Summary
Overview
Work History
Education
Skills
References
Timeline
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Dakota Brown

High Point

Summary

With 9 years of experience in customer service, administrative support, and remote communication, I bring a proven track record of delivering exceptional results across telecommunications, e-commerce, and office operations. I specialize in resolving complex customer issues, streamlining processes, and maintaining high satisfaction scores while balancing efficiency and empathy. Skilled in navigating multiple platforms, training team members, and adapting quickly to new technologies, I thrive in fast-paced, remote environments. My goal is to contribute expertise, professionalism, and a solutions-focused mindset to a company that values growth, innovation, and outstanding service.

Overview

9
9
years of professional experience

Work History

Customer Solutions Specialist

Cellular World
Thomasville
01.2023 - Current
  • Assisted customers with product selection and service inquiries.
  • Resolved technical issues with devices and services effectively.
  • Educated customers on device features and plan options.
  • Processed customer orders and service requests accurately.
  • Maintained knowledge of current promotions and products available.
  • Collaborated with team members to enhance customer satisfaction.
  • Managed inventory levels of accessories and devices efficiently.
  • Provided feedback to management on customer trends and preferences.
  • Identified customer trends and communicated them to management for further investigation.
  • Resolved customer complaints in a timely manner, ensuring customer satisfaction.

Customer Care Representative

Convergys
Thomasville
06.2020 - 01.2023
  • Assisted customers with inquiries using CRM software to track interactions.
  • Resolved complaints by providing accurate information and effective solutions.
  • Educated customers on products and services through clear communication techniques.
  • Collaborated with team members to improve service processes and customer satisfaction.
  • Documented customer interactions in compliance with company policies and procedures.
  • Trained new representatives on customer service protocols and system usage.
  • Handled escalated issues by coordinating with management for resolution strategies.
  • Maintained up-to-date knowledge of products to provide informed assistance to customers.
  • Answered customer inquiries over the phone and via email.
  • Resolved customer complaints promptly and professionally.

Virtual Customer Service Representative

Amazon
Thomasville
07.2016 - 06.2020
  • Managed customer inquiries through multiple communication channels.
  • Resolved product issues efficiently using company knowledge base.
  • Documented customer interactions for future reference and follow-up.
  • Collaborated with team members to enhance service delivery processes.
  • Trained new representatives on company policies and procedures.
  • Utilized CRM software to track customer interactions and feedback.
  • Escalated complex issues to appropriate departments for resolution.
  • Maintained a positive demeanor while addressing customer concerns effectively.
  • Conducted quality assurance reviews on completed transactions.
  • Collaborated with team members to ensure prompt resolution of customer issues.

Education

Bachelor of Arts - Business Administration

Guilford College
Greensboro, NC
06-2020

Skills

  • Technical troubleshooting
  • Customer relationship management
  • CRM software proficiency
  • Product education
  • Service request processing
  • Cross-functional collaboration
  • Order accuracy
  • Complaint resolution
  • Inventory management
  • Effective communication
  • Data documentation
  • Reporting and documentation
  • Record preparation
  • Spreadsheet tracking
  • Database maintenance
  • Analytical thinking
  • International sales support
  • Staff education and training
  • Cross-selling techniques
  • Multitasking Capability

References

References available upon request.

Timeline

Customer Solutions Specialist

Cellular World
01.2023 - Current

Customer Care Representative

Convergys
06.2020 - 01.2023

Virtual Customer Service Representative

Amazon
07.2016 - 06.2020

Bachelor of Arts - Business Administration

Guilford College
Dakota Brown