Dawn White
Bend,OR
Summary
I am characterized by my cooperative and easy-going attitude, as well as an open and curious mind. I like to be spontaneous, and I am always open to new ideas and experimentation. I have a team-oriented approach and enjoy being helpful.
Overview
16
16
years of professional experience
Work History
Quality Assurance Specialist
Contact Center
10.2015 - Current
- Delivering high quality service to both external and internal customers via phone, chat, email, Zoom and ZenDesk
- Analytics
- Ticket management and resolution via ZenDesk
- Employee education and training
- Leadership
- Maintain records of call center quality assurance activities
- Client documentation management and updates (rez guides, procedures, agent guides)
- SLA and KPI compliance
- Excel training and skills
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Promoted adherence to quality standards by educating personnel on call expectations.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Promoted a culture of continuous improvement within the organization by leading training sessions.
- Assessed products or services to evaluate conformance with quality standards.
Online Chat Representative
Talk2Rep
05.2012 - 05.2015
- Enhanced customer satisfaction by efficiently addressing and resolving chat inquiries.
- Streamlined response times with thorough knowledge of company products and services.
- Developed rapport with customers, fostering trust and loyalty through personalized interactions.
- Boosted sales conversions by confidently recommending suitable products based on customer needs.
- Handled high volume of chats professionally, maintaining calm demeanor in challenging situations.
- Exceeded performance metrics by consistently meeting or surpassing targets for chat response time and customer satisfaction ratings.
- Navigated complex issues with patience, using problem-solving skills to find the best possible solution for each inquiry.
- Demonstrated adaptability by handling diverse customer inquiries across various industries and platforms.
- Upheld company reputation by adhering to established guidelines for tone, language use, and content during all online interactions.
Lead VICAP Operator
G4S Security Solutions
10.2007 - 02.2012
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts..
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Updated account information to maintain customer records.
Education
Cognitive Behavioral Therapist Certification -
The Academy of Modern Applied Psychology
2024
Microsoft Excel Beginner 101 -
Udemy
12.2023
Skills
- Analytics
- Employee education and training
- Leadership
- Multi-tasking
- Delivering high quality service to both external and internal customers via phone, chat, email, Zoom and ZenDesk
- Maintain records of call center quality assurance activities
- Assist clients with questions, issues and complaints
- Client documentation management and updates (rez guides, procedures, agent guides)
Personality
Cautious, Curious, Spontaneous, Organized, Reserved, Energetic, Independent, Friendly, Empathetic, Confident
Motivators
- Cooperativeness & Self-appreciation
- Positive & Untouched
- Desire to learn & Mastery
Communication Style
- Personable - I value warm and personal relationships and tend to make everybody feel welcome and appreciated.
- Direct - I'm transparent about what I think and feel.
Company Culture
- Goal-oriented - where things get done and people believe that there is strength in simplicity.
- Externally-driven - where the product is a form of service and the company works so the client feels their needs are fulfilled
Work Values
- Integrity
- Loyalty
- Adaptability
- Support
Working Conditions
I appreciate personal accomplishment, confidence, and personal comfort. I may be ready to sacrifice recognition, be prepared to work alone, and follow detailed rules and instructions. To ensure job satisfaction, I take care to pick a challenging job that provides support and satisfies my personal needs.
Profiles
dawn-white
Timeline
Quality Assurance Specialist
Contact Center
10.2015 - Current
Online Chat Representative
Talk2Rep
05.2012 - 05.2015
Lead VICAP Operator
G4S Security Solutions
10.2007 - 02.2012
Cognitive Behavioral Therapist Certification -
The Academy of Modern Applied Psychology
Microsoft Excel Beginner 101 -
Udemy