Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Dawn Sowards

Big Prairie,OH

Summary

Proven leader in customer service management at Yutzy Woodworking, adept in problem-solving and Microsoft Office, significantly reduced complaints through innovative solutions. Excelled in fostering customer loyalty and enhancing team performance by mentoring. Demonstrates exceptional interpersonal communication and a commitment to continuous improvement, achieving superior customer satisfaction. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

22
22
years of professional experience

Work History

Customer Service Manager

Yutzy Woodworking
03.2018 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Contributed to a positive work environment by fostering strong working relationships among colleagues.
  • Reconciled account files and produced monthly reports.
  • Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
  • Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues.
  • Maintained confidentiality of sensitive information, adhering to strict data protection policies.
  • Enhanced customer service by developing feedback system that addressed client concerns promptly.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Front Desk Receptionist

Berlin Resort
02.2016 - 03.2018
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.

Data Entry Clerk

United States Postal Service
06.2002 - 09.2006
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
  • Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.

Education

GED -

Hiland High School
Berlin, OH
05.1994

Skills

  • Customer Service
  • Problem-Solving
  • Microsoft Outlook, Word, and Excel
  • Customer-focused
  • Quickbooks
  • Customer Relations
  • Training and mentoring
  • Decision-Making
  • Cash Handling
  • Adherence to high customer service standards
  • Exceptional interpersonal communication
  • Complaint resolution
  • Exceptional telephone etiquette
  • Relationship Building
  • MS Office
  • Quality Assurance
  • Issue Resolution
  • Handling Escalations
  • Product Knowledge
  • Continuous Improvement
  • Account Updates

Timeline

Customer Service Manager

Yutzy Woodworking
03.2018 - Current

Front Desk Receptionist

Berlin Resort
02.2016 - 03.2018

Data Entry Clerk

United States Postal Service
06.2002 - 09.2006

GED -

Hiland High School

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Dawn Sowards