Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

DAWN M COLOMBEL

Ferris,TX

Summary

Dynamic Customer Service Advocate with VXI Global Solutions, skilled in complaint handling and escalation management. Achieved high customer satisfaction through empathetic communication and efficient problem resolution. Proven ability to manage high call volumes while implementing strategies that reduced handling time, fostering long-term client relationships and enhancing service quality.

Customer service professional committed to delivering outstanding support. Skilled in resolving complex customer issues and fostering positive client relationships. Reliable team player with focus on collaboration and adaptability, ensuring consistent results and high satisfaction rates.

Overview

13
13
years of professional experience

Work History

Customer Service Advocate

VXI Global Solutions - Lubbock
10.2021 - Current
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
  • Implemented new strategies to reduce average call handling time while maintaining high-quality service.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
  • Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
  • Responded to customer requests for products, services, and company information.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.

Tax Preparer

Colombel Rapid Taxes
12.2014 - Current
  • Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
  • Analyzed financial records to verify accuracy of tax returns.
  • Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
  • Increased client satisfaction by providing accurate and timely tax preparation services.
  • Completed and filed returns with tax departments at local, state, and federal levels.
  • Built strong rapport with clients through clear communication and regular updates on the status of their tax filings.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Educated clients on tax planning strategies, helping them save money in future years.
  • Streamlined tax filing processes for clients, ensuring a smooth and efficient experience.
  • Offered clients recommendations to reduce tax liabilities.

Caregiver

Home Health Care Team
11.2012 - Current
  • Assisted clients with activities of daily living, promoting independence and quality of life.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.

Nutrition Services Assistant

UT Southwestern Clements University Hospital
01.2018 - 10.2019
  • Evaluated emerging trends in nutrition research to inform adaptations in menu offerings.
  • Tracked patient progress with regular assessments and adjusted meal plans as needed based on their changing nutritional requirements or preferences.
  • Enhanced the nutritional quality of meals served by incorporating fresh, whole ingredients into recipes.
  • Reduced food waste with careful inventory management and meal preparation strategies.
  • Assisted in training new hires on proper food handling, sanitation practices, and other essential aspects of the Nutrition Services Assistant role.
  • Contributed to successful health inspections by adhering to stringent cleanliness protocols at all times in the kitchen area.
  • Prepared therapeutic diets according to specific instructions from dietitians or healthcare providers.

Education

Associate of Applied Science - Health Care Administration

Southern New Hampshire University
Hooksett, NH

High School Diploma -

Hartford Public Schools
Hartford, MI
05-1996

Skills

  • Call center experience
  • Data entry
  • Administrative support
  • Complaint handling
  • Microsoft outlook
  • Multi-line phone talent

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Languages

English
Full Professional

Timeline

Customer Service Advocate

VXI Global Solutions - Lubbock
10.2021 - Current

Nutrition Services Assistant

UT Southwestern Clements University Hospital
01.2018 - 10.2019

Tax Preparer

Colombel Rapid Taxes
12.2014 - Current

Caregiver

Home Health Care Team
11.2012 - Current

Associate of Applied Science - Health Care Administration

Southern New Hampshire University

High School Diploma -

Hartford Public Schools

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DAWN M COLOMBEL