Dorothy Toots
Flexx Sports Bar and Ultra Lounge
Riverview,FL
15
years of professional experience
CUSTOMER SERVICE & SALES DIRECT SUPPORT PROFESSIONAL
Customer-focused professional with 10+ years of experience across insurance support, financial processing, customer service, sales support, and hospitality. Skilled at building rapport, identifying customer needs, resolving concerns, processing transactions accurately, and supporting sales teams. Experienced with high-volume inbound and outbound calls, customer documentation, point-of-sale systems, financial data, and website navigation. Adaptable and dependable team member who combines personable service, attention to detail, problem-solving, and professional follow-through.
Work History
Hookah Specialist/Server
3 Years 1 Month- Deliver attentive, personalized customer service by welcoming guests, accurately taking orders, and providing timely food and beverage service.
- Identified customer preferences and recommended additional menu items, enhancing sales and guest experience.
- Responded to customer questions, requests, and concerns professionally, fostering customer satisfaction.
- Managed multiple customer needs in fast-paced environment, ensuring organized and welcoming service area.
- Process cash and point-of-sale transactions accurately and efficiently.
Financial Processor
8 Months- Process high volumes of financial transactions with a strong focus on accuracy and timely completion.
- Enter, review, and evaluate financial data and account information to support accurate processing.
- Tracked collection progress and maintained accurate financial records to ensure timely reconciliations.
- Supported process improvements by implementing software tools and streamlining data-entry procedures for better accuracy.
- Prepare detailed reports and generate invoices using billing and account information.
- Assisted internal and external customers with financial-processing inquiries to enhance service delivery.
Insurance Specialist
2 Years 6 Months- Managed 30+ incoming customer calls daily, addressing insurance-related inquiries and service needs to enhance customer satisfaction.
- Conduct inbound and outbound calls to assist customers and connect them with appropriate sales representatives.
- Identify customer needs and accurately document call details and relevant information for sales agents.
- Facilitated customer transfers to appropriate representatives, ensuring a seamless and positive experience during each interaction.
- Resolved customer inquiries efficiently, employing effective communication and problem-solving skills to maintain high service standards.
- Train new employees on company policies, procedures, customer service expectations, and role responsibilities.
Direct Support Professional
11 Months- Executed crisis intervention strategies to de-escalate challenging behavior and ensure peaceful encounters.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Facilitated recreational and leisure activities to enhance social interactions and combat loneliness among clients.
- Supported clients in achieving personal goals through customized care plans and skill-building activities.
Direct Support Professional
1 Year 3 Months- Delivered individualized care and support, ensuring safety, dignity, independence, and overall well-being for clients.
- Facilitated daily living activities, including personal care, meal preparation, and community engagement, enhancing client quality of life.
- Follow individualized care plans to address client needs and support personal goals.
- Administer medications according to prescribed schedules and accurately document observed changes or reactions.
- Communicated effectively with clients, coworkers, and support team members to ensure consistent and dependable service.
Dental Assistant
8 Months- Organized and filed patient records in digital and physical formats to ensure easy access for the medical team.
- Shadowed active duty dental assistant
- Practiced taking mandibular impressions using dental materials to develop skills for accurate patient assessments.
Customer Service Representative
4 Months- Receive customer calls regarding technical issues and assist customers by finding solutions to problems
- Investigate customer problems to ensure we can help purchase with BJ SALES
- Navigate customers step by step through BJ SALES website
- Ensure to resolve any BJ SALE customer issue
Education
High School Diploma
Skills
Customer Service & Relationship Building
Insurance Customer Support
Sales Support & Upselling
Inbound & Outbound Calling
Complaint Resolution & De-escalation
Financial & Transaction Processing
Data Entry & Account Documentation
POS Systems & Cash Handling
Website Navigation & Technical Support
Customer Needs Assessment
New-Hire Training
Problem Solving
Time Management & Organization
Team Collaboration
Professional Communication
ADDITIONAL SKILLS
- Professional Phone Communication
- Financial Data Entry
- Transaction Processing
- Customer Documentation
- Sales Support
- Conflict Resolution
- Active Listening
- Technical & Website Assistance
- Training & Coaching
- Multitasking in Fast-Paced Environments
- Attention to Detail
- Customer Relationship Management
Timeline
Hookah Specialist/Server
Flexx Sports Bar and Ultra Lounge
09.2023 - CurrentRead More
Financial Processor
Vanguard
12.2022 - 08.2023Read More
Insurance Specialist
Get Health-e
06.2020 - 12.2022Read More
Direct Support Professional
Quest Inc.
09.2019 - 08.2020Read More
Customer Service Representative
ALORICA
09.2017 - 01.2018Read More
Direct Support Professional
Sunrise Assisted Living
02.2016 - 05.2017Read More
Dental Assistant
Royal Airforce Dental Squadron
10.2011 - 06.2012Read More
Lakenheath High School
High School Diploma
Read More