Dawn Houseton
Charlotte,NC
Summary
Adept at remote collaboration and customer engagement, I leveraged my proficiency in CRM software and negotiation skills at Clear Water Concepts to exceed monthly quotas by 70%. My proactive approach and ability to troubleshoot customer issues have consistently enhanced client satisfaction and operational efficiency. Committed to driving customer satisfaction and bottom-line growth for the organization.
Overview
16
16
years of professional experience
Work History
Remote Customer Service Appointment Setter
Clear Water Concepts
Charlotte, NC
10.2024 - Current
- Ensure that all customer data is kept confidential at all times.
- Call no-shows and cancellations to reschedule.
- Utilize existing software applications to manage schedules, track progress, and maintain records of client interactions.
- Make phone calls and send emails to establish leads, and track call metrics such as the number of calls made and the duration of calls.
- Develop and maintain relationships with potential customers through phone conversations.
- Maintain accurate records of all customer interactions and transactions.
- Document all activity related to the appointment-setting process.
- Adhere to company policies when scheduling appointments for customers.
- Resolve customer complaints promptly and efficiently.
- Provide information regarding services and policies.
- Successfully meet daily and monthly quotas by averaging a 70% higher closing rate for appointments scheduled for the sales team with qualified leads by finding suitable times that align with both the clients' availability and the sales representative's schedule.
Remote Appointment Setter/Customer Service Representative
Nationally Syndicated Radio Station
Charlotte, NC
08.2023 - 06.2024
- Actively contacted potential advertisers through cold calling, email outreach, and social media to identify advertising opportunities, and schedule initial consultations for radio producers.
- Assess potential clients' needs and budget to ensure they are a good fit for radio station advertising packages.
- Successfully booked appointments for radio Producers daily, weekly, and monthly calendar by representing the benefits of radio advertising and tailoring pitches to specific clients needs.
- Dialed 200+ outbound and inbound calls daily consistently exceeding monthly lead generation targets, resulting in significant increase in sales pipeline for Nationally Syndicated Radio Station.
Customer Service/Scheduler
Electronic Merchant Systems
Charlotte, NC
05.2015 - 09.2017
- Excelled in exceeding daily credit card application goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- 100+ outbound calls daily to schedule appointments for the sales team to meet with business owners responsible for their companies' electronic payment transactions.
- Proficiency with CRM software to accurately log call details and track lead progress.
- Ensure accurate data entry, and follow-up.
Supervisor
Vocational Rehabilitation Services/Independent Liv
Charlotte, NC
05.2009 - 02.2012
- Developed and implemented a comprehensive Independent Living program that resulted in a 100% increase in client care.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Managed budget for department, ensuring all expenses stayed within allocated funds.
- Implemented quality control measures, significantly reducing error rates.
- Worked closely with human resources to support employee management and organizational planning.
- Set specific goals for projects to measure progress and evaluate end results.
- Developed strategies to improve team performance and productivity.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Complied with company policies, objectives and communication goals.
- Managed a team of five employees, ensuring high productivity and quality standards were met.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Facilitated training sessions for new employees on company policies and procedures.
Education
Bachelor of Science - Health Administration/Business Management
University of Phoenix
Phoenix, AZ 05-2013
Banking/Customer Service -
Goodwill Industries
Charlotte, NC02-2008
Skills
- Able to work Remote, independently as part of a team
- Knowledge in troubleshooting customer issues
- Punctuality
- Negotiation
- CRM software, Nextiva One, Java
- Proficient in Microsoft Office Suite
- Telephone etiquette
- Flexible schedule
- Payment processing
- ACT!
- Willingness to learn
Accomplishments
- EMS Outstanding Excellence Customer service award in Charlotte region
- Davidson College-2000 project: Nest Site Fidelity in eastern Bluebirds: Predator or Parasite Avoidance
Languages
English
Full Professional
Timeline
Remote Customer Service Appointment Setter
Clear Water Concepts
10.2024 - Current
Remote Appointment Setter/Customer Service Representative
Nationally Syndicated Radio Station
08.2023 - 06.2024
Customer Service/Scheduler
Electronic Merchant Systems
05.2015 - 09.2017
Supervisor
Vocational Rehabilitation Services/Independent Liv
05.2009 - 02.2012
Bachelor of Science - Health Administration/Business Management
University of Phoenix
Banking/Customer Service -
Goodwill Industries
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