Carole Dean
Orlando,FL
Summary
A motivated individual, who is devoted to the well-being and satisfaction of clients and customers. Having a professional demeanor, strong work ethic, and excelling initiatives. Works well on a team, and independently. Quickly adjusts to new procedures and takes ownership of diverse projects.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
18
18
years of professional experience
3
3
year of post-secondary education
Work History
Editor, Admissions Lead
SRU University
Orlando, FL
08.2022 - Current
- Edited manuscripts for grammar, spelling and punctuation errors.
- Reviewed copyedited texts to ensure accuracy and consistency of style.
- Developed editorial guidelines and standards to maintain quality control.
- Provided feedback on content structure and organization of documents.
- Identified inconsistencies in text or formatting issues within documents.
- Maintained records of all changes made to manuscripts during editing.
- Worked closely with publishing team members to meet deadlines.
- Proofread final drafts before they added to online curriculum
- Collaborated with graphic designers to create visually appealing layouts.
- Worked closely with graphic, photo and video teams to plan and produce compelling content.
Network Marketing Professional
Self - ItWorks! Global
Orlando, FL
05.2017 - 09.2019
- Developed and implemented effective network marketing strategies to increase sales and customer satisfaction.
- Identified potential customers through market research, direct messaging and other methods of lead generation.
- Conducted product demonstrations for prospective clients to illustrate the features, benefits, and advantages of products or services offered.
- Promoted products or services through public relations initiatives, promotional events, telemarketing, email campaigns, and other creative tactics.
- Collaborated with cross-functional teams to ensure successful execution of sales programs.
- Analyzed customer feedback data to identify areas for improvement in existing network marketing plans.
- Provided guidance and support to new members of the network marketing team as they learned the ropes of the business.
- Maintained accurate records of all leads generated from networking activities including contact information, purchase history.
- Utilized social media platforms such as Facebook or Twitter to create an online presence for our brand's products and services.
- Created sales presentations to promote advertising benefits to potential customers.
- Maintained marketing database to keep customer and prospect files up to date.
- Created daily social media posts to build robust brand presence on Facebook and Instagram.
- Generated sales and exposure by providing relevant product information.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Identified customer needs by asking questions and advising on best solutions.
Work at Home Customer Care Representative
Sitel Group – CCR Remote
Orlando, FL
09.2018 - 08.2019
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Built sustainable relationships of trust through open communication with customers.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Processed orders accurately and efficiently according to established procedures.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
Customer Care Representative
Optum, Inc
Orlando, FL
07.2016 - 05.2017
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Built sustainable relationships of trust through open communication with customers.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Processed orders accurately and efficiently according to established procedures.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Educated customers where applicable to alleviate need for future contact.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Referred unresolved customer grievances to designated departments for further investigation.
Administrative Assistant/ Scheduling / Home Health
FirstLight Home Care of Central Orlando
Orlando, FL
10.2013 - 02.2016
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Assigned tasks to appropriate personnel based on their skill level and availability.
- Coordinated with other departments regarding resources needed for specific projects.
- Communicated schedule changes effectively throughout the organization when necessary.
- Scheduled and confirmed appointments.
- Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Monitored vital signs including blood pressure, temperature and pulse rate.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Administered prescribed medications on a timely basis following care plan instructions.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Educated families about available resources for home health care services in the local community.
- Supported bathing, dressing and personal care needs.
Companion Caregiver
Senior Helpers
Simpsonville, SC
05.2013 - 08.2013
- Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Monitored vital signs including blood pressure, temperature and pulse rate.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Administered prescribed medications on a timely basis following care plan instructions.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Accompanied clients to social events such as movies or plays.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Provided emotional support for clients who were experiencing depression or anxiety due to their illness or disability.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Educated families about available resources for home health care services in the local community.
Assistant Manager
Lee & You Investments, Inc.
Tallahassee, FL
01.2006 - 12.2012
- Assisted in recruiting, training, and scheduling staff members.
- Provided leadership and direction to restaurant employees.
- Ensured compliance with health and safety regulations.
- Monitored customer service standards and took corrective action when needed.
- Supervised food preparation, ordering of supplies, and inventory control.
- Resolved customer complaints in a timely manner.
- Created weekly work schedules for all restaurant personnel.
- Performed regular maintenance checks on kitchen equipment.
- Ensured that all customer orders were fulfilled accurately and efficiently.
- Calculated inventory and ordered appropriate supplies to meet expected demands.
- Took immediate responsibility for issues and found effective solutions for swift resolution.
- Maintained entire look of restaurant, keeping it clean and inviting at all times.
- Assisted personnel with duties and tasks during high-volume periods.
- Trained new employees to perform duties.
Education
Certificate - Education Certificate in Unit Secretary
Greenville Technical College Corporate And Career
Greenville, SC05.2013
Associate of Arts - Culinary Arts And Pastry Arts
Culinard, The Culinary Institute of Virginia Colle
Birmingham, AL05.2004
Bachelor of Arts - Ministry
University of Metaphysics International
Online 03.2023 - Current
Certificate - Federal Tax
Intuit Tax Academy Classes
Online 09.2023 - Current
Certificate - Mastering QuickBooks Online 2023 QuickBooks Online
Udemy
Online 10.2023 - Current
Some College (No Degree) - Biology
The University of Alabama
Tuscaloosa, ALSkills
- Outstanding Communication skills
- Strong organizational skills
- Great customer service
- Marketing professional
- Enthusiastic and energetic
- Sharp problem solver
- Flexible
- Punctual
Accomplishments
- President, Beta - Beta – Beta, January 1999 to January 2001 National Biology Honor Society
- “Remarkable Woman of 2004”, YWCA Purse and Passion, Birmingham, Al May 2004
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Certificate - Mastering QuickBooks Online 2023 QuickBooks Online
Udemy
10.2023 - Current
Certificate - Federal Tax
Intuit Tax Academy Classes
09.2023 - Current
Bachelor of Arts - Ministry
University of Metaphysics International
03.2023 - Current
Editor, Admissions Lead
SRU University
08.2022 - Current
Work at Home Customer Care Representative
Sitel Group – CCR Remote
09.2018 - 08.2019
Network Marketing Professional
Self - ItWorks! Global
05.2017 - 09.2019
Customer Care Representative
Optum, Inc
07.2016 - 05.2017
Administrative Assistant/ Scheduling / Home Health
FirstLight Home Care of Central Orlando
10.2013 - 02.2016
Companion Caregiver
Senior Helpers
05.2013 - 08.2013
Assistant Manager
Lee & You Investments, Inc.
01.2006 - 12.2012
Certificate - Education Certificate in Unit Secretary
Greenville Technical College Corporate And Career
Associate of Arts - Culinary Arts And Pastry Arts
Culinard, The Culinary Institute of Virginia Colle
Some College (No Degree) - Biology
The University of Alabama
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