Summary
Overview
Work History
Education
Skills
Assessments
Certification
Timeline
AssistantManager

Dawn Thivierge

Seguin,TX

Summary

Passionate about delivering exceptional customer experiences, thriving on daily customer interactions and strive for excellence in service. The goal is to build a fulfilling career with a company that values fun and prioritizes customer satisfaction. With a strong work ethic and organizational abilities, I am eager to secure a customer service professional role and proactively contribute to the team's success in achieving company objectives.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Service Agent

American Logistics
05.2024 - 09.2024
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, active listening and speedy problem solving
  • Managed high call volume, consistently maintaining professional demeanor and prioritizing customers'' needs.
  • Built rapport with clients through active listening, empathy, and understanding of their individual needs.
  • Maintained high levels of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
  • Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
  • Contributed to positive work environments by actively participating in team meetings and sharing ideas for improvement.
  • Sought ways to improve processes and services provided.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Customer Service Agent

Calendars.com
10.2023 - 01.2024
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Built rapport with clients through active listening, empathy, and understanding of their individual needs.
  • Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
  • Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Managed timely and effective replacement of damaged or missing products.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Customer Service Specialist

The Home Depot
01.2023 - 08.2023
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining courteous and professional demeanor.
  • Demonstrated adaptability by working across various departments as needed, showcasing versatility in retail skills and knowledge.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer experience by ensuring clean, organized, and visually appealing retail environments.
  • Enhanced customer satisfaction by providing efficient and accurate service in a fast-paced retail environment.
  • Demonstrated flexibility by adapting to various roles within retail environment as needed.

Receiving Associate

The Home Depot
01.2021 - 08.2022
  • Unloaded pallets and deliveries and organized products in warehouse.
  • Assisted in maintaining a safe work environment by participating in routine inspections or audits within the receiving area to identify potential hazards or areas of concern.
  • Maximized workspace functionality by efficiently utilizing available equipment such as pallet jacks, hand trucks, and forklifts during the receiving process.
  • Organized storage areas to optimize materials movements and minimize labor hours.
  • Maintained a clean and organized receiving area for optimized workflow and reduced clutter or obstructions.
  • Reduced product damage during the receiving process by carefully handling fragile items and adhering to proper safety protocols.
  • Strengthened vendor relationships through timely communication regarding delivery schedules, discrepancies, or damaged goods.
  • Elevated customer satisfaction levels through accurate tracking of backorders or special requests during the receiving process for expedited fulfillment when possible.
  • Expedited order fulfillment by thoroughly inspecting received goods and swiftly directing items to appropriate storage locations.
  • Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
  • Received incoming shipments, compared contents against associated records and transmitted to proper department.
  • Inspected merchandise and sent damaged pieces for repair before shipment.
  • Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
  • Communicated with vendors and suppliers to verify timely delivery of goods.
  • Moved shipment materials to and from designated areas using lift and hand trucks.
  • Packed, secured, labeled and applied postage to materials to prepare items for shipment.
  • Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
  • Sorted and delivered materials to different work areas and staff.
  • Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
  • Optimized hazmat inventory management by implementing a barcode tracking system, leading to more accurate and efficient stock keeping.

Lawn and Garden Sales Associate

The Home Depot
02.2019 - 01.2021
  • Conducted regular inventory checks to ensure accurate stock levels of lawn and garden products.
  • Enhanced store reputation with excellent customer service, addressing concerns, and finding solutions for various gardening needs.
  • Demonstrated expert knowledge in native plants suitable for local climate conditions helping customers make informed decisions about what would thrive in their gardens.
  • Collaborated with other departments to create cross-merchandising displays that showcased complementary products from various store sections, increasing overall sales.
  • Expanded product knowledge through regular training sessions and staying current on industry trends.
  • Proactively identified and addressed safety hazards within the Lawn and Garden Department, ensuring safe environments for both employees and customers.
  • Resolved customer complaints effectively while maintaining professionalism, resulting in satisfied shoppers who often returned for future purchases.
  • Assisted management team in developing effective marketing strategies that promoted seasonal products leading to increase sales during peak times.
  • Worked outdoors in weather conditions to care for plants and serve customers.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Used in-store system to locate inventory and place special orders for customers.
  • Prioritized helping customers over completing other routine tasks in store.
  • Participated in regular safety meetings to reinforce best practices within the team and ensure a hazard-free workplace.
  • Adhered to heavy equipment safety and operation protocols, resulting in minimal complaints or incidents.
  • Enforced compliance with safety standards and regulations related to proper PPE, hand signals and equipment movements.
  • Operated heavy equipment to move large quantities of dirt and debris.
  • Followed safety protocols while operating machinery.

Stay at Home Mom

My Children
01.2015 - 01.2019
  • Self-motivated, with strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.

Delivery Driver/Sales Associate

Dietz Flower Shop
04.2014 - 01.2015
  • Delivered packages to customer doorsteps and business offices.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Provided expertise on seasonal trends and popular flower choices, keeping customers informed about the latest styles in floral design.
  • Maintained freshness of flowers by implementing proper care techniques, reducing product waste and maximizing profits.
  • Collaborated with team members to maintain a clean and inviting store environment that encouraged browsing and impulse purchases from customers.
  • Prepared potted plants and bouquets based on customer requirements.
  • Managed efficient cash register operations.

Stay at Home Mom

My Children
01.2009 - 01.2014
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.

Education

High school diploma -

Seguin High School
Seguin, TX
06.2006

Skills

  • Phone etiquette
  • Cashiering
  • Stocking
  • POS
  • Problem Resolution
  • Outstanding communication skills
  • Empathetic and genuine
  • Retail sales
  • English
  • Data Entry
  • Delivery Driver Experience
  • Customer Complaint Resolution
  • CRM Navigation
  • Appointment Scheduling
  • Attention to Detail
  • Multitasking Abilities
  • Calm and Professional Under Pressure
  • Active Listening
  • Decision-Making
  • Microsoft Office
  • Professionalism
  • Customer Data Confidentiality
  • Call Documentation
  • Order and Refund Processing
  • Employee Coaching
  • Policies and Procedures Adherence
  • Effective Communication

Assessments

  • Customer focus & orientation, Proficient, 03/01/23
  • Customer service, Proficient, 03/01/23
  • Workplace safety, Proficient, 03/01/23

Certification

  • Phishing Defense Essentials, American Logistics - completed on: May 22, 2024

Timeline

Customer Service Agent

American Logistics
05.2024 - 09.2024

Customer Service Agent

Calendars.com
10.2023 - 01.2024

Customer Service Specialist

The Home Depot
01.2023 - 08.2023

Receiving Associate

The Home Depot
01.2021 - 08.2022

Lawn and Garden Sales Associate

The Home Depot
02.2019 - 01.2021

Stay at Home Mom

My Children
01.2015 - 01.2019

Delivery Driver/Sales Associate

Dietz Flower Shop
04.2014 - 01.2015

Stay at Home Mom

My Children
01.2009 - 01.2014

High school diploma -

Seguin High School

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Dawn Thivierge