Hudasha Dozier

Work History

Pear Therapeutics

10.2021 - 08.2022

Fielded incoming technical support requests via phone to provide exceptional customer service, managed customer expectations, and communicated issue resolution status
Created accounts for internal and external users and updated account information in Salesforce and Experian
Submitted tickets to engineers for Salesforce support in Jira
Participated in User Acceptance Testing of future releases
Built rapport with internal customers and proactively solve problems
Escalated issues as necessary and supported escalated issues through completion
Proactively identified issues to address in application system updates
Ran reports in Salesforce to review and address Salesforce tickets and escalated if needed
Created and ran ad-hoc reports for managing internal team s KPIs via Salesforce
Created and ran ad-hoc reports for customers via Salesforce and Excel
Created work instructions to address frequently asked questions (FAQ) and scripts for issue resolution.
Provided high-level technical support by resolving phone, e-mail, and web inquiries consistent with department and team service levels and goals.

ModSquad

12.2018 - 12.2021

Supported multiple customer service and technical support projects by answering customer tickets and chat messages using Zendesk and Help Scout
Interacted with at least 3 customers at a time via chat to answer support questions and concerns
Drafted responses and edited portions of macros to fit customer inquiries
Researched data to verify customer claims.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Actively listened to customers, handled concerns quickly, and escalated major issues.

RTI International

08.2014 - 03.2016

Managed 20 to 40 agents daily
Reviewed customer calls for quality assurance and provided feedback
Provided retraining as necessary
Reviewed employee timecards in E-Time
Assisted with training new and existing employees on current and new projects
Created seating charts and work schedules for production floor agents
Ensured employees understand policies and protocols
Conducted Project Surveys with Sample Members.
Motivated employees to increase productivity and maximize service quality with a hands-on leadership style.

Lenovo

06.2013 - 03.2014

Handled customer product quality resolution cases/tickets in a high-tech industry
Made outbound calls to customers regarding product complaints
Tracked client issues and maintains client correspondence and issue resolutions
Scheduled appointments for technicians to provide home repairs.
Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Followed up on customer interactions to maintain customer communication and successfully close resolved issues.

IContact

11.2008 - 06.2013

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Exhibited high energy and professionalism when dealing with clients and staff.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.

IContact

08.2010 - 06.2013

Assisted customers with account management, billing, and cancellation via email, call, and chat platforms
Reviewed HTML code in the customer's message for accuracy
Submitted written trouble tickets to appropriate teams
Product up sale responsibilities
Processed payments and account upgrades
IContact Call Center Quality Assurance (In-Office/Remote)
Monitored calls, emails, support tickets, and chats for quality assurance
Held weekly calibration calls via Skype
Provided face-to-face feedback
Performed one-on-one calls with customer support agents
Developed and conducted remote online training for customers via Webinar