OF ARTS (B.A.) IN SOCIOLOGY AND ANTHROPOLOGY -
Johnson State College
05.2012
Skills
- Customer Service
- Excel
- G-Suites
- Ulti-Pro Ex
- Recruiting
- Training Initiatives
- SOP Development
- Excellent Communication Skills
- Staff Management
- Problem-solving abilities
- Critical Thinking
Certification
- American Association of Snowboard Instructors Level 1
- American Association of Snowboard Instructors Child Specialist 1
- First Aid/ CPR
Timeline
Customer Service Representative
Maximus
04.2024 - Current
RELOCATIONS SUPERVISOR
Vacasa
12.2021 - 02.2024
RELOCATIONS AGENT
Vacasa
06.2021 - 12.2021
CUSTOMER EXPERIENCE AGENT
Vacasa
04.2021 - 06.2021
PROGRAM SUPERVISOR
Smugglers Notch Resort
11.2014 - 04.2021
SNOWBOARD INSTRUCTOR
Smugglers Notch Resort
12.2012 - 11.2014
BACHELOR OF ARTS (B.A.) IN SOCIOLOGY AND ANTHROPOLOGY -
Johnson State College