Dorthy A Campbell
Ripley,USA
Summary
Organized with more than 21 years of experience providing detailed, hands-on leadership. Experienced with team leadership. Utilizes effective communication and organizational skills to drive success. Knowledgeable in handling customer and teams complaints. Dedicated, focused and enthusiastic with expertise nurturing client and team relationships, generating revenue with new accounts. Extensive knowledge of Waste Management.
Strong leader and problem-solver dedicated costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Knowledgeable with solid history in leading my team and driving success. Demonstrated ability in problem-solving and decision-making. Experienced with team leadership and utilizes effective communication and organizational skills to drive success.
Overview
22
22
years of professional experience
Work History
Account Associate II
Waste Management
08.2024 - Current
- Customer Care Escalation
- Monthly Peer coaching
- Mentors for new hires
- Daily monitoring call flow
- Answering agents' questions
- Maximized client retention by maintaining open lines of communication and addressing concerns promptly.
- Managed and responded to correspondence and inquiries from customers and team.
- Managed accounts, maintaining a high level of organization and attention to detail.
- Answered customer emails, telephone calls to respond to questions, provide details, and resolve concerns.
- Increased client satisfaction by effectively managing and resolving account issues.
- Set up, updated and closed customer accounts in computer system.
- Weekly debrief with management
Account Associate II
Waste Management
08.2022 - 08.2024
- Customer Care Specialist
- Mentoring and coaching with agents
- Trained and worked side by side with team
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Trained and supported account management professionals to increase company revenue.
- Negotiated contracts, closed agreements, and supported sales team in new product launches.
- Reached out to accounts to measure customer satisfaction
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Care Escalation
Waste Management
03.2019 - 03.2020
- Oversaw addressing customer requests for friendly, knowledgeable service and support with a 95% Save rate.
- Drove customer escalations to resolution by engaging directly with clients.
- Supervised customer calls per week to track support issues and improve operating procedures.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated customers on special pricing opportunities and company offerings.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Account Manager
Waste Management
10.2009 - 03.2019
- Secured long-term accounts by identifying client needs, providing recommendations, and delivering products on time. Awarded Lowest Lost revenue for 2 years
- Maintained strong understanding of competitors' mission, offerings, and presence in assigned territory.
- Achieved cooperative and positive communications
- Utilizing telephone-based negotiation and customer retention strategies.
- Reduces lost business by diffusing customer cancellation requests.
- Consider customer cancellation requests as opportunities for success.
- Saves, secures, and converts customers at risk and minimizes lost revenue.
Dispatch/Front Office Administrator
Waste Management Company
06.2006 - 10.2009
- Monitored office inventory to maintain adequate supply levels and order products.
- Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
- I answered phones, responded to customer inquiries, and transferred calls to appropriate staff members.
- Managed customer complaints and rectified issues to complete satisfaction.
- Kept a close eye on the front desk so that any issues that arose could be promptly addressed and resolved.
- Handled payment processing duties and provided customers with receipts and proper bills and change.
Set-up Coordinator
Waste Management
04.2006 - 06.2006
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Demonstrated leadership by making improvements to work processes.
- Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
Inbound Account Manager
Waste Management
01.2005 - 04.2006
- Maximize profit opportunities by effectively managing time and resources to meet sales objectives.
- Exceed sales goals for accounts by upselling products to existing customers.
- Managed existing portfolio and potential leads.
- Drove new account acquisition, increasing revenue
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Managed budgeting, forecasting, and performance for accounts.
Inside Sales
Waste Management
01.2004 - 01.2005
- Educated customers on product features and technical details to highlight benefits.
- Calculated total costs for service delivery including production, delivery, and installation to provide customer with accurate quote.
- Followed up with customer after-sales to identify and resolve service, account, or technical issues to maintain customer satisfaction.
- Exceeded daily customer call quota by measuring input against goal and holding self-accountable.
- Liaised between outside sales representatives and customers.
- Negotiated prices, terms of sale and service agreement to close final steps of transaction and achieve desired outcome.
Education
Bachelor of Science - Industrial Technology
Mississippi State University
Starkville, MSAssociate of Applied Science - undefined
Northeast Mississippi Community College
Booneville, MSSkills
- Leadership proficiency
- Agent development with mentorship
- Daily mindset training for agents
- Peer coaching development
- Customer service excellence
- Strong negotiation abilities
- Identifying upsell opportunities
- Effective time management
- Analytical problem-solving
- Collaborative teamwork
- Effective listening
- Strategic decision-making
Timeline
Account Associate II
Waste Management
08.2024 - Current
Account Associate II
Waste Management
08.2022 - 08.2024
Customer Care Escalation
Waste Management
03.2019 - 03.2020
Account Manager
Waste Management
10.2009 - 03.2019
Dispatch/Front Office Administrator
Waste Management Company
06.2006 - 10.2009
Set-up Coordinator
Waste Management
04.2006 - 06.2006
Inbound Account Manager
Waste Management
01.2005 - 04.2006
Inside Sales
Waste Management
01.2004 - 01.2005
Associate of Applied Science - undefined
Northeast Mississippi Community College
Bachelor of Science - Industrial Technology
Mississippi State University
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