Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Work Availability
Quote
Timeline
AssistantManager
Eunice Dotson

Eunice Dotson

Houston,TX

Summary

Diligent Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills. A leader who is dedicated to solving technical and customer issues.

Overview

10
10
years of professional experience

Work History

Customer Experience Specialist

Comcast
02.2019 - 01.2023
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Maintained extensive knowledge of company products to recommend items aligned with customer needs.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to all technical support needs.

Airbnb Customer Support Specialist

Airbnb
09.2017 - 01.2019
  • Technical support
  • Follow up through call or message to further assist customers when needed
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
  • Maintained and managed customer files and databases.
  • Served customer account and technical needs with daily calls, consistently meeting productivity and quality targets.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Updated account information to maintain customer records.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.

Customer Service Representative

West Corporation
02.2013 - 03.2015
  • Respond to incoming calls and online inquiries regarding account issues, product questions, and order tracking
  • Inquiry resolution: Highly-skilled in researching difficult account and product issues to provide quick and final resolution to satisfied customers.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved accounting, service and delivery concerns.

Education

Associate of Science - Nursing

Lone Star College System
Houston, TX
02.2025

High School Diploma -

Clifton J. Ozen High School
Beaumont, TX
06.2013

Skills

  • Escalated Call Handling
  • Effective Customer Communication
  • Policy and Procedure Adherence
  • Strong Computational Skills
  • Client Needs Assessment
  • Document and Records Management
  • Ability to Be Flexible
  • Conflict Resolution Techniques
  • Billing Adjustments and Refunds
  • Complaint Response
  • Team Management Experience
  • Training and Development
  • Resolve Technical Problems
  • Customer Support Needs Assessment
  • Customer Communication and Empathy
  • Responding to Technical Questions
  • Customer Experience Improvement
  • Customer Loyalty
  • Productivity Standards
  • Performance Goals
  • Team Goals
  • Customer Care
  • Test Data
  • Microsoft Office
  • Team Training
  • Call Control
  • Call Volume and Quality Metrics
  • Upselling

Accomplishments

  • Customer compliments, awards and acknowledgments
  • Employee of the Month

Affiliations

Member, ABC Book Club Competed in Academic Decathlon, placed second for our team/school Member, Ozen Choir Member, ROTC, Food Bank (Volunteer) Treasure House (Volunteer) NCCI Women’s Dept. Monthly Devotional Call

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Customer Experience Specialist

Comcast
02.2019 - 01.2023

Airbnb Customer Support Specialist

Airbnb
09.2017 - 01.2019

Customer Service Representative

West Corporation
02.2013 - 03.2015

Associate of Science - Nursing

Lone Star College System

High School Diploma -

Clifton J. Ozen High School

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Eunice Dotson