Dawn Norman
Montague,NJ
Summary
Experienced with customer relationship management, ensuring high levels of customer satisfaction and retention. Utilizes persuasive communication techniques to drive sales and foster customer loyalty. Track record of effectively collaborating with team members to achieve sales objectives and maintain positive work environment.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Reservation Agent
Kymers Caming Resort
Branchville, NJ
06.2019 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Dance Instructor & Choreographer
Perfect Pointe Performing Arts Studio
Sparta, NJ
08.2011 - 06.2018
Dance Instructor & Choreographer
Dream Extreme Dance
Franklin, NJ
09.2006 - 06.2011
Dance Instructor & Choreographer
Branchville Dance Centre
Lafayette, NJ
11.2002 - 06.2006
Account Representative
Abbey Glen Pet Memorial Park
Lafayette, NJ
10.1994 - 04.2000
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Built relationships with customers and community to promote long term business growth.
- Developed and maintained strong relationships with key accounts to ensure client retention.
- Conducted thorough needs assessments for clients to align our services with their goals, resulting in higher client satisfaction.
- Strengthened company reputation with exceptional service, handling client concerns with professionalism and patience.
Store Manager
Lerner New York
Rockaway, NJ, Willowbrook, NJ, Bridgewater, NJ
09.1990 - 08.1994
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
Education
High School Diploma -
High Point Regional High School
Wantage, NJBachelor of Arts - Dance
Montclair State College
Montclair, NJSkills
- Customer service
- Reservation management
- Customer relationship management
- Upselling proficiency
- Phone and email etiquette
- Billing processing
Certification
Certified Grief Recovery Specialist through the Grief Recover Institute
Certified Dance Instructor through Dance Educators of America
Timeline
Reservation Agent
Kymers Caming Resort
06.2019 - Current
Dance Instructor & Choreographer
Perfect Pointe Performing Arts Studio
08.2011 - 06.2018
Dance Instructor & Choreographer
Dream Extreme Dance
09.2006 - 06.2011
Dance Instructor & Choreographer
Branchville Dance Centre
11.2002 - 06.2006
Account Representative
Abbey Glen Pet Memorial Park
10.1994 - 04.2000
Store Manager
Lerner New York
09.1990 - 08.1994
High School Diploma -
High Point Regional High School
Bachelor of Arts - Dance
Montclair State College