Dana Barbee
Eugene,OR
Summary
Customer Service Specialist who continually maintains a positive attitude while interacting with customers. Offering 10+ years of professional experience. Hard working, efficient with multi-tasking and possesses outstanding telephone and communication skills. Seeking employment that will utilize learned skills as well as develop new ones.
Overview
11
11
years of professional experience
Work History
Family Caregiver
Career Hiatus
09.2022 - 02.2024
- Took planned career break to help in the recovery of a family member.
Senior Online Banking Specialist
U.S. Bank
05.2017 - 09.2022
- Handled 80+ inbound calls per day in fast paced call center environment.
- Facilitated diverse financial transactions, including fund transfers, loan payments, and card/account maintenance requests.
- Exhibited expertise in online banking platforms, guiding customers through digital transactions, troubleshooting technical issues, and providing step-by-step assistance.
- Resolved complex account issues with empathy and patience, turning negative experiences into positive outcomes.
- Exceeded performance metrics consistently, including maintaining a call handle time 20% below target and achieving a 95% customer satisfaction rating.
- Successfully transitioned to remote work environment, exhibiting self-motivation and accountability in managing tasks independently, without direct supervision. (3/2020-5/2022).
- Utilized various software applications and customer relationship management (CRM) tools to streamline processes and provide in depth customer service,
- Contributed to team success by participating in weekly meetings, sharing insights and offering support to colleagues.
- Maintained strict adherence to security and confidentiality policies, ensuring protection of customer information.
Customer Service Representative, Trainer
Active TeleSource
04.2015 - 05.2017
- Utilized scripts to efficiently handle customer calls and maintained low call times.
- Managed customer accounts, including starting, stopping, and transferring services.
- Logged customer interactions accurately and promptly in CRM software.
- Worked overtime during emergency outages, ensuring empathetic and compassionate communication o de-escalate upset customers.
- Backed up manager by walking the floor, addressing team members' questions, and providing support as needed.
- Conducted training classes for new hires, covering company policies, procedures, and customer service best practices.
Fast Food Crew Member
Taco Bell
07.2014 - 03.2016
- Prepared food orders accurately and efficiently, adhering to strict quality control standards.
- Demonstrated adaptability by quickly learning new menu items and promotions, effectively communicating relevant information to customers.
- Resolved customer complaints independently or with aid of supervisor.
- Cross-trained in multiple positions to assist during busy periods.
- Used POS system to enter orders, process payments and issue receipts..
- Balanced till at end of each shift with consistent accuracy.
- Operated and sanitized kitchen and food preparation equipment.
Event Coordinator
Oaks Amusement Park
02.2013 - 07.2014
- Managed schedule effectively to plan and carry out as many as 30 parties per month.Handled any unexpected issues or emergencies calmly and professionally, maintaining a positive atmosphere during events.
- Prepared and served food and drinks to guests, meeting hygiene and safety standards.
- Operated POS system to process payments, complete sales transactions and calculate correct change.
- Demonstrated adaptability when working with diverse clientele across various age groups, interests, cultural backgrounds, or special needs requirements.
Education
High School Diploma -
New Urban High School
Class Of 201506.2015
Skills
- Customer Service
- Technical Troubleshooting
- Communication (Verbal and Written)
- Time Management
- Type 65 WPM
- MS Office 365 (Word, PowerPoint, Excel, and OneNote)
- CRM Software (Salesforce, Oracle)
- Remote Communication Tools (Zoom, Microsoft Teams, Skype)
- Avaya
- Cisco
- Tableau
- POS Systems and Ordering Platforms
Timeline
Family Caregiver
Career Hiatus
09.2022 - 02.2024
Senior Online Banking Specialist
U.S. Bank
05.2017 - 09.2022
Customer Service Representative, Trainer
Active TeleSource
04.2015 - 05.2017
Fast Food Crew Member
Taco Bell
07.2014 - 03.2016
Event Coordinator
Oaks Amusement Park
02.2013 - 07.2014
High School Diploma -
New Urban High School
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