Dawn Carlson
Gilford,USA
Summary
Customer Service Manager with extensive experience at Keepsake Quilting, specializing in client relations and data management. Proficient in NetSuite and Gorgias, successfully resolved complex issues, resulting in increased customer satisfaction and retention rates. Strong supervisory skills combined with telecommunications expertise contribute to team success and operational efficiency.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Keepsake Quilting
Gilford, NH
06.2021 - Current
- Facilitated over 150 daily customer interactions, delivering personalized service to boost retention.
- Trained new hires on customer service protocols and company policies for uniform performance.
- Managed service queues to ensure compliance with established response time objectives.
- Collaborated with cross-functional teams to effectively resolve complex customer issues.
- Maintained accurate customer account information through manual processing and digital updates.
- Adhered to company policies and scripts, achieving call-time and quality benchmarks consistently.
- Demonstrated extensive knowledge of all company products for efficient inquiry resolution.
- Provided additional support to various business areas as required.
Call Center Service Agent
J.Jill
Tilton, NH
03.2021 - 06.2021
- Managed over 50 customer interactions daily, delivering personalized and polite service to enhance retention.
- Demonstrated comprehensive knowledge of company products and services to provide efficient responses.
- Maintained accurate customer account data through manual processing and digital updates.
- Adhered strictly to company policies and scripts, consistently meeting call-time and quality standards.
Seasonal Call Center Representative Home Agent
L.L. Bean, Inc.
Portland, ME
09.2019 - 02.2021
- Managed over 50 customer interactions daily, delivering detailed, personalized service to enhance retention.
- Leveraged comprehensive knowledge of company products and services to provide prompt, accurate responses.
- Maintained precise customer account data through manual processing and digital updates.
- Adhered to company policies and scripts, consistently meeting call-time and quality standards.
Retention Specialist
Atlantic Broadband Inc
Belmont, NH
12.2019 - 09.2020
- Assisted customers in resolving issues by providing tailored solutions and recommendations.
- Communicated account updates and new service offerings to enhance customer understanding.
- Maintained knowledge of current marketing offers to inform customer interactions.
- Contacted delinquent customers to address billing disputes and collect outstanding balances.
- Researched and explained customer concerns regarding billing charges and credits.
- Processed disconnect paperwork for accounts classified as non-collectible.
- Conducted telephone surveys to support marketing initiatives.
- Scheduled equipment retrieval appointments from disconnected customers.
Call Center Representative Specialist/Editor
Keepsake Quilting
Center Harbor, NH
11.2007 - 02.2020
- Handled over 100 customer interactions daily, delivering personalized and courteous service to enhance retention.
- Demonstrated comprehensive knowledge of company products and services to provide swift responses.
- Maintained accurate customer account data through manual processing and digital updates.
- Adhered to company policies and scripts, achieving call-time and quality standards consistently.
- Reviewed and edited incoming mail orders for input into NetSuite for accuracy.
- Checked order tickets prior to dispatch to ensure precise packing and shipping.
- Managed assigned cases effectively, documenting necessary details in NetSuite.
- Created training manual and trained staff on NetSuite ordering system.
Administrative Assistant
TJ Collectibles
Milford, MA
01.2000 - 10.2007
- Executed comprehensive administrative duties, including executive support and office management.
- Coordinated billing and invoicing processes to ensure accuracy and timeliness.
Education
Associate of Science - Accounting
Southern New Hampshire University
Manchester05.2025
High School Diploma -
Blackstone Millville Regional High School
Blackstone, MA06.1988
Skills
- NetSuite and Gorgias
- Telecommunications expertise
- Client support and relations
- Payment processing and accounting
- Supervisory experience
- B2B strategies
- Data entry services
Timeline
Customer Service Manager
Keepsake Quilting
06.2021 - Current
Call Center Service Agent
J.Jill
03.2021 - 06.2021
Retention Specialist
Atlantic Broadband Inc
12.2019 - 09.2020
Seasonal Call Center Representative Home Agent
L.L. Bean, Inc.
09.2019 - 02.2021
Call Center Representative Specialist/Editor
Keepsake Quilting
11.2007 - 02.2020
Administrative Assistant
TJ Collectibles
01.2000 - 10.2007
Associate of Science - Accounting
Southern New Hampshire University
High School Diploma -
Blackstone Millville Regional High School
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