Dana Whitmore
Covington,TN
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Inktel Contact Center Solutions
Miami, FL
10.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Manager
D and E Communications
Covington , TN
01.2011 - Current
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Analyzed customer feedback data to develop action plans for improving services offered.
Sales Agent
Aspen Dental
Covington, PA
02.2023 - 12.2024
- Conducted market research to identify potential customers and their needs.
- Generated leads through cold calling, online searches, and referrals from existing clients.
- Developed relationships with customers by providing excellent customer service.
- Attended meetings with current and prospective customers to discuss their business needs.
- Resolved customer complaints promptly and effectively.
- Performed daily analysis of sales figures to identify areas of improvement within the team's performance.
- Provided product demonstrations to potential buyers both in person or via video conferencing tools.
Education
Associate of Applied Science - Information Technology
Dyersburg State Community College
Dyersburg, TN01-2007
High School Diploma -
Fayette Ware Comprehensive High School
Somerville, TN05-1994
Skills
- Scheduling
- Information Security
- Complaint Resolution
- Account Updating
- Appointment Scheduling
- Data Entry
- Inbound and Outbound Calling
- Product Knowledge
- Report Generation
- Data Collection
- Consultative Sales
- Sales Closing
- Spreadsheets
- Microsoft Office Expertise
- Typing Proficiency
- Quality Control
- CRM Software
- Customer Education
- Active Listening
- Process Optimization
- Clerical Support
References
References available upon request.
Timeline
Customer Service Representative
Inktel Contact Center Solutions
10.2023 - Current
Sales Agent
Aspen Dental
02.2023 - 12.2024
Manager
D and E Communications
01.2011 - Current
Associate of Applied Science - Information Technology
Dyersburg State Community College
High School Diploma -
Fayette Ware Comprehensive High School