Summary
Overview
Work History
Education
Skills
Timeline
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Dora Young

Dora Young

Customer Service and Sales Specialist
Wentzville,MO

Summary

Talented, Hardworking and Passionate Sales and Customer Service Representative with over 20 years of experience within multiple industries. Driven to provide superior quality customer service by bringing top-notch skills in oral and written communication, active listening and analytical problem-solving.. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments.

Overview

16
16
years of professional experience

Work History

Retention Specialist

Eleras Group
03.2024 - Current
  • Selected for an elite group of the top 3 performers who prioritized First Pay calls and specialized in retaining new customers still within their grace period, giving the company their best chance of retaining the most important and profitable customers
  • Received over 20 positive customer reviews on Trust Pilot
  • Exceeded company goals and expectations by consistently closing at 55% or more
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Empowered customers by providing comprehensive resources and support for self-service, improving satisfaction.
  • Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
  • Negotiated mutually beneficial solutions for both the company and its clients when handling cancellations or refunds requests.

Customer Service Representative

Auto Repair Network
10.2021 - 03.2024
  • Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
  • Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
  • Built rapport with customers through active listening, empathy, and personalized interactions
  • Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
  • Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
  • Contributed to team success by achieving individual targets while also supporting colleagues during peak periods

Customer Service and Retention Specialist

Carshield
01.2019 - 10.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Short Sale Negotiator

Citimortgage
01.2009 - 07.2018
  • Worked with buyers, sellers, realtors, Mortgage Insurance companies, Investors and attorneys to come to an agreement on sales price, closing cost and NET proceeds from the sale to obtain short sale approval
  • Top producer and received numerous awards for quality work and customer satisfaction
  • Increased efficiency of document preparation through implementation of templates and checklists tailored specifically for short sale transactions.
  • Managed a high volume of cases simultaneously while maintaining attention to detail, prioritizing tasks as needed to meet deadlines.
  • Collaborated with legal professionals to ensure compliance with federal regulations governing short sales transactions.
  • Conducted comprehensive property evaluations to determine appropriate listing prices based on market trends and comparable sales data.
  • Achieved successful short sale negotiations by effectively communicating with lenders, clients, and real estate agents.
  • Reduced foreclosure rates for clients through diligent research and negotiation strategies.

Education

Sales Training For Women

Elite Sales Women-Kayla Hodges

High School Diploma -

Hazelwood East High School
St. Louis, MO
05.2001

Skills

  • Automotive repair
  • Sales
  • Customer service
  • Telecommunication
  • Sales Management
  • Vehicle Maintenance
  • Computer skills
  • Negotiation
  • Direct sales
  • Microsoft Outlook
  • Salesforce
  • Phone etiquette
  • Banking
  • Account Management
  • Communication skills
  • Driving

Timeline

Retention Specialist

Eleras Group
03.2024 - Current

Customer Service Representative

Auto Repair Network
10.2021 - 03.2024

Customer Service and Retention Specialist

Carshield
01.2019 - 10.2021

Short Sale Negotiator

Citimortgage
01.2009 - 07.2018

Sales Training For Women

Elite Sales Women-Kayla Hodges

High School Diploma -

Hazelwood East High School
Dora YoungCustomer Service and Sales Specialist