DOROTHEA FONVILLE
Hyattsville,MD
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience.
Overview
10
10
years of professional experience
Work History
Techinal Expert
Apple
Arlington, VA
10.2022 - Current
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Operations Specialist
Apple Inc.
Arlington, VA
08.2021 - 10.2022
- Evaluated invoices and shipping paperwork for accuracy and compliance.
- Utilized SAP systems to monitor, track, and research product movements
- Fulfilled customer web orders
- Responsible for shipping and receiving products and ensuring product quality is up to standard
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
Shift Supervisor
Starbucks
Alexandria, VA
11.2017 - 07.2021
- Assisted with inventory management and ordering supplies
- Received and processes customer payments
- Assisted with new partner training
- Communicated information to manager so that the team can respond as necessary
- Provided quality beverages, whole bean, and food products consistently for all customers
- Ensured quality service by setting and implementing company protocols
- Assigned tasks to team members based on individual strengths and promoted teamwork-driven environment to meet goals.
Honors Intern
Federal Bureau of Investigation
Washington, DC
06.2016 - 08.2017
- Assisted in completing a validation project of new laboratory procedures that involved replacing a chemical that is no longer produced
- Worked on updating new standard operating procedures for the forensic processing of fingerprints on adhesive surfaces
- Assisted other employees in completing small projects around the office that included updating files, transcribing phone calls, and creating spreadsheets
- Completed assigned tasks with little or no supervision.
Customer Service Representative
Shoppers Food and Pharmacy
Clinton, MD
02.2013 - 09.2015
- Received payment by cash, check, credit cards, vouchers, or automatic debits
- Issued receipts, refunds, credits, or change due to customers
- Established or identified prices of goods and services, and tabulated bills using calculators, cash registers, or optical price scanners
- Answered calls from customers and assisted with special requests or resolving complaints
- Trained and developed new team members on customer service initiatives and operational procedures
Skills
Leadership Experience
Good Telephone Etiquette
Multitasking Abilities
Troubleshooting
Documentation abilities
Technical Support
Timeline
Techinal Expert
Apple
10.2022 - Current
Operations Specialist
Apple Inc.
08.2021 - 10.2022
Shift Supervisor
Starbucks
11.2017 - 07.2021
Honors Intern
Federal Bureau of Investigation
06.2016 - 08.2017
Customer Service Representative
Shoppers Food and Pharmacy
02.2013 - 09.2015