Dorotha Lewis-Small
Arlington
Summary
Dynamic and results-oriented professional with extensive experience in office administration and customer service, notably at Federation State Medical Board. Excelled in improving customer satisfaction rates and streamlining operations, demonstrating exceptional time management and administrative support skills. Proven track record of mentoring teams and implementing process improvements, significantly enhancing efficiency and service quality.
Overview
25
25
years of professional experience
Work History
Office Administrator
Living With Purpose
02.2015 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.
Senior Customer Service Specialist
Federation State Medical Board
02.2010 - 02.2015
- Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
- Implemented process improvements that resulted in reduced average handling times without sacrificing quality of support provided.
- Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Consistently achieved personal performance targets while actively contributing to the success of the broader team.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Participated in ongoing professional development opportunities, staying current with industry trends to better serve customers'' needs.
- Entered customer data into system and communicated service concerns with customer service department.
- Assisted with the development of departmental policies and procedures aimed at improving efficiency without compromising on customer satisfaction levels.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Collaborated with cross-functional teams to develop new strategies for enhancing the overall customer experience.
- Streamlined communication between customers and internal teams, resulting in increased collaboration and problem resolution.
- Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
High School Diploma -
Dunbar High Scholl
Fort Worth, TX06-1983
Skills
- Time management
- Office administration
- Administrative support
- Database entry
Timeline
Office Administrator
Living With Purpose
02.2015 - Current
Senior Customer Service Specialist
Federation State Medical Board
02.2010 - 02.2015
High School Diploma -
Dunbar High Scholl
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