Dorothy Burton Hodges

Chicago,IL

Summary

Dynamic professional with a proven track record at Motorola Mobility, excelling in consumer advocacy and team collaboration. Expert in complaint handling and maintaining customer satisfaction, demonstrated through creative problem-solving and effective communication. Achieved significant improvements in consumer relations by leveraging industry awareness and professionalism.

Overview

years of professional experience

Work History

Consumer Advocate

Motorola Mobility, Motorola Mobility Transformation

05.2002 - 04.2012

Analyzed market trends to identify potential risks or threats to consumers'' interests, recommending appropriate actions or preventative measures when necessary.
Participated in industry conferences and workshops, staying up-to-date on current trends and best practices in consumer advocacy.
Found creative solutions in best interests of consumers, customers and company when negotiating and implementing concessions.
Educated consumers on their rights and responsibilities, empowering them to make informed decisions in the marketplace.
Developed comprehensive reports detailing consumer complaint patterns, providing valuable insights for business strategy adjustments.
Diffused difficult situations and calmed irate customers, resulting in satisfactory resolutions.
Presented findings from complaint investigations to senior management, influencing changes in company practices to better serve consumers.
Followed up with customers using phone, email or text, resolved concerns and closed out cases.
Handled escalated cases where a resolution could not be reached at the initial point of contact, mediating between parties to find an agreeable solution.

Ction Assistant

Motorola

10.1989 - 05.2002

Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
Greeted guests in with friendliness and professionalism.
Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
Worked closely with management to provide effective assistance for specific aspects of business operations.
Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
Expedited project completion times due to the ability to multitask effectively under tight deadlines.
Assisted managers in decision-making processes based on thorough research and analysis of available data.
Boosted team productivity with regular preparation of detailed reports and presentations.
Facilitated smooth operation of office equipment, performing regular maintenance checks and troubleshooting issues.
Streamlined communication within team, scheduling and coordinating meetings for all members.
Streamlined document preparation, ensuring accuracy and compliance with industry standards.
Enhanced office efficiency by organizing and maintaining digital and physical filing systems.
Administered testing to manifacturing team members for required safety and procedural processes.
Followed detailed directions from management to complete daily paperwork and computer data entry.
Supervised team adherence to established policies and procedures.

Retail Sales Associate

Sears

06.1975 - 02.1992

Greeted customers and provided outstanding customer service.
Greeted customers and helped with product questions, selections, and purchases.
Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
Answered questions about store policies and addressed customer concerns.
Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
Engaged with customers on sales floor, offering assistance and improving shopping experience.
Stocked merchandise, clearly labeling items, and arranging according to size or color.

Education

High School Diploma - Retail Business

Lucy Flower High School

Chicago, IL

06.1968

Skills

Assertiveness
Industry awareness
Active learning
Complaint handling
Teamwork and collaboration
Attention to detail
Reliability

Customer satisfaction
Excellent communication
Active listening
Self motivation
Product knowledge
Professionalism

Timeline