Dawn Powell
Macon,GA
Summary
Successful Customer Support agent with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Brings top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Customer Service Professional
Wrrk LLC
06.2020 - 06.2025
- Assisted customers by answering questions and responding to inquiries.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- steadily achieved over metrics of 8 emails per hour and 2 livechats at a time.
Guest Service Representative
ShopDisney
09.2017 - 12.2019
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Customer Service Representative
Asurion
05.2015 - 02.2016
- Handled customer inquiries and suggestions courteously and professionally.
- established strong rapport with customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
Sykes Home
05.2014 - 05.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Auto Insurance Service Agent
Lines, Geico Insurance
08.2007 - 02.2014
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Generated quotes and proposals for clients to match individual needs.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
Education
B.A - English Literature/Religious Studies
Wesleyan College
Macon, GA05.2007
Skills
- Customer Service and Assistance
- Technical Support
- Microsoft Word
- Senior Leadership Support
- Active Listening
- Customer Service Excellence
- Account Management
- Staff Training
- Microsoft Excel
- Microsoft PowerPoint
- Managing Multiple Tasks
- Process Optimization
Timeline
Customer Service Professional
Wrrk LLC
06.2020 - 06.2025
Guest Service Representative
ShopDisney
09.2017 - 12.2019
Customer Service Representative
Asurion
05.2015 - 02.2016
Customer Service Representative
Sykes Home
05.2014 - 05.2014
Auto Insurance Service Agent
Lines, Geico Insurance
08.2007 - 02.2014
B.A - English Literature/Religious Studies
Wesleyan College
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