Dashka Begon
Mobile,AL
Summary
Well-qualified and proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
13
13
years of professional experience
Work History
Technical Customer Service Representative
ADT Security Services
05.2022 - Current
- Assist customers with troubleshooting their devices when there is an issue.
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
- Provided comprehensive product knowledge to customers, enabling them to make informed decisions about their purchases.
- Developed strong relationships with clients by consistently providing exceptional service and technical expertise.
- Boosted customer retention through timely resolutions of complex issues and diligent follow-up communication.
- Managed high call volume while maintaining a professional demeanor, ensuring a positive customer experience at all times.
- Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
- Increased client satisfaction by tailoring solutions to individual needs and preferences within the scope of available resources.
- Nurtured long-term partnerships with key accounts, demonstrating a commitment to ongoing support and continuous improvement efforts.
- Assisted in the development of user guides and FAQs, contributing to a more accessible self-help library for customers.
- Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
- Coordinated closely with engineering teams to report software bugs and hardware defects, facilitating swift problem resolution for affected customers.
Inbound Call Center Representative
Infocision
04.2021 - 02.2022
- Answering inbound calls for different companies and take donations.
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Streamlined call center operations by implementing efficient processes and procedures.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
- Contributed to the development of training materials for new representatives, enabling quicker onboarding and integration into the team.
Order Processing supervisor
OA Logistics
05.2015 - 11.2019
- Orchestrated efficient routing by producing accurate shipping documentation and package labels
- Compared shipping orders and invoices against contents received to verify accuracy
- Drafted and managed work and shipping orders, bills of lading and shipping route materials for accurate and compliant recordkeeping
- Worked effectively with shippers to resolve issues with shipments, including damaged materials and shortages, inventory control
- Assisted customers by providing tracking information and resolving shipping or merchandise issues
- Processed JLA, ECOM, OLLIX LT'S
- Prepared and packed boxes in an efficient manner
- Received and followed pick sheets to gather merchandise for customer orders
- Supervised and made sure orders were properly processed.
- Streamlined order processing by implementing efficient systems and procedures.
- Enhanced customer satisfaction by ensuring timely and accurate order fulfillment.
Shipping Clerk
OA Logistics
12.2012 - 05.2015
- Responded to customer requests via telephone and email and effectively answered questions and inquiries
- Received and followed pick sheets to gather merchandise for customer orders
- Assisted customers by providing tracking information and resolving shipping or merchandise issues
- Addressed problems in a proactive and knowledgeable manner to maintain and enhance client satisfaction.
- Improved shipping efficiency by streamlining packing and labeling processes.
- Reduced shipping errors by implementing a thorough quality control system for outgoing orders.
Data Entry Clerk
OA Logistics
03.2011 - 11.2012
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Increased team efficiency by training new data entry clerks on company software, processes, and best practices.
- Streamlined workflow with automation techniques, reducing manual input time and minimizing potential for human error.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
- Improved database integrity by regularly updating records to ensure relevancy and accuracy of information.
- Collaborated with IT department to troubleshoot software issues, leading to a more stable data entry environment.
- Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
- Supported various departments with ad hoc data entry requests, enabling them to make informed decisions based on accurate information.
Education
GED -
FDNY Highschool
East New York, NY06.2007
Skills
- DATA ENTRY
- Customer service
- Technical Support
- Troubleshooting
- Issue Escalation
- Data Analysis
Additional Information
Skills
Data entry Warehouse and fulfillment
Route management Fast learner
Package labeling Deadline-driven
Shipment planning Excellent time management
Team development Familiar with WMS
Familiar with RF systems Safety-conscious
Computer-savvy LTL knowledge
Assessments
Customer focus & orientation, Highly Proficient, 02/01/21, Responding to customer situations with sensitivity
Timeline
Technical Customer Service Representative
ADT Security Services
05.2022 - Current
Inbound Call Center Representative
Infocision
04.2021 - 02.2022
Order Processing supervisor
OA Logistics
05.2015 - 11.2019
Shipping Clerk
OA Logistics
12.2012 - 05.2015
Data Entry Clerk
OA Logistics
03.2011 - 11.2012
GED -
FDNY Highschool