Andrea Dunham
Scottsdale,AZ
Summary
Focused customer sales and support professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound service and sales calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in Customer Service and sales roles with high-volume customer demands.
Overview
11
11
years of professional experience
Work History
TA Sales and Support
Princess Cruise Lines Ltd.
Scottsdale, AZ
07.2023 - Current
- Answered customer inquiries regarding products, pricing, and availability.
- Generated quotes for customers based on their individual needs.
- Adhered to established policies and procedures when handling customer information.
- Participated in weekly team meetings to discuss strategies for achieving goals.
- Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
- Met performance standards consistently for answer rate, handle time and service quality.
- De-escalated irate customers with communication skills and sales expertise.
- Identified customer needs by asking questions and advising on best solutions.
Customer Care Chat Agent
Liveops
Phoenix, AZ
10.2021 - 06.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Customer Service Representative
Arise
Phoenix, AZ
11.2020 - 10.2021
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Business Owner
Jax Logistics
Phoenix, AZ
03.2013 - 06.2021
- Developed business from ground up and prepared records and operations.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Implemented successful business strategies to increase revenue and target new markets.
- Implemented successful business strategies to increase revenue and target new markets.
- Managed operations budgeting, accounts payable and accounts receivable and payroll.
Education
Bachelor of Science - Marketing
Abilene Christian University
Abilene, TXSkills
- Customer Service
- Sales Support
- Call Documentation
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Upselling strategies
- Offering sales support
- Call Control
- CRM Software
- Understanding Customer Needs
- Customer Account Management
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- De-escalation Techniques
Timeline
TA Sales and Support
Princess Cruise Lines Ltd.
07.2023 - Current
Customer Care Chat Agent
Liveops
10.2021 - 06.2023
Customer Service Representative
Arise
11.2020 - 10.2021
Business Owner
Jax Logistics
03.2013 - 06.2021
Bachelor of Science - Marketing
Abilene Christian University