Dana Dunn
ATHENS,Al
Summary
To obtain a position with a stable company that will utilize my excellent customer service and sales abilities to the fullest potential. Profile: Versatile,Results Oriented Individual.Rapidly develops and specialized knowledge to perform at peak efficiency. Interpersonal: Able to to get along well with coworkers and accept supervision. Self motivated but also can function effectively as a core team member. Communicate well with all ages groups. Able to interpret customer concerns. Extensive successful experiences dealing with the public.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Receptionist /Office Assistant
Old Mill Iron
Elkmont , AL
2021.10 - Current
- Scheduled and confirmed For Sales Manager
- Delivered administrative support to team members by making copies, sending emails, organizing documents and rearranging schedules.
- Greeted customers, answered general questions and directed to appropriate locations.
- Answered and directed incoming calls using multi-line telephone system.
- Updated and recorded customer or client information to maintain accounts.
- Processed payments and updated accounts to reflect balance changes.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Maintained OSHA Training Weekly meetings
- Quickbooks
- Scanned physical documents and uploaded to databases for digital maintenance.
- Assisted with payroll preparation
- Inventoried and ordered supplies for office.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
- Sorted documents, matching supporting invoices to procurement documents and verifying invoices for payment.
- Received payments from customers via cash, check and credit cards to pay company invoices.
- Communicated with vendors and clients to facilitate timely payments and reduce outstanding accounts receivable.
- Classified and summarized financial data to compile and enter in financial records
- Monitored loans and accounts payable to confirm payments are current.
CSR/ DISPATCHER
ANSWERTEL
ATHENS , AL
2020.03 - 2021.06
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Delivered service and support to each customer, paving way for future business opportunities.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Remained constantly aware of customer activity to ensure safe and secure shopping environment.
Security Officer
Twin City
ELKMONT , AL
2019.01 - 2021.02
- Guarded restricted areas to prevent unauthorized entry.
- Patrolled and secured industrial and commercial premises to prevent intrusion.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations.
- Documented all security-related situations and submitted in-depth reports to superiors.
- Enforced security regulations and escorted non-compliant individuals to private areas for processing.
- Responded to alarms and disturbances to maintain safety.
- Warned persons of rule infractions or violations and evicted violators from premises.
- Monitored premises and recorded all activity in daily officer report.
Customer Service Representative
Comcast Cable
Huntsville , Al
2013.07 - 2018.11
- Experience Inbound Call Center Agent who can efficiently process a large volume of calls in a day.
- Adept in computer database programs offering exceptional customer service and retaining disgruntled clients who have issues with the company's product.
- Specializes in dealing with angry clients processing large amounts of call data and interpreting customer service data from a spreadsheet.
- Handled basic customer insurance claims and transferred calls that required more focused assistance.
- Maintained a high rating for each metric that the company used to rate call associates.
- Regularly received commendations from management and customers on high level of customer service.
- Handled inbound customer service complaints and questions from a variety of customers.
- Input call data into the company database and generated reports for management at the end of the week.
- Maintained a high level of reliability by taking very little unscheduled time off.
Property Manager
Storage South Management
Huntsville , Al
2011.07 - 2011.10
- Investigate, evaluate and settle claims, applying technical knowledge and human relations skills to effect fair and prompt disposal of cases and to contribute to a reduced loss ratio.
- Adjust reserves or provide reserve recommendations to ensure that reserve activities are consistent with corporate policies.
- Resolve complex, severe exposure claims, using high service oriented file handling.
- Pay and process claims within designated authority level.
- Examine claims investigated by insurance adjusters, further investigating questionable claims to determine whether to authorize payments.
- Verify and analyze data used in settling claims to ensure that claims are valid and that settlements are made according to company practices and procedures.
- Enter claim payments, reserves and new claims on computer system, inputting concise yet sufficient file documentation.
- Confer with legal counsel on claims requiring litigation.
- Contact or interview claimants, doctors, medical specialists, or employers to get additional information.
- Maintain claim files such as records of settled claims and an inventory of claims requiring detailed analysis.
Customer Service Representative
Regional Finance Corp
Huntsville , Al
2010.03 - 2011.03
- Verify and examine information and accuracy of loan application and closing documents.
- Interview loan applicants in order to obtain personal and financial data, and to assist in completing applications.
- Assemble and compile documents for loan closings, such as title abstracts, insurance forms, loan forms, and tax receipts.
- Answer questions and advise customers regarding loans and transactions.
- Contact customers by mail, telephone, or in person concerning acceptance or rejection of applications.
- Record applications for loan and credit, loan information, and disbursements of funds, using computers.
- Prepare and type loan applications, closing documents, legal documents, letters, forms, government notices, and checks, using computers.
- Present loan and repayment schedules to customers.
- Calculate, review, and correct errors on interest, principal, payment, and closing costs, using computers or calculators.
- Check value of customer collateral to be held as loan security.
Manager
Ez Cash N Pawn
Huntsville , Al
2008.08 - 2011.03
- Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.
- Examine, evaluate, or process loan applications.
- Plan, direct, or coordinate the activities of workers in branches, offices, or departments of establishments, such as branch banks, brokerage firms, risk and insurance departments, or credit departments.
- Oversee the flow of cash or financial instruments.
- Recruit staff members and oversee training programs.
- Network within communities to find and attract new business.
- Approve, reject, or coordinate the approval or rejection of lines of credit.
- Prepare financial or regulatory reports required by laws, regulations, or boards of directors.
- Establish procedures for custody or control of assets, records, loan collateral, or securities to ensure safekeeping.
- Review collection reports to determine the status of collections and the amounts of outstanding balances.
Assistant Manager
Economy & Thrifty Check Advance
Decatur , Al
2008.02 - 2008.08
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
- Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Advise customers of necessary actions and strategies for debt repayment.
- Persuade customers to pay amounts due on credit accounts, damage claims, or non payable checks, or to return merchandise.
- Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts.
- Locate and monitor overdue accounts, using computers and a variety of automated systems.
- Answer customer questions regarding problems with their accounts.
- Record information about financial status of customers and status of collection efforts.
- Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.
- Sort and file correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing reports.
Education
High School Diploma -
Ardmore High School
05.1999
Skills
Courteous with Strong Service Mindset
- Understanding Customer Needs
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Multitasking and Prioritization
- Upselling Products and Services
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Microsoft Exchange
- Database Management
- Time Management
- Multi-Line Phone Systems
- First-Tier Technical Support
- Call Volume and Quality Metrics
- Membership Inquiries and Renewals
- Office Equipment Operations
- Business Operations Understanding
- Prioritization and Time Management
- Appointment Scheduling
- Call Answering and Routing
- PC Proficient
- Document Control
- Microsoft Office Suite
- Quick Books
References
References Available on Request
Accomplishments
- Computed Data Reports - Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
- Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members' information.
- Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Restructured scheduling processes for office personnel with the creation of highly effective Excel tracking template.
Affiliations
- Customer Service Institute of America
- Member, Small Business Association (2008 - present)
- WBENC - Nation Women's Business Enterprise Certification
Certification
- Quick Books Training - 2023
Timeline
Receptionist /Office Assistant
Old Mill Iron
2021.10 - Current
CSR/ DISPATCHER
ANSWERTEL
2020.03 - 2021.06
Security Officer
Twin City
2019.01 - 2021.02
Customer Service Representative
Comcast Cable
2013.07 - 2018.11
Property Manager
Storage South Management
2011.07 - 2011.10
Customer Service Representative
Regional Finance Corp
2010.03 - 2011.03
Manager
Ez Cash N Pawn
2008.08 - 2011.03
Assistant Manager
Economy & Thrifty Check Advance
2008.02 - 2008.08
High School Diploma -
Ardmore High School
- Quick Books Training - 2023
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