Dawn Drakopulos-Venable
Los Angeles,CA
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
32
32
years of professional experience
Work History
Training Director/Implementation Specialist
Fresh Aire Duct Cleaning
Glendale, CA
03.2021 - Current
- Developed and implemented training programs to ensure employees had the necessary skills to perform their job duties.
- Conducted regular assessments of existing training programs to identify areas for improvement and development opportunities.
- Provided feedback and guidance on employee performance to supervisors and managers.
- Created, edited, and updated course materials for all training sessions.
- Collaborated with human resources personnel to develop strategies for enhancing employee learning experiences.
- Maintained a database of all employees' training records including certifications and qualifications.
- Prepared reports on the progress of each individual program or project within the scope of the Training Director role.
- Coordinated with managers to identify skill or knowledge gaps and implement training needs.
- Approved new training techniques and suggested enhancements to optimize existing training programs.
- Mentored team members to succeed and advance within department and company.
Customer Service Representative
ADP
La Palma, California
12.1998 - 12.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- 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.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Representative
Disneyland Park
Anaheim, California
09.2018 - 03.2020
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Emergency Dispatcher/Trainer
King Central
Irvine, California
10.2001 - 07.2018
- Received and evaluated emergency calls from the public; determined the nature of the call and provided necessary instructions.
- Coordinated resources between responding agencies during multi-agency incidents.
- Assisted callers by providing pre-arrival instructions until help arrived at scene.
- Ensured that all dispatch requests were handled promptly and efficiently.
- Prioritized calls based on severity level in order to ensure that those requiring immediate attention were addressed first.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Dispatched police officers and emergency personnel to calls for service.
Customer Service Representative/Alarm Dispatcher
King Central
Anaheim, California
09.1992 - 10.1998
- Maintained confidentiality of sensitive information entered into the system.
- Reviewed existing information for accuracy and made necessary corrections.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Operated various office equipment such as scanners, printers. when required.
- Provided support to management staff in regards to data entry processes.
- Provided technical guidance to field personnel as needed in order to resolve issues quickly and safely.
- Updated databases frequently with new information regarding changes in personnel, equipment or procedures.
Education
Early Childhood Education
Fullerton College
Fullerton, CALiberal Arts And General Studies
Cypress College
Cypress, CASkills
- Course Planning
- Training Methods
- Training Oversight
- Leadership training
- New Employee Training
- Coaching and Mentoring
- Classroom Instruction
Timeline
Training Director/Implementation Specialist
Fresh Aire Duct Cleaning
03.2021 - Current
Customer Service Representative
Disneyland Park
09.2018 - 03.2020
Emergency Dispatcher/Trainer
King Central
10.2001 - 07.2018
Customer Service Representative
ADP
12.1998 - 12.2021
Customer Service Representative/Alarm Dispatcher
King Central
09.1992 - 10.1998
Early Childhood Education
Fullerton College
Liberal Arts And General Studies
Cypress College