Dawn Valentino
Coral Springs,FL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Customer Service Representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Polite and professional while being successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service Representative position. Ready to help team achieve company goals.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Patient Advisor/Customer Service Representative
Cigna Express Scripts-Evernorth Health Services
11.2023 - 11.2024
- Developed strong relationships with clients through regular communication and excellent customer service.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Enhanced advisor skills and knowledge through continuous professional development program, elevating service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information. This included transferring prescriptions from RETAIL to MAIL.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained up to date training on all HIPPA laws and Personal Health Information to always respect confidentiality.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Enrollment Processing Services Lead for Quality Control, Record Retention, and Secure Storage
Nova Southeastern University
12.2019 - 11.2023
- Leads Quality Control and Secure Storage Team while assisting the Supervisor in the operation of the Enrollment Processing area
- Leads Scanning, Systems, Transcripts unit while providing support to the supervisor in assuring accuracy of data imported into Banner System, testing system installation and updates, processing of orphan documents to ensure appropriate handling and maintenance of applicant/student records and monitor processing of NSU transcript requests and reports
- Leads Enrollment Processing Services in Quality Control, Retention, and Storage Unit, while providing support to Supervisor in abiding to document retention policies, controlling quality of documents for accuracy, maintaining inventory of stored items, coordinating the retrieval and submission of items from/to storage, and assisting in purging processes to ensure appropriate handling and maintenance of applicant/student records
- Cross-trains Enrollment Processing Systems processing staff in functional areas to ensure personnel are able and capable of achieving departmental needs
- Reviews and monitors processes to ensure thoroughness and accuracy of data
- Recommends improvements to processes and systems to ensure efficient operations
- Travels to other campuses meeting sites for instructional purposes
- Assists senior management regarding special projects or assignments
- Maintained accurate records of all client interactions, facilitating seamless hand-offs between team members when needed.
- Implemented new processes to improve response times and increase overall client satisfaction.
- Enhanced client satisfaction by promptly addressing concerns and resolving issues.
- Developed strong relationships with key clients, resulting in increased retention rates and referrals.
- Coached team members on best practices for handling challenging situations, fostering a culture of continuous learning.
- Led training sessions for new hires, ensuring they were equipped with the necessary skills to excel in their roles.
- Assisted in the development of marketing materials targeted at prospective clients, showcasing our commitment to exceptional service quality.
- Conducted regular performance reviews, identifying areas of improvement and providing constructive feedback to employees.
- Provided detailed reports on client interactions to inform management decisions and strategize improvements.
- Reduced customer complaints by implementing effective resolution strategies tailored to individual client needs.
- Developed comprehensive knowledge of company products and services, enabling effective support for clients experiencing difficulties or seeking guidance.
- Initiated process improvements across various operational aspects within the department, driving better results through enhanced efficiency.
- Oversaw the implementation of a new CRM system, significantly improving data organization and accessibility for the entire team.
- Streamlined communication between departments for improved efficiency and service delivery.
- Monitored progress towards service plan goals.
Assistant to Owner/Office Manager
Coral Springs Plumbing
03.1999 - 12.2019
- Officer Manager/Customer Service Manager to a Plumbing Company
- Fostered positive client relationships by regularly updating them on project progress and addressing concerns promptly.
- Ensured smooth day-to-day operations by managing email correspondence and promptly addressing inquiries.
- I had two clerical assistants under me
- I was responsible for keeping the calendar for the Owner as well as any service calls that came in
- I was responsible for all appointments for job bids and for service work to be checked by the Owner
- Responsible for payroll for all employees and provided back up work for any clerical assistants that were absent
- I was responsible for all correspondence that was sent out from the company and signed by the Owner
- I kept track of the status of each job to make sure everyone was running on time and schedule
- Streamlined document preparation, ensuring accuracy and compliance with industry standards.
- Enhanced office efficiency by organizing and maintaining digital and physical filing systems.
- Completed daily logs for management review.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Optimized expense tracking, significantly reducing overhead costs by meticulously reviewing and reconciling monthly expenses.
- Supported senior management to make informed decisions, conducting thorough market research.
- Increased customer service success rates by quickly resolving issues.
- Proofread and edited documents for accuracy and grammar.
- I did all bookkeeping for the company which included accounts payable and receivable
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Greeted guests in with friendliness and professionalism.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Assisted manager in all aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
- Demonstrated adaptability by quickly mastering new software applications for various tasks.
- Expedited project completion times due to the ability to multitask effectively under tight deadlines.
- Increased efficiency by implementing new processes and providing administrative support to management.
- Assisted managers in decision-making processes based on thorough research and analysis of available data.
- Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.
Assistant to the Director
Nova University
04.1991 - 12.1998
- Assisted the Dean with all aspects of running the University School
- Maintained her calendar, supervised the front desk clerical assistant and made sure the front office was running efficiently
- Greeted parents and prospective parents and gave tours of the school
- I was responsible for all the bookkeeping of the office/school and maintained a monthly spreadsheet for the Dean
- I oversaw all catering events, annual fire inspections, and maintained adequate supplies for the Dean and office staff
- I was also in charge of typing and sending out all correspondence from the Dean as well as keep everything pertaining to the Dean confidential
- Facilitated communication between the Director and staff members to ensure smooth operation of departmental activities.
- Maintained strict confidentiality when handling sensitive information pertaining to company operations or personnel matters.
- Provided exceptional administrative support to the Director during high-profile events and conferences, fostering a professional image for the organization.
- Managed financial tasks such as budget tracking and expense reporting, maintaining accurate records for departmental spending.
- Prepared essential documentation such as contracts, invoices, memos, or meeting agendas under tight deadlines without compromising accuracy or quality.
- Assisted in the preparation of presentations and reports, contributing to the successful delivery of information to stakeholders.
- Managed project timelines and deliverables under the direction of the Director, ensuring successful completion within given deadlines.
- Organized special events on behalf of the director''s office, creating memorable experiences that strengthened relationships among team members and stakeholders alike.
- Collaborated with the Director on strategic planning efforts, providing valuable input that contributed to the overall success of departmental goals.
- Streamlined office processes for increased productivity with effective organizational strategies and time management techniques.
- Coordinated travel arrangements for the Director, ensuring seamless planning and execution of business trips.
- Served as a resource for staff members by answering questions and addressing concerns, fostering a positive work environment where employees felt supported and empowered.
- Filed paperwork and organized computer-based information.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Updated and maintained confidential databases and records.
- Answered high volume of phone calls and email inquiries.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Took notes and dictation at meetings.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Screened personal and business calls and directed to appropriate party.
- Promoted team productivity by keeping supplies organized and well-stocked.
- Wrote reports, executive summaries and newsletters.
Education
Clinical Psychology
Nova University
Coral Springs, FLHigh School Diploma -
Miramar High School
Miramar, FL06-1987
Skills
- Excellent communication skills
- Excellent customer service skills
- Ability to work Independently
- Excellent office management skills
- Ability to work as a team member/leader
- Ability to meet deadlines
- Ability to work in a culturally diverse environment
- Close attention to detail
- Good organizational and interpersonal skills
- Ability to use good judgement and make sound decisions
- Knowledge and understanding of the university environment
- Ability to effectively communicate knowledge
- Ability to maintain confidential information
- Dependable and Reliable
- Analytical thinking
- Time management
- Critical thinking
- Written communication
- Problem-solving
- Strategic planning
- Relationship building
- Conflict resolution
- Decision-making
- Data interpretation
- Client engagement
- Compliance requirements
- Research
- Customer service
- Active listening
- Product knowledge
- Client relationship management
- Goal setting
- Emotional intelligence
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Order processing
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Multi-line phone talent
- Coordination
- Sales expertise
- Order fulfillment
- Recordkeeping strengths
- Account updating
- Reading comprehension
- Spreadsheets
- Service upselling
- Office equipment proficiency
- Proofreading
- Report preparation
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved EXCEEDED EXPECTATIONS on every call audit. These call audits were done twice a month.
- Exceeded ALL call matrix going above the average call per hour by over 10 call. I averaged 120-140 calls per day (Inbound and Outbound).
Additional Information
More references available upon request.
References
Cigna Express Scripts Employer Human Resources 1-800-551-3539
Tracey Slaughter 352-708-1331
Nova Southeastern University
Ashley Drummond Supervisor
954-262-7472
Coral Springs Plumbing
Rudy Robertson Supervisor
954-752-4056
Specialattributes
- Excellent communication skills
- Excellent customer service skills
- Ability to work Independently
- Excellent office management skills including computer literacy
- Ability to work as a team member/leader
- Ability to meet deadlines
- Ability to work in a culturally diverse environment
- Close attention to detail
- Good organizational and interpersonal skills
- Ability to use good judgement and make sound decisions
- Knowledge and understanding of the university environment
- Ability to effectively communicate knowledge
- Ability to maintain confidential information
- Dependable and Reliable
Certification
- Basic Life Support Certification (BLS)
- First Aid Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Patient Advisor/Customer Service Representative
Cigna Express Scripts-Evernorth Health Services
11.2023 - 11.2024
Enrollment Processing Services Lead for Quality Control, Record Retention, and Secure Storage
Nova Southeastern University
12.2019 - 11.2023
Assistant to Owner/Office Manager
Coral Springs Plumbing
03.1999 - 12.2019
Assistant to the Director
Nova University
04.1991 - 12.1998
Clinical Psychology
Nova University
High School Diploma -
Miramar High School
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