Courtney Dickerson
Bent Mountain,VA
Summary
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Kelly Services (apple)
Bent Mountain, VA
02.2024 - 06.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided detailed product information to enhance customer understanding and satisfaction.
- Assisted in training new team members on processes and customer service best practices.
- Maintained accurate records of customer interactions using CRM software for future reference.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Iteris (vdot contractor)
Salem, VA
11.2022 - 04.2023
- Performed data entry for customer information
- Assisted customers with a warm and professional attitude
- Answered general questions
- Resolved customer information and complaints
- Worked remote 95% of the time
Key Holder Leader
Dollar General
Floyd, VA
12.2021 - 01.2022
- Trained team members in successful strategies to meet operational and sales targets.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Loaded and unloaded merchandise from trucks to organize warehouse and backroom spaces.
- Processed cash, credit, debit and check payments.
Clinical Assistant
Carilion Clinic
Christiansburg, VA
04.2018 - 08.2018
- Overseeing patients, checking vitals on a routine, helping with daily living activities if needed, assisting with medications, and reporting all major issues to charge nurses.
Call Center Representative
Dish Network
Christiansburg, VA
08.2016 - 12.2016
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Assisted team leaders by providing status and performance reports with information on areas for improvement.
- Answered average of 75-100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Processed debit and credit card and electronic check payments.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted 75-100 customers by answering questions, responding to inquiries and handling telephone requests.
Private Caregiver
Private Client
Christiansburg, VA
01.2014 - 06.2016
- Provided assistance in daily living activities by dressing, grooming, bathing and toileting patients.
- Transported individuals to events and activities, medical appointments and shopping trips.
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Monitored progress and documented patient health status changes to keep care team updated.
Cashier
Wal-Mart
Christiansburg, VA
06.2013 - 09.2013
- Helped customers complete purchases, locate items and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Restocked and organized merchandise in front lanes.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Collected and authorized payments of guests.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
Education
High School Diploma -
Floyd County High School
Floyd, VA05.2014
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Problem resolution
- Product knowledge
- Technical troubleshooting
- Quality assurance
- Issue escalation
- Call logging
- Computer skills
- Email correspondence
- Microsoft office
Timeline
Customer Care Representative
Kelly Services (apple)
02.2024 - 06.2024
Customer Service Representative
Iteris (vdot contractor)
11.2022 - 04.2023
Key Holder Leader
Dollar General
12.2021 - 01.2022
Clinical Assistant
Carilion Clinic
04.2018 - 08.2018
Call Center Representative
Dish Network
08.2016 - 12.2016
Private Caregiver
Private Client
01.2014 - 06.2016
Cashier
Wal-Mart
06.2013 - 09.2013
High School Diploma -
Floyd County High School