Dawn Shaw
Garden City,MI
Summary
Customer Services/Intake Specialist with extensive experience in resolving complaints, managing high call volumes, and utilizing CRM software for efficient data handling. Proven ability to work flexible shifts and provide training to new hires. Bringing strong problem-solving skills and a professional telephone demeanor to enhance customer relations and support operations. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Customer Services/Intake Specialist
Starfish Family Services
10.2011 - Current
- Resolved customer complaints by actively listening and offering timely solutions.
- Demonstrated flexibility in working various shifts, accommodating the needs of a 24/7 customer support operation and ensuring optimal coverage during peak times.
- Collaborated with team members to identify areas for process improvement, contributing to a better customer experience.
- Managed high call volume effectively, maintaining professionalism under pressure.
- Utilized CRM software proficiently, enabling efficient data entry and retrieval during customer interactions.
- Provided constructive feedback during team meetings regarding potential improvements that could be implemented within the department.
- Assisted in training new hires, sharing best practices and industry insights for their success.
Education
High School Diploma -
Washington Park High School
Racine, WI06.1987
Skills
- Call center experience
- Data entry proficiency
- Complaint Handling
- CRM software knowledge
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Problem Resolution
- Customer Relations
- Microsoft Excel
- Computer Proficiency
- Data Entry
- Conflict Resolution
- Documentation
- Appointment Scheduling
- Microsoft Outlook
- Scheduling
- Data Collection
- Follow-up skills
- Staff Training
- Complaint resolution
- De-Escalation Techniques
- Professional telephone demeanor
- Administrative Support
Timeline
Customer Services/Intake Specialist
Starfish Family Services
10.2011 - Current
High School Diploma -
Washington Park High School
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