Dawn Durni

Safely pick up children from home to school to home. Ensure following all traffic laws.

This was a remote position, I worked from home assisting customers with questions about their mortgage. Answered 50-90 incoming calls per day, verified identity of caller for security purposes, assisted caller with any questions they have with their mortgage, and entered notes and work orders after each call.

I started this position as a temporary employee through Express Professionals and was hired on by the company three months later. I drove a straight truck to deliver merchandise to customers, assist customers as needed, fill vending machines, fill condiments as needed, and unload the truck and transport the product using a dolly.

I took incoming calls for a 24/7/365 call center where I would gather and distribute information and data for hundreds of clients. We worked with a multitude of different career fields including doctors, funeral homes, lawyers, psychologists, apartment maintenance, plumbers, and many more. In this position, most callers were calling us because they were already upset for many different reasons. Some may be having a mental health crisis, some could be calling because the ceiling is leaking and caving in over their new furniture or electronics, or their heat went out on the coldest day of the year. Therefore, I not only had to accurately collect all the information I could, but also try to calm them down and reassure them that I would send help as soon as I can. Then, after taking the call I would have to dispatch the on call professionals to help them out. Each of the hundreds of clients we answered for had their own detailed instructions on what information to gather and how they wanted to be reached. Therefore, multi-tasking was a big part of my position. As I was listening to the caller, I would be reading that client's instructions, and while I was taking their information I had to verify everything.

I answered incoming calls from customers that needed help to place orders, resolve issues with their orders, aid with and process returns. This position gave the customer service agents empowerment, in which we were given the power to make decisions on how to compensate unhappy customers in a manner that is reasonable to both the customer and the business. Management felt that the best person to handle compensation is the customer care specialist that has heard the entire story and actually sympathized with the customer, so we were better equipped to satisfy their needs and help solve the problem than it would be to transfer the call to a manager who knows nothing about the issue. This really helped me to learn how to soothe upset customers and truly make them happy.