Summary
Overview
Work History
Skills
Timeline
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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

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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
DOROTHEA FONVILLE