Dotty Sundquist
Bricelyn,MN
Summary
Versatile professional, adept at executing a diverse range of office routines and specific clerical tasks. Proficient in preparing and issuing reports, as well as collecting, inputting, and verifying data to uphold various records. Skilled at maintaining calendars, filing, printing items, making copies, maintaining office inventory, accepting payments, preparing correspondence, and processing incoming and posting outgoing mail. Proactive problem-solver with a commitment to maintaining a high standard of efficiency, confidentiality, and customer service.
Data Privacy Compliance | Client Interviewing | Reporting & Documentation | Cross-Functional Collaboration | Excellent Communication | Relationship Management | Team Player
Overview
18
18
years of professional experience
Work History
Customer Service Representative/Front Desk
Bevcomm
Blue Earth, MN
06.2015 - 03.2024
- Managed daily high influx of calls, while maintaining professionalism
- Executed precise updates to billing details and input new accounts into data management software
- Provided enthusiastic assistance to in-office clients, addressing inquiries, troubleshooting issues, and processing payments
- Responded accurately to web inquiries and resolved queries via chat with professional demeanor
- Monitored office inventory, replenishing supplies as necessary
- Managed opening and closing procedures, including public access and securing cash and premises
- Successfully managed diverse customer interactions, including both satisfied and dissatisfied individuals
- Attained additional computer training certifications
- Enhanced customer savings by analyzing bills to identify cost-saving options, thereby maintaining their services
- Adhered to Customer Proprietary Network Information (CPNI) protocols, safeguarding carrier rights and property, as well as preventing fraudulent, abusive, or unlawful use of services for users and other carriers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
Customer Service Specialist
Verizon Wireless
Mankato, MN
01.2014 - 01.2015
- Acquired client satisfaction by managing 70-80 daily calls, while delivering professional customer service across full spectrum of functions
- Preserved customer services by presenting alternative cost-effective plans, preventing service disconnections.
Public Assistance Fraud Investigator
Faribault County Sheriff’s Office
Blue Earth, MN
01.2006 - 01.2013
- Generated comprehensive monthly, quarterly, and annual reports by synthesizing data.
- Determined occurrence of criminal activities by pursuing leads, complaints, and referrals.
- Verified notes and files to document and organize all relevant actions for investigations
- Fostered positive relationships with human services, county attorneys, and law enforcement agencies
- Represented local area as active board member of MFIA (MN Fraud Association) Delivered presentations to human services board and county commissioners
- Identified individuals involved in fraudulent activities, uncovered overpayments, and facilitated convictions through legal proceedings.
- Streamlined investigation processes by developing efficient case management techniques, reducing time spent on each case without sacrificing accuracy or effectiveness.
- Reduced fraudulent activity by implementing effective fraud detection strategies and tools.
Education
AAS Degree - Business Administration
MN West College
05.1997
Skills
- Data Entry
- Professional telephone demeanor
- De-escalation Techniques
- Critical Thinking
- Conflict Resolution
- Active Listening
- Order Processing
- Office equipment proficiency
Timeline
Customer Service Representative/Front Desk
Bevcomm
06.2015 - 03.2024
Customer Service Specialist
Verizon Wireless
01.2014 - 01.2015
Public Assistance Fraud Investigator
Faribault County Sheriff’s Office
01.2006 - 01.2013
AAS Degree - Business Administration
MN West College
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