Deborah Dugger
Sneads Ferry,NC
Summary
Since moving to North Carolina, I am exploring new opportunities where my abilities may continue to be fully utilized. I have extensive experience in customer service, management. I have a strong work history and am very customer focused and action oriented. I can make decisions, solve problems and have very high standards and ethics. My 25 years of ensuring customer satisfaction has given me an understanding of the importance of service, whether that is to the customer, a different department or within the department with which I work.
Overview
29
29
years of professional experience
Work History
Teller
Coastal Bank & Trust
HOLLY RIDGE, North Carolina
07.2023 - 10.2023
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Balanced cash drawers on a daily basis.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Identify customer needs, provide information on new products and services, and direct customers to branch representatives as needed.
Tax Examiner & Collections
Internal Revenue Service, IRS
Austin, Texas
03.2020 - 12.2022
- Discussed and explained various tax forms with taxpayers.
- Set up and monitored payment plans and processed payments.
- Resolved tax delinquencies and adjusted taxpayer accounts if applicable.
- Maintained records, phone numbers, contacts, and actions taken for each case.
- Discovered and probed personal financial information to maximize revenue collected.
- Analyze and take appropriate actions in editing taxpayers returns.
- Forged strong interpersonal relationships with defaulted taxpayers to expedite payment plan arrangements.
Customer Service Supervisor
Balfour / American Achievement Corp.
Austin, Texas
04.2006 - 12.2019
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Answered phone calls and responded to questions and concerns.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored phone calls to provide feedback and coaching.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
Human Resources Benefits & Finance Coordinator
Balfour / American Achievement Corp.
Austin, Texas
07.1994 - 04.2006
- Computed balances, totals or commissions to support accounting team.
- Undertook new hire implementation, benefit enrollment, and FMLA.
- Supported payroll by analyzing and resolving discrepancies and completing reconciliations.
- Collaborated with department managers to reach recruiting goals and complete qualification checklist.
- Compiled detailed records of annual reviews, disciplinary marks, and employee records.
- Resolved employee benefit issues with insurance company.
- Resolved various vendor disputes.
- Monitored accounts payable and receiving transactions.
Education
High School Diploma -
Del Valle High School
Del Valle, TX05-1980
Skills
- Exceptional Customer Service
- Strong Work Ethic
- Excellent Communication Skills
- Conflict Resolution Techniques
- Currency and Coin Counter
- Cash Drawer Balancing
- Reliable
- Rapid 10-Key Data Entry
- Friendly
- MS Office Proficient
- Cash Counting
- Knowledge of Microsoft Word, Excel, Outlook and Internet Explorer
- Printers, faxes and scanners
References
References available upon request.
Timeline
Teller
Coastal Bank & Trust
07.2023 - 10.2023
Tax Examiner & Collections
Internal Revenue Service, IRS
03.2020 - 12.2022
Customer Service Supervisor
Balfour / American Achievement Corp.
04.2006 - 12.2019
Human Resources Benefits & Finance Coordinator
Balfour / American Achievement Corp.
07.1994 - 04.2006
High School Diploma -
Del Valle High School
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