Dolores Batie
Atlanta,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Successful Administrative and Customer Service Manager with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
8
8
years of professional experience
Work History
Customer Service Advocate
Florida Blue
05.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Completed opening and closing functions to meet operational needs.
- Maintained and managed customer files and databases.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Office Administrative Assistant
DeKalb County Marshalls Office
02.2022 - 02.2023
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Created and updated records and files to maintain document compliance.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Conducted research to assist with routine tasks and special projects.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
Tax Clerk Office Customer Service Lead
DeKalb County Tax Commission Office
06.2021 - 02.2022
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Responded to customer calls and emails to answer questions about products and services.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Reviewed associate performance to identify training needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Tag Office Tax Clerk
DeKalb County Tax Commissions Office
10.2019 - 06.2021
- Managed and responded to correspondence and inquiries from customers and vendors.
- Handled day-to-day accounting processes to drive financial accuracy.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Processed documents and materials to disseminate information to appropriate parties.
FedEx Ground Operations Administrator II
Federal Express Ground
09.2015 - 12.2017
- Motivated and trained employees to maximize team productivity.
- Provided answers to customer questions via phone and email, typically within 2 hours.
- Evaluated current operational practices and suggested improvement strategies.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Analyzed department metrics and performance and reported findings to management.
- Assisted with documenting key processes and procedures and security protocols.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Compiled training materials for new employees and tracked skill development.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Directed associate warehouse teams to process inbound and outbound shipments with speed and accuracy.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
Bachelor of Arts - Communications
California State University - Dominguez Hills
Carson, CASkills
- Data Collection
- Process Optimization
- Customer Service Enhancement
- Account Management
- Quality Control
- Customer Relations
- Staff Training
- Policy Review
- Critical Thinking
- Data Evaluation
- Conflict Resolution
- Customer Relationship Management
Timeline
Customer Service Advocate
Florida Blue
05.2023 - Current
Office Administrative Assistant
DeKalb County Marshalls Office
02.2022 - 02.2023
Tax Clerk Office Customer Service Lead
DeKalb County Tax Commission Office
06.2021 - 02.2022
Tag Office Tax Clerk
DeKalb County Tax Commissions Office
10.2019 - 06.2021
FedEx Ground Operations Administrator II
Federal Express Ground
09.2015 - 12.2017
Bachelor of Arts - Communications
California State University - Dominguez Hills