Dawn Woolley
Colorado Springs,CO
Summary
Obtain a position where I can maximize my customer service and sales skills.
Overview
42
42
years of professional experience
Work History
Customer Service Representative
El Paso County DHS
Colorado Springs, CO
08.2025 - Current
- Addresses client inquiries with efficiency, using CBMS
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Process case tickets in Google Forms
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, using El Paso County DHS policies and procedures
- Coordinated efforts with cross-functional teams to identify and resolve client concerns, ensuring timely solutions.
- Handled escalated calls efficiently, using CSL processes and procedures
- Assisted new employee training sessions for new staff on CSL team for shadowing
Owner
Simply Candles & Scents
08.2020 - Current
- I am the proud owner of my own soy wax candle company. I produce soy wax candles and soy wax melts. I have built my own website. I make sure the scents I carry are ones customers want and buy. I make sure I offer a great product at a great price. Found events and sold my products at Farmers markets, school and church craft fairs even in a COVID environment. I have also gotten approved to sell on Wayfair. I am responsible for ordering, inventory, marketing, sales tax reporting, banking, customer experience and making sure my company is profitable. The year 2021 was our best sales year ever. During COVID I found ways to sell my products when shows and markets were shut down by doing live virtual events, going to pumpkin patches and kept customers coming back by providing a terrific experience.
Long Term Substitute Teacher
Colorado Springs School District Eleven
Colorado Springs, CO
04.2022 - 05.2025
- Developed and implemented lesson plans aligned with curriculum standards.
- Facilitated engaging classroom activities to enhance student learning and participation.
- Assessed student progress through regular evaluations and feedback mechanisms.
- Collaborated with faculty and staff to support student needs and educational goals.
- Adapted instructional methods to accommodate diverse learning styles and abilities.
- Organized and led extracurricular activities to enrich student experiences.
- Provided mentorship to students, fostering personal growth and academic success.
- Assisted in the planning and execution of school-wide events, promoting a sense of community among staff, students, and families.
- Enhanced student achievement by implementing differentiated instruction strategies tailored to individual learning needs.
- Developed engaging assessments that accurately measured student understanding while minimizing test anxiety, leading to increased performance on standardized exams.
- Managed classroom behavior effectively by enforcing consistent discipline policies and utilizing positive reinforcement strategies, ensuring a safe and productive learning environment.
- Improved student literacy skills by incorporating reading and writing exercises into daily lesson plans across all subject areas.
- Managed classroom behavior effectively, promoting a positive learning environment.
- Established a positive classroom culture by setting clear expectations and promoting mutual respect among students.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Supervised lunchroom and recess activities.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Followed lesson plans designed by absent teachers.
- Enforced school and class rules to maintain order in classroom.
- Implemented classroom management techniques to maintain positive learning environment.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Monitored student behavior and administered discipline as needed.
- Developed lesson plans to align with grade-level standards and objectives.
Flex Employee Customer Service Representative
World Travel Holdings
10.2013 - 03.2020
- Answer calls on a consistent, timely basis using the guidelines of Customer Connections, deliver each and every customer a remarkable experience. Gather required customer information, and verify customer information.
- On the Job partner assisted in new hire training for wave season, assisted new hires with phone calls to ensure all company objectives were met to maximize sales, and reduce agent errors. Also reviewed accounts that trainee worked on for accuracy, listened to customer phones calls to make sure customers were give a remarkable experience. Assisted all new hires in bold chat with questions
- Minimize time spent in after call work
- Meet Post Call Survey requirements
- Exceed selling time requirements
- Help rectify booking accounting discrepancies to include fixing promotions
- Help answer questions from other agents in chat that many have questions or issues
- Explain & Educate World Travel Holdings promotions and Cruise Line promotions to customer making sure customers booked are in combinable promotions
- Recap new guests on all proof of citizenship requirements, cancelation policies, online cruise line check in
- Proficient in using cruise line online reservation systems, as well as all other resources to include Voyager made available to agents to enhance customer experience
- Assist guests with shore excursion booking, educates guests with shipboard amenities
- Accept and set up future bill payments
- Work as a liaison with the cruise line for the customer benefit, and World Travel Holdings
- Completed & Certified online cruise line training for RCCL, NCL, and PCL, as well as Marriott, IHG. Disney, Best Western, Sea World, Universal Studios
- Completed Full Service agent training before transferring to Flex agent
- Assigns but tries to rectify issues before helping assign AE/SE error, if possible try to get the cruise line to help
- Able to research booking history when there is a problem, and also prevent issues on current bookings
- Take a solid approach to a one and done call, so guest does not need to call back multiple times
- Strong written and verbal skills to advocate for guest and World Travel Holdings interest
Customer Service Representative
National City Bank
Sterling Heights, MI
11.2005 - 06.2008
- Top Customer Sales Representative for 12 consecutive months; coordinated with local community businesses to conducted onsite marketing and sales presentations to gain new National City account holders; acquired 300 new accounts for the bank
- Conducted 30 cold calls weekly to inform customers about sales promotions and new bank products; acquired 20 new appointments monthly; excelled at gaining customer loyalty and additional referrals
- Provided outstanding customer service to 50 customers daily; easily surpassed the bank’s standard quota of 15 sales per month; pulled off 30 sales per month consistently and overshadowed peer performance
- Conducted meticulous account reviews to properly match products and services to meet individual customer needs; greatly increased market share with the customer and enhanced customer loyalty
- Hand selected by bank leadership to train new employees on company customer service policies and service standards
- Extremely motivated to resolve customer complaints quickly; reviewed customer accounts and provided education on bank products and services to prevent reoccurring misunderstandings; resulted in minimal necessity for higher level review and resolution
- Highly regarded Trusted Agent; accountable for loading and balancing ATM machine with $60,000 weekly, responsible for $20,000 of cash drawer funds daily; reconciled and balanced everyday; never admonished or reprimanded
Financial Services Representative
Suffolk County National Bank
Riverhead, NY
05.2001 - 10.2004
- Effortlessly exceeded organizational requirement cross-sell ratio of 1.50%; consistently achieved a monthly ratio of 2.19%; greatly outshined peer competition
- Recognized by leadership and promoted to Sales Process and Referral Coach (SPARC); charged with the responsibility to motivate all Customer Service Representatives (CSR) and Financial Service Representatives (FSR) to exceed sales referrals and cross sell ratio's
- Provided stalwart leadership and planned sales meeting agendas, schedules and sales training for CSR and FSR; raised CSR referral average from 2 per month to an average of 18 per month in 4 months
- Executed cutting edge “thinking outside of the box techniques;” developed a motivational sales program to include barbeques, tree of knowledge, piñatas, and Easter Egg Hunts to enhance team work and increase sales
- Outstanding grasp of bank sales procedures; sold bank deposit accounts, transaction accounts, bank products, commercial loans, and merchant and investment accounts; canvassed local businesses and community events to produce new sales contacts
- Diligently verified loan applications for accuracy, greatly reduced applications that had to be resubmitted or corrected, sped the approval process and increased customer satisfaction
- Enthusiastically sought out opportunities to learn; received critical training in the Patriot Act, Privacy Act, Bank Secrecy Act, OFAC and Regulation D, and CC; made certain that pertinent laws and regulations were adhered to; lessened liability and provided protection to the bank and the customer
Detention Attendant
Riverhead Town Police
Riverhead, NY
09.1998 - 10.2004
- Attended the Suffolk County Police Academy Class for Detention Attendants
- Monitored prisoner activity on a continuous basis; provided oversight for arrestee safety to ensure they did not harm themselves or others
- Accountable for state and local requirements for temporary prisoner lodging
- Made certain prisoner constitutional rights were protected
- Reported unsafe or suspicious behavior to the patrol sergeant
- Secured prisoner property while in custody
Retail Sales Representative
Sprint PCS
Riverhead NY/ Sterling Heights, MI
05.1998 - 05.2001
- Acquired new Sprint PCS wireless and long distance phone customers through walk -in retail sales as well as non-traditional and innovative sales methods
- Superbly maintained customer accounts through continuous follow-up to acquire new sales prospects
- Prepared and delivered knowledgeable presentations to potential business customers
- In charge of developing work schedules for sales representatives & customer service representatives
- Coached and taught other sales representatives to meet and exceed their sales quota's
- Vigorously researched prospective outbound marketing events to produce greater phone sales
- Trusted to open and close retail sales operations without supervisory oversight
- Processed nightly banking deposits and required reports
- Delivered extraordinary cold calling telemarketing results
Store Manager
The Eddy Corporation McDonalds
Ormond Beach, FL
03.1984 - 02.1997
- Managed and scheduled 8-9 mangers and 50 staff members at a store location that served 5000 customers weekly and took in over 1million dollars in sales annually
- Received the Rookie of the Year Award; number 1 of 50 candidates
- Delivered training to management and staff including interviewing techniques, hiring process, reference checks, performance, and counseling
- Performed bi-annual surveys of crew members and wrote staff and management performance reviews; built highly productive work teams, introduced opportunities for staff feedback
- Oversaw highly effective operations management; received 1993 Profit Award for top 5% of 29 restaurants; member of the highly respected 12 for 12 Club for achieving monthly profit goals
- Took over an under achieving business location and turned it around; increased sales dramatically, maintained costs and operational grades; recognized with an "A" cleanliness level
- Led all facets of record keeping involving payroll, banking, accounts receivable, accounts payable, general ledger, weekly and monthly statistics, operation reports, preliminary and final P&L reconciliation
- Received the highly regarded Local Store Marketing Award
QUALIFICATIONS
A self-starter, quick learner, and small business owner. As a small business owner I keep the customers interest in mind but keep my company profitable. Versatile skill set with 20 + years of experience in customer service, sales, and written and oral communication. Received multiple awards for excellence in customer service. Accepted phone calls using the AVAYA system, as a Flex Customer Service Representative selling dream vacation cruises to guests guaranteeing a remarkable experience. Received about 60 calls per week, four days a week selling dream vacations, accepting bill payments, clarify booking policies, explaining ongoing promotions and rectifying accounting discrepancies. Regularly reviewed the Customer Connection page to look for ways to improve calls, strongly believe in continuous process improvement. Professionally represented World Travel Holdings House and Partner Brands. Trusted agent for worldwide known and highly respected travel companies. Consistently exceeded standards for sales, call times and post survey results. As a formally trained McDonalds Manager, possesses outstanding experience provided training and feedback to past employees ensuring company policies and customer service standards were understood and achieved daily. Vast experiences in accepting/reviewing/evaluating potential McDonalds employees for 50 employees from 1987-1997, offered feedback to make improvements. Completed feedback sessions with new hires to help them achieve certification. Provided feedback to managers on performance reviews on improve quality, service, cleanliness standards, trained bank employees and provided feedback on how to improve sales; also trained Sprint PCS employees and provided feedback on missed sales opportunities. Attended high visibility meetings representing leadership interests. Seasoned and experienced, often mentored upcoming World Travel Holdings customer service representatives, peers and supervisors. Subject Matter Expert in working with various customer types; helped train McDonald’s employees on difficult customers. Trained and coached bank employees when customer accounts were overdrawn, credit was denied, taught them how to handle angry customers. Passed this critical training on to other representatives. Proficient in computer tools, tracked McDonald’s new hires’ progression towards certification on a spreadsheet (Excel) and other software. Systems. Developed spreadsheets to monitor sales at Suffolk County National Bank and National City Bank. Excels at learning the business, completed all World Travel Holding trainings and self-driven and completed Masters training in Royal Caribbean Cruise Line, Princess Cruise training certification, Norwegian Cruise Line training and E-Chat training. As a result, minimally received written service and agent warnings, well below the company normal. Recognized and received a 5 year award for service, one of five of 30 members from the graduating orientation class 2013.
Timeline
Customer Service Representative
El Paso County DHS
08.2025 - Current
Long Term Substitute Teacher
Colorado Springs School District Eleven
04.2022 - 05.2025
Owner
Simply Candles & Scents
08.2020 - Current
Flex Employee Customer Service Representative
World Travel Holdings
10.2013 - 03.2020
Customer Service Representative
National City Bank
11.2005 - 06.2008
Financial Services Representative
Suffolk County National Bank
05.2001 - 10.2004
Detention Attendant
Riverhead Town Police
09.1998 - 10.2004
Retail Sales Representative
Sprint PCS
05.1998 - 05.2001
Store Manager
The Eddy Corporation McDonalds
03.1984 - 02.1997