Dawn Brunner
Fredericksburg,VA
Summary
Knowledgeable and dedicated professional. Solid team player with an outgoing, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
31
31
years of professional experience
Work History
MSR - Tier 2 Analytics Specialist
WHOOP, Remote
Fredericksburg, VA
12.2021 - Current
- Help members via email, chat, & phones to better understand their data and fully utilize the WHOOP platform to their advantage to improve overall member retention
- Identified issues, analyzed information and provided solutions to problems.
- Identifying and submitting bug reports via Jira to the appropriate team.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Training monitor for incoming agents
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Membership Services Representative
WHOOP
Fredericksburg, VA
10.2021 - 12.2021
- Provide assistance to members via email, chat, and phone
- Troubleshooting billing questions, basic questions about their hardware, software, analytics, and shipping questions
- Multitasking within multiple tools to locate the member's information and process a resolution
- Promoted to Tier 2 Analytics Specialist within 30 days in production.
Customer Service Representative
ModSquad
Fredericksburg, VA
01.2018 - 10.2021
- Interact with customers via email, chat, social media, and phone
- Assist with various account issues, technical walk-thru for the apps and websites, and process various requests
- Efficiently multitask in various software to provide a positive resolution for the customer
- Adapt regularly to all new programs as required
- Able to meet the expectations of new projects within the provided training period and continue to grow and improve with time on the project.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Recommended products to customers, thoroughly explaining details.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Office Assistant/Customer Ser/Install Coordinator
Inspired Electrical
Locust Grove, VA
07.2014 - 01.2018
- Administrative and office support for multiple supervisors, including scheduling meetings, bookkeeping, and coordinating the high volume of daily activities.
- Provided clerical support, addressing routine and special requirements.
- Produced high-quality communications for internal and external use.
- Developed correspondence letters, memos and emails.
- Interacted with customers by phone, email or in-person to provide information.
- Completed clerical tasks such as filing, copying and distributing mail.
- Verified accuracy of business records by consistently updating customer information.
- Coordinated installation of equipment including permits, other vendors and our team.
Blogger/Writer
Living In Green Jeans
Fredericksburg, VA
06.2011 - Current
- My creation of a space that I've grown from homeschooling life to our life of visiting local wineries, meeting winemakers and owners and the travel that happens around those visits. It is a work in progress and continually growing.
- Working to grow my writing skills one interview and article at a time
- Social media interactions on Facebook, Instagram, Pinterest and Twitter
- Created a downloadable document for visitors to view all the wineries in Virginia and keep track of the ones they visit
- Photographer for the majority of the photos on the site.
Merchandiser
Mattel Inc
Fredericksburg, VA
08.2013 - 07.2014
- Stock products according to plan-o-gram, interact with store personnel, and offer customer service as needed during store visits
- Layout to plan-o-gram
- Assemble displays per plan with POP
- Complete company-assigned surveys
- Operate inventory tools and software.
- Inspected merchandise for quality and arranged proper display location on floor.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
Merchandiser
Plant Partners
Fredericksburg, VA
02.2014 - 06.2014
- Metrolina Greenhouses
- Seasonal, Seasonal - Lowe’s Division) - February to June for 2014, 2016, 2018) Display and organize plants, and unload carts of plants delivered to the store
- Communicate efficiently and effectively with store management and personnel about completed tasks and tasks that need to be completed
- Interact with customers, offering assistance with plant choices and information on plants, such as where to plant, when to plant, and general care.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Inspected merchandise for quality and arranged proper display location on floor.
Merchandiser
Plant Partners, Metrolina Greenhouses
Fredericksburg, VA
02.2013 - 10.2013
- Seasonal Position
- Walmart Division) Display and organize plants, and unload carts of plants delivered to the store
- Communicate efficiently and effectively with store management and personnel about completed tasks and tasks that need to be completed
- Interact with customers, offering assistance with plant choices and information on plants, such as where to plant, when to plant, and general care.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Inspected merchandise for quality and arranged proper display location on floor.
Virtual Office Assistant
William E. Barr & Associates
Arlington, VA
09.1996 - 08.2006
- Successfully completed reports to exceed goals of both appraisal department and overall organization.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Transcribed and organized information to assist in preparing commercial appraisals
- Compiled year end documentation for tax filing
Education
High School Diploma -
Annandale HighSchool
01.1981 - 06.1981
Skills
TechnicalTroubleshootingCustomer ServiceProblem-SolvingActive ListenerGoogle DocumentsZendeskAdminChargebeeSlackIntercomSproutLookerCare PortalShopifySalesforce
Flexible and Adaptable
Analytical and Critical Thinking
Excellent Communication
Teamwork and Collaboration
MS Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
Timeline
MSR - Tier 2 Analytics Specialist
WHOOP, Remote
12.2021 - Current
Membership Services Representative
WHOOP
10.2021 - 12.2021
Customer Service Representative
ModSquad
01.2018 - 10.2021
Office Assistant/Customer Ser/Install Coordinator
Inspired Electrical
07.2014 - 01.2018
Merchandiser
Plant Partners
02.2014 - 06.2014
Merchandiser
Mattel Inc
08.2013 - 07.2014
Merchandiser
Plant Partners, Metrolina Greenhouses
02.2013 - 10.2013
Blogger/Writer
Living In Green Jeans
06.2011 - Current
Virtual Office Assistant
William E. Barr & Associates
09.1996 - 08.2006
High School Diploma -
Annandale HighSchool
01.1981 - 06.1981