Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Dana Carlson

Wesley Chapel,FL

Summary

Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and a proactive approach to meeting customer and organizational goals.

Overview

11
11
years of professional experience

Work History

Instacart Shopper

Instacart
03.2020 - Current
  • Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
  • Managed time effectively to complete multiple orders within tight deadlines, maximizing productivity and earnings.
  • Worked productively with customers to meet order requirements and service expectations.
  • Increased customer satisfaction by providing timely and efficient grocery shopping services.

Retention Customer Service Representative

Charter Communications, Spectrum
02.2022 - 04.2023
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Analyzed customer feedback and developed new techniques to ensure customer retention.
  • Explained new products and services to customers.
  • Resolved customer service or billing issues by exchanging merchandise, refunding money or adjusting bills.
  • Received information regarding identified problems and devised responses to satisfy concerns.
  • Conferred with customers to take or enter orders, cancel accounts and gather details of complaints.

Assistant Manager in Training

Burger Monger
07.2017 - 01.2022
  • Trained and developed personnel to improve safety, employee relations and resolve any customer issues.
  • Supervised site investigations, reported issues and escalated those that required further assistance.
  • Established and maintained long-range plans for quality assurance.
  • Rotated merchandise and displays to feature new products and promotions.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Warehouse Worker

Sam's Club
05.2020 - 12.2021
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
  • Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
  • Simplified shipping and receiving processes for improved workflow.

Call Center Representative

GEICO
03.2021 - 09.2021
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Processed debit and credit card and electronic check payments.
  • Engaged in learning and development opportunities to promote continued performance improvement.
  • Educated customers on company systems, form completion and access to services.

Customer Service Lead

Dickeys BBQ Pit
04.2016 - 11.2019
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.

Crew Leader

McDonald's
12.2014 - 10.2018
  • Trained employees in time management and proper ways to complete job duties.
  • Maintained a safe working environment by enforcing strict adherence to safety guidelines and promptly addressing potential hazards.
  • Monitored team members to verify work quality and address concerns.
  • Served as the primary point of contact between crew members and upper management, relaying important information as necessary.

Education

High School Diploma -

Wiregrass Ranch High School
Wesley Chapel, FL

Bachelor of Science - Criminology

Florida State University
Tallahassee, FL
07-2025

Associate of Arts -

Pasco Hernando State College
Wesley Chapel, FL
12.2021

Bachelors - Music

Orhei Music School
Orhei, Moldova
05-2014

Skills

  • Meticulous attention to specifics
  • Effective problem resolution
  • Multitasking Abilities
  • Teamwork and Collaboration
  • Computer Skills
  • Flexible and Adaptable
  • Data evaluation
  • Inbound and Outbound Calling
  • Customer relations

Languages

English
Native/ Bilingual
Russian
Native/ Bilingual
Romanian
Native/ Bilingual

Timeline

Retention Customer Service Representative

Charter Communications, Spectrum
02.2022 - 04.2023

Call Center Representative

GEICO
03.2021 - 09.2021

Warehouse Worker

Sam's Club
05.2020 - 12.2021

Instacart Shopper

Instacart
03.2020 - Current

Assistant Manager in Training

Burger Monger
07.2017 - 01.2022

Customer Service Lead

Dickeys BBQ Pit
04.2016 - 11.2019

Crew Leader

McDonald's
12.2014 - 10.2018

Associate of Arts -

Pasco Hernando State College

High School Diploma -

Wiregrass Ranch High School

Bachelor of Science - Criminology

Florida State University

Bachelors - Music

Orhei Music School

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