Dorothy Respers
Raleigh,NC
Summary
Goal-oriented leader with distinguished experience in sales industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
7
7
years of professional experience
Work History
Customer Support Manager
HUBER USA
Raleigh, NC
07.2021 - Current
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
- Took cash and credit card payments via phone, in person and through email.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Corrected customer order inconsistencies to support accounting with accurate financial reporting.
- Solved database and pricing issues to reduce company expenditures by 40%.
- Led and executed customer support team strategy to reach company support goals.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Reduced accounting errors by leveraging CRM systems for invoice reporting and financial processes.
Customer Service Agent
Randstad Contractor, Maximus
Remote, NY
02.2021 - 08.2021
- Responded to customer comments and questions via LiveChat during shifts.
- Navigated between 3-4 web applications needed to complete scheduling and COVID-19 screening.
- Scheduled patients for appointments and maintained master calendar.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided COVID-19 FAQs and educational material to patrons and employees.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues related to scheduling.
- Protected individual confidentiality as prescribed by local, state and federal mandates.
Inside Sales Support Representative
Computer Task Group, Lenovo
Morrisville, NC
08.2019 - 08.2020
- Collected information on sales and service issues to coordinate team-wide resolutions.
- Used CRM software to maintain detailed contact logs and account records.
- Conducted reviews of internal tax documentation, reducing errors related to missed tax exemption
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules.
- Worked with individuals, trusts and companies to manage tax compliance and reporting needs.
- Managed over 100 overdue customer orders and distributed internal reporting of customer tax status as it relates to open orders to Sales Management teams.
- Facilitated integration of modern tax software with client accounting software.
- Reviewed available data and compared against tax code to determine exemptions, deductions and potential liabilities.
- Completed and filed returns with tax departments at local, state and federal levels.
Accounting Associate
Sam's Club
Durham, NC
06.2016 - 06.2019
- Verified deposits, rectified discrepancies and processed end-of-day paperwork using Smart Sheet RMS with 100% accuracy.
- Applied mathematical abilities to calculate and check figures in accounting systems.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Facilitated transition to Revolution Retail Management Systems
- Engaged browsing customers to initiate conversations to promote credit card sales and membership upgrades.
- Prepared and distributed 50+ customer rewards credits yearly via checks.
- Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior and reporting overages and shortages to appropriate management teams.
Production Machine Operator
Cree Inc
Morrisville, NC
01.2018 - 04.2019
- Followed tooling instructions and product specifications to determine and implement operational sequences.
- Sought out opportunities to develop new skill and become certified to operate every tool in photoresist photolithography process.
- Managed open and close of batch process from start to completion for batch tracking.
- Identified and corrected issues or inconsistencies found in batch samples at inspection stage.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
- Increased productivity by 10% in quality assurance stage.
- Collected batch samples of product for quality control.
- Monitored semiconductor operations and adjusted controls of processing machines and equipment to produce compositions with specific electronic properties.
- Helped with change overs and set up to assist with job preparation and production functions.
Education
Business Administration
North Carolina Central University
Durham, NCHigh school diploma -
Riverside High School
Durham, NC2014
Skills
- SKILLS
- Customer Trend Analysis
- Price Schedules
- Salesforce Software
- Strategic Goals
- Workflow Schedules
- Inventory Management and Planning
- Systems and software programs
- Database Management
Timeline
Customer Support Manager
HUBER USA
07.2021 - Current
Customer Service Agent
Randstad Contractor, Maximus
02.2021 - 08.2021
Inside Sales Support Representative
Computer Task Group, Lenovo
08.2019 - 08.2020
Production Machine Operator
Cree Inc
01.2018 - 04.2019
Accounting Associate
Sam's Club
06.2016 - 06.2019
Business Administration
North Carolina Central University
High school diploma -
Riverside High School
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