Dorothy Preston
Orlando
Summary
Detail-oriented customer service representative with a strong commitment to improving service standards and customer satisfaction. Successfully resolved customer inquiries on the first contact, improving service efficiency and effectiveness. Demonstrated expertise in cultivating relationships with key customers, ensuring their needs are not just met but exceeded. Prepared to leverage extensive experience to contribute to a world-class customer service team. Motivated customer service professional dedicated to delivering exceptional support and enhancing customer experiences. Proven track record of achieving high satisfaction ratings through effective resolution of inquiries and proactive engagement strategies. Strong team leader with experience in training staff to improve service quality and performance metrics. Prepared to take on new challenges and contribute positively to customer service excellence.
Overview
10
10
years of professional experience
Work History
Assist General Manager
Natson Hotels Group
Orlando, Florida
06.2017 - Current
- Oversaw daily operations to ensure alignment with strategic business goals and objectives.
- Implemented training programs that improved staff performance and customer service satisfaction by 15%.
- Created and maintained standard operating procedures to enhance consistency and compliance across operations.
- Facilitated regular team meetings to discuss goals, address challenges, and celebrate achievements.
- Enhanced customer engagement through the implementation of feedback systems, increasing retention rates.
- Resolved operational issues by implementing solutions that improved workflow and productivity.
Customer Service Representative
Spectrum
Lake Mary, FL
09.2025 - 12.2026
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Developed strong product knowledge to assist customers in making informed purchasing decisions.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
Customer Service Representative
Waste Management
Orlando, Fla
03.2017 - 12.2022
- Provided exceptional customer support by addressing inquiries and resolving issues promptly, resulting in a 95% customer satisfaction rating.
- Conducted regular training sessions for new staff on best practices in customer service, improving team performance and knowledge retention.
- Maintained a deep understanding of product offerings to provide accurate information and recommendations to customers.
- Assisted in the onboarding process for new team members, helping them acclimate to company policies and procedures.
- Conducted follow-up calls and surveys to gauge customer satisfaction, using feedback to drive continuous improvement.
- Resolved customer inquiries with a focus on first-contact resolution, significantly improving service efficiency.
- Developed and maintained strong relationships with key customers to ensure their needs were met and expectations exceeded.
Education
High School Diploma - Credit Courses
Seminole High School
Sanford, United States01-1984
Skills
- First-Contact Resolution, Performance Metrics, Customer Engagement, Team Collaboration, Communication Skills, Team Performance, Problem Solving, Customer Satisfaction, Conflict Resolution, Product Knowledge, Customer Support
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Efficient multi-tasker
- Effective leader
- Time management
- Training and coaching
- Customer relations
- Staff supervision
- Goal setting
- Employee scheduling
- Verbal and written communication
- Administrative skills
- Staff training and development
Languages
English
Full Professional
Timeline
Customer Service Representative
Spectrum
09.2025 - 12.2026
Assist General Manager
Natson Hotels Group
06.2017 - Current
Customer Service Representative
Waste Management
03.2017 - 12.2022
High School Diploma - Credit Courses
Seminole High School