Danita F. Covington
Winston-Salem,North Carolina
Summary
Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning.
Overview
8
8
years of professional experience
Work History
EBO Collector
Firstpoint GMA
02.2023 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
Receptionist Administrator
Goodwill Industries of Northwest NC, the Resource
05.2023 - 07.2023
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Acted as first point of contact and set appointments for prospective clients.
- Supported executive staff with calendar management, meeting coordination, travel arrangements, and expense reporting for optimal time utilization.
Customer Service Representative
Alorica
07.2017 - 05.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor of Arts - History
High Point University
High Point, NC05-2008
Skills
- Safety procedures
- Call center experience
- Customer research
- Assertiveness
Timeline
Receptionist Administrator
Goodwill Industries of Northwest NC, the Resource
05.2023 - 07.2023
EBO Collector
Firstpoint GMA
02.2023 - 02.2025
Customer Service Representative
Alorica
07.2017 - 05.2021
Bachelor of Arts - History
High Point University
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