APRIL DOZIER
Baton Rouge,LA
Summary
Dedicated and detail-oriented specialist seeking a position to leverage time management, problem-solving, communication, and interpersonal skills. Committed to delivering quality results in a fast-paced environment. Can successfully managing multiple tasks, collaborating with cross-functional teams, confident in ability to contribute to the success of any organization.
Overview
21
21
years of professional experience
Work History
Revenue Tax Analyst II
State of Louisiana- Office of Alcohol and Tobacco
Baton Rouge, LA
05.2021 - Current
- Greet taxpayers and exhibit excellent customer service.
- Maintain a professional work environment.
- Service alcohol, tobacco and consumable hemp application/permit needs in an efficient and effective manner.
- Communicate with external customers and other departments to clarify notices and resolve other inquiries.
- Maintain knowledge of the application and permitting process within the business unit.
- Analyze and process alcohol, tobacco and consumable hemp and special event permits according to the approved checklist standards.
- Collect and process fees and fine payments.
- Resolve discrepancies, answer telephone calls and email inquiries according to rules and regulations.
- Occasionally travel to work at satellite locations across the state.
- Perform other duties as assigned.
Assistant 311 Call Center Manager
City of Baton Rouge/311 Call Center
Baton Rouge, LA
03.2018 - 03.2021
- Provided coaching, guidance and feedback to customer service representatives to achieve development goals.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led team meetings to review performance, set targets and motivate staff.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques,.
- Collaborated with other departments to develop solutions for resolving recurring customer issues.
- Provides immediate supervision to a staff responsible for receipt of complaints and requests for services.
- Receives telephone calls and e-mail notifications from constituents, as well as other departments.
- Input service requests into the Q-Alert system.
- Act as a liaison between departments/divisions.
- Fill in at the 311Dispatch Desk as needed, dispatch calls and maintain a record of all calls made and dispatched out.
- Assumes the duties of the 311 Call Center Manager in her absence.
- Performs other tasks as requested.
311 Call Center Representative
City of Baton Rouge/311 Call Center
Baton Rouge, LA
10.2016 - 03.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Input service requests into the Q-Alert system.
- Provided general information to constituents for various DPW/City-Parish services.
- Research service requests and any issues/complaints and implements appropriate actions based upon the results.
- Attend meetings and training sessions.
- Fill in at the 311Dispatch Desk as needed, dispatch calls and maintain a record of all calls made and dispatched out.
- Stepped up as Interim Assistant 311 Call Center Manager effective 2/17/2018, assume the duties of the 311 Call Center Manager in her absence.
- Perform other tasks as requested.
Captioning Assistant
Hamilton Relay Telecommunications
Baton Rouge, LA
06.2016 - 10.2016
- Streamlined the captioning process by implementing new software tools and techniques, resulting in increased efficiency.
- Enhanced customer satisfaction by providing timely and accurate captions for various media platforms.
- Improved captioning accuracy by thoroughly reviewing and editing transcriptions for clarity and context.
- Collaborated with team members to ensure consistency in captioning style and formatting across projects.
- Multi-task, by listening to audio and then voice what was heard, as well as proofread developing captions simultaneously.
- Sign and abide by Hamilton Relay Services confidentiality agreement, even after employment is terminated
- Attend job appropriate meetings and training sessions in accordance with company policy changes.
Customer Service Representative
Capitol City Produce
Baton Rouge
04.2014 - 08.2015
- Maintain professional relations with all customers and operations.
- Receive inbound calls and direct as needed.
- Take and enter orders via phone, online ordering system, voice recorder and email.
- Run reports using microsoft excel to send to various departments.
- Maintain records of customer interactions, listen to and address customer concerns and complaints and follow up accordingly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Verification Specialist
US Agencies
Baton Rouge
12.2010 - 05.2013
- Assisted in verification of insurance policies, made sure that all documents were signed and returned, verified and activated policies.
- Processed endorsements and assisted other departments on special projects when needed.
- Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
- Participated in regular performance reviews.
- Maintained a high level of professionalism when interacting with external parties during the verification process.
- Demonstrated excellent attention to detail while handling sensitive client information, ensuring confidentiality at all times.
Team Leader
Convergys Corporation
Baton Rouge
10.2003 - 05.2007
- Daily coaching and development of a team of customer service representatives.
- Served as floor support for agents in need of assistance.
- Made sure all customers' concerns were addressed in a reasonable and timely manner.
- Served as a role model, exhibiting the company values for superior customer service.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Education
Kinesiology -
Louisiana State University A&M
Baton Rouge, LA05.2002
High School Diploma -
Abbeville High School
Abbeville, LA05.1997
Skills
- Critical Thinking Capacity
- Verbal and written communication
- Teamwork orientation
- Task Prioritization
- Customer Service
- Reliability
- Organizational Skills
- Microsoft Office proficiency
References
Available Upon Request
Software System Skills
- AMS 360
- Microsoft Word/Word Perfect
- Power Point
- Excel
- Finance Pro
- Lotus Notes
Timeline
Revenue Tax Analyst II
State of Louisiana- Office of Alcohol and Tobacco
05.2021 - Current
Assistant 311 Call Center Manager
City of Baton Rouge/311 Call Center
03.2018 - 03.2021
311 Call Center Representative
City of Baton Rouge/311 Call Center
10.2016 - 03.2018
Captioning Assistant
Hamilton Relay Telecommunications
06.2016 - 10.2016
Customer Service Representative
Capitol City Produce
04.2014 - 08.2015
Verification Specialist
US Agencies
12.2010 - 05.2013
Team Leader
Convergys Corporation
10.2003 - 05.2007
High School Diploma -
Abbeville High School
Kinesiology -
Louisiana State University A&M