Cynthia Dunbar
Hazelhurst
Summary
An adaptable professional who has learned skills over 18 years working for the same company in a singular industry, from Call Center/Customer Care to Director of Customer Care. Looking to apply those skills in doing background data work to support the success of a company. Fast learner, strong work ethic, and effective at fast-paced, unsupervised work.
Overview
3
3
years of professional experience
Work History
Director of Customer Care
Cardio Partners / Sarnova
Dublin
10.2021 - 10.2024
- Developed and implemented customer service policies and procedures to ensure consistent, efficient, and effective customer care.
- Kept ahead of industry developments and applied best practices to areas of improvement.
- Compiled monthly reports summarizing key metrics pertaining to the quality of customer service provided by the team.
- Conducted regular staff meetings to review performance metrics, address challenges, and discuss best practices for improving customer satisfaction.
- Coordinated with other departments regarding any changes or upgrades needed for better customer experience.
- Developed key performance indicators such as average handle time and first contact resolution rate, which were used to gauge team performance.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Developed and implemented customer service policies and procedures to ensure consistent, high-quality service.
- Participated in cross-functional projects related to product and service launches or major updates.
- Analyzed business performance data and forecasted business results for upper management.
- Managed budgeting processes related to customer service operations including personnel costs and technology investments
Education
Some College (No Degree) -
La Crosse Techinical College
La Crosse, WISkills
- Customer service
- Exceptional organizational skills
- Positive attitude
- Performance management
- Time management
- Reliability
- Verbal and written communication
- Well-organized
Then and now
My last work, as the Director of Customer Care, was a highly stressful, demanding position due to the volume of business our company achieved every day. My position was absorbed into shared services and the leadership was consolidated with seniority considerations. After being out of the stress of the corporate world and the demands of leadership, I am looking to take my skills and apply them to steady, solid task work. I want to be productive, but out of the frontline. I am adaptable to any work I commit to.
References
References available upon request.
Timeline
Director of Customer Care
Cardio Partners / Sarnova
10.2021 - 10.2024
Some College (No Degree) -
La Crosse Techinical College
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