Dana Overton
Customer Service Representative Manager
Durant,OK
Summary
Dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
30
30
years of professional experience
Work History
IT Support Specialist
360 Communications
Durant, OK
08.2021 - Current
- Created help desk tickets, troubleshot and resolved desktop issues.
- Answered questions and provided information to customers about new software or hardware.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Submitted service tickets for equipment maintenance requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Activated accounts for clients interested in new services.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Fielded average of 45 inbound phone calls to deliver support and remotely resolve service issues.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Managed high levels of call flow and responded to customer's technical support needs.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
Lead Pawnbroker
EZ Pawn
Durant, OK
02.2019 - 10.2020
- Negotiated sale prices to reach target profit margins while reaching suitable pricing for customer.
- Checked, organized and displayed inventory attractively to promote patron interest.
- Made loans on various items after closely inspecting item values, collecting payments or tangible property as collateral.
- Processed payments, handled cash and securely initiated bank deposits for $5000 revenue-grossing pawn shop.
- Assessed quality and value of incoming items and offered customers loans.
- Assessed value of merchandise, tested functionality of items and set up loans and layaways.
- Processed new inventory to ready for stocking on sales floor.
- Performed store open and close procedures as part of shift responsibilities.
- Prepared all paperwork, checked identifying information and documented transactions.
- Organized store shelves to display most attractive inventory.
- Worked with customers to develop loans worth up to $5000 according to personal needs, preferences and payment abilities.
- Checked payment verification and applications for pawn loans, carefully examining paperwork to prevent fraud or theft issues.
- Estimated value and gave appraisals of merchandise for prospective clients.
- Monitored day-to-day activities of shop, communicating issues with shop owners and closely watching over inventory.
- Monitored aging inventory and placed collateral up for sale upon payoff of loan terms.
- Organized stock overflow room and moved stock to show room when space was available.
- Sold variety of items to over 50 daily customers, working to upsell package items and exceed sales goals.
- Welcomed customers to shop and offered to answer questions on merchandise.
- Assisted clients with merchandise questions regarding musical instruments, jewelry and electronics.
- Handled over 30 daily payments, always giving receipts and explaining policies to maintain excellent customer satisfaction.
- Performed monthly inventory checks and ran reports.
- Complied with local, state and federal laws in reviewing identification, obtaining thumbprints and verifying serial numbers against law enforcement databases.
Front Attendant
The Spa
Durant, OK
03.2017 - 01.2019
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Collected and authorized payments of guests.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used POS system to enter orders, process payments and issue receipts.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
- Set up new sales displays each week.
Education
No Degree - Criminal Justice
Southeastern Oklahoma State University
Durant, OKHigh School Diploma -
Van Alstyne High School
Van Alstyne, TXSkills
- Firmware Development
- Help Desk Support
- Resolving Problems and Incidents
- Collaborative Team Player
- Service Desk Team Management
- Friendly and Patient
- User Support and Troubleshooting
- Customer Communication and Empathy
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
IT Support Specialist
360 Communications
08.2021 - Current
Lead Pawnbroker
EZ Pawn
02.2019 - 10.2020
Front Attendant
The Spa
03.2017 - 01.2019
No Degree - Criminal Justice
Southeastern Oklahoma State University
High School Diploma -
Van Alstyne High School
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