Dana Morrow
Hutchins
Summary
Accomplished Customer Service and Administrative Support Professional, with years of outstanding achievement, providing comprehensive support while tailoring solutions to customers in diverse industries. A take-charge individual and exceptionally detailed, organized, and highly accurate business professional with a unique ability to successfully manage multiple administrative projects simultaneously. Consistently leverages organizational capabilities to facilitate well-run and streamlined office operations. Excellent interpersonal skills to work effectively with people from diverse professional and cultural backgrounds. Well-versed in all aspects of superior customer service. Results-driven Branch Manager with several years of comprehensive experience in financial services. Polished in managing branch, promoting, and marketing branch products and allocating funds. Deeply familiar with banking rules and regulations. Friendly professional dedicated to promoting and maximizing sales opportunities.
Overview
22
22
years of professional experience
Work History
Branch Coordinator
Securitas Electronic Security
Nashville
08.2021 - Current
- Company Overview: Securitas Electronic Security is a division of Securitas AB, the largest protective service provider in the world with over 370,000 + security heroes across the world
- Review Service Backlog daily for any new direct work orders
- Upon booking make initial contact with the customer to confirm scope, site readiness, contact information, Authorize signatories and establish a customer promise date
- Act as an internal liaison between the local branch and centralized purchasing team for ordering of material and delivery tracking
- Securitas Electronic Security is a division of Securitas AB, the largest protective service provider in the world with over 370,000 + security heroes across the world
Firestone
01.2020 - 01.2021
- Provide superior to incoming customer calls and placed orders
- Managed large accounts Love, TA truck stop, Pilots
- Work with Service Manager and Install Manager to coordinate labor resources, schedule with the customer, and place on the internal schedule board
- Process Returned Material Authorizations (RMA's) as necessary
- Create material and lift purchase requisitions for Service Tickets
- Communicate any material issues (i.e., extended lead times, back-orders, etc.) with Sales and Branch Service team as needed if project timeline is affected
Customer Service Representative III
Bridgestone Americas
Nashville
01.2019 - 01.2021
- Company Overview: $15B manufacturer rooted in innovation and dedicated to providing world-class tire and rubber-related products and services around the globe
- Provided superior customer service to incoming customer calls and placed orders
- Managed large accounts: Loves, Travel Centers, and Pilot
- Created an Excel spreadsheet showing customer open orders and provided ETA on products
- Monitored accounts weekly and scheduled deliveries
- Processed more than 200 invoices every two weeks making sure vendors were paid
- $15B manufacturer rooted in innovation and dedicated to providing world-class tire and rubber-related products and services around the globe
Firestone Warranty Services Coordinator
Bridgestone Americas
Nashville
01.2017 - 01.2019
- Assisted in managing commercial warranties for Firestone Building Products
- Processed warranty service, placed orders, and dispatched contractors
- Maintained and managed relationships with roofing contractors and building owners / representatives keeping lines of communication open to ensure quality guarantee of Firestone Roofing Warranties
- Completed in-depth inspection and analysis of roofing systems exhibiting problems which required extensive knowledge of all construction practices as they relate to Firestones' systems and watertight integrity of the roof
- Provided a quick, thorough completion of all paperwork including photographs related to each claim to properly document Firestones' position for presentation and future reference including possible litigation
- Prepared clear and concise in-depth repair specifications which summarize roof top analysis into cost effective, workable solutions
- Coordinated with purchasing to choose repair contractor
- Completed material order forms to ship repair materials to represented contractors
- Reviewed written specifications by others for clarity, completeness, and cost effectiveness
Company Customer Solutions
Tractor Supply
Brentwood
01.2016 - 01.2017
- Company Overview: $11.7B American retail chain of stores that offers products for home improvement, agriculture, lawn and garden maintenance, livestock, equine and pet care
- Answered incoming customer calls and resolved all customer comments, inquiries and concerns
- Completed online sales, upsells, and resolved all online order issues and inquiries
- Followed through with any research or additional customer contact to ensure complaint or query was resolved
- Partnered with the Store or District Manager to ensure resolution to customer comments as needed
- Provided product information and project information for how-to-customers, including recommending products to purchase and / or their effective use
- Served as facilitator of team meetings at times
- $11.7B American retail chain of stores that offers products for home improvement, agriculture, lawn and garden maintenance, livestock, equine and pet care
Fraud Analyst
Xerox
Nashville
01.2015 - 01.2016
- Company Overview: $7.2B American corporation that sells print and digital document products and services in more than 160 countries
- Reviewed online orders to make sure customer addresses and credit card information matched the customer profile
- Wrote reports and documented evidence, findings, and recommendations
- Interviewed and elicited information from staff and contractors to resolve questions
- Analyzed data from multiple sources to identify discrepancies, spot fraud, and eliminate suspicion
- Educated staff and contractors on fraud and associated behaviors
- Protected company assets by ensuring proper procedures were followed per company guidelines
- $7.2B American corporation that sells print and digital document products and services in more than 160 countries
Sr. Customer Service Representative
Verizon Wireless
Murfreesboro
01.2003 - 01.2015
- Company Overview: The second-largest wireless carrier in the United States, with 120.9 million subscribers
- Demonstrated outstanding courtesy customer care by managing consumer, business, government, and high valued accounts
- Promptly identified and solved troubleshooting issues with effective resolution
- Managed escalated calls for the department to find solutions that satisfy both parties
- Completed all transactions in relation to porting numbers from outside carriers
- Demonstrated and regularly practiced the skills necessary to manage porting requests from internal and external customers by adhering to the Local Number Portability quality sequencing model
- Researched and troubleshot complex wireless porting issues from internal and other wireless carriers, including working through the activation of ported telephone numbers
- Managed situations that may require adaptation of response or extensive research and follow-up with the customer
- Resolved telephone number change errors
- Created an online tool implemented companywide to identify specific problem issues with customers
- The second-largest wireless carrier in the United States, with 120.9 million subscribers
Education
Coursework in Business Administration -
Bethel Community College
Nashville, TN01.2010
High School Diploma -
Franklin County High School
Franklin, TNSkills
- Collaborative leadership style
- Office Administration / Coordination
- Superior Customer Service, Relations, Retention
- Account Management
- Needs Assessment / Follow-Up
- Asset protection
- Strong communication skills
- Operational Assistance
- Project Management
- Training and Development
- Complex problem solving
- Prioritizing, organizing, multi-tasking
- Problem Solving, Independent Judgment
- Data Entry, Data Management
- Continuous Improvement
- Fraud analysis and prevention
- MS Office
Community Service
Volunteer, Domestic Center, Murfreesboro, TN, 01/18, 12/20
Professional Development
- SAP, 17
- Fraud Prevention Training, 16
Timeline
Branch Coordinator
Securitas Electronic Security
08.2021 - Current
Firestone
01.2020 - 01.2021
Customer Service Representative III
Bridgestone Americas
01.2019 - 01.2021
Firestone Warranty Services Coordinator
Bridgestone Americas
01.2017 - 01.2019
Company Customer Solutions
Tractor Supply
01.2016 - 01.2017
Fraud Analyst
Xerox
01.2015 - 01.2016
Sr. Customer Service Representative
Verizon Wireless
01.2003 - 01.2015
Coursework in Business Administration -
Bethel Community College
High School Diploma -
Franklin County High School
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