Dotty Sundquist
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Excellent work ethic and strength in boosting company morale.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
BEVCOMM
06.2015 - 03.2024
- Promptly responded to inquiries and requests from prospective customers.
- Demonstrated integrity and honesty while interacting with guests, team members and managers.
- Greeted customers and provided excellent customer service.
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times, while in chat and answering emails from other customers.
Customer Service Representative
Verizon
11.2014 - 05.2015
- Adhered to all confidentiality requirements at all times.
- Met all customer call guidelines including service levels, handle time and productivity.
- Politely assisted customers in person and via telephone.
- Answered an average of 70 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Executed customer transactions, including payments.
Fraud Investigator
Faribault County Sheriff's Office
01.2006 - 05.2013
- Comprehensive interviews with suspects.
- Verified notes and files to document and organize all relevant actions for investigations.
- Generated comprehensive monthly, quarterly, and annual reports, by synthesizing data.
- Fostered positive relationships with Human Services, County Attorneys, and law enforcement agencies.
- Represented local area as active board member for MFIA (MN Fraud association).
- Testified as an expert witness during legal proceedings, providing valuable insights into complex fraud schemes.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Delivered presentations to the human services board and county commissioners.
Education
Associate of Applied Science - Finance And Business
MN West College
Canby, MNSkills
- Quick learner
- Fast and efficient service worker
- Dedicated team player
- Data Collection
- Creative problem solver
- Professional phone etiquette
- Customer service-oriented
- Works well under pressure
- Exceptional communication skills
- MS Windows proficient
Timeline
Customer Service Representative
BEVCOMM
06.2015 - 03.2024
Customer Service Representative
Verizon
11.2014 - 05.2015
Fraud Investigator
Faribault County Sheriff's Office
01.2006 - 05.2013
Associate of Applied Science - Finance And Business
MN West College
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