Hi, I’m
India Dove
Summary
Empathetic coach with good understanding of different cultures, perspectives and experiences. Eager to put leadership and problem-solving skills into practice. Personable and dedicated to helping mentees navigate difficult situations and resolve conflicts positively and constructively.
Overview
11
years of professional experience
1
Certification
Work History
Macy's Credit And Customer Service
Peer Mentor
09.2020 - Current
Job overview
- Walk the floor to answer questions and provide assistance to new hires
- Provide integrated coaching
- Facilitated peer-to-peer conversations to support open communication among mentees.
- Created individualized mentoring plans for mentees, promoting personal growth and development.
- Met mentee formally, informally, in-person and virtually to offer support.
- Assisted mentee in getting acclimated to new position or responsibilities with consistent coaching and assisting with task prioritization.
- Established trusting relationship with mentee by maintaining professionalism and honoring confidentiality.
- Shared resources, opportunities, and activities to support mentee's learning and development.
- Maintain relevant product and policy knowledge
- Maintain system knowledge of Macy's tools and applications.
Macy's Credit And Customer Service
Platinum specialist
02.2020 - 09.2020
Job overview
- Provide customers with product and service information
- Research required information using available resources
- Handle customer inquiries both over the phone and by email.
- Followed all company policies and procedures to deliver quality work.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Detailed payment options and explained price, receipt and billing details to customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Golden T INC (McDonald's)
I.T Manager
07.2019 - 02.2020
Job overview
- Plan, organize, control and evaluate IT and electronic data operations in 6 stores within the franchise.
- Design, develop, implement and coordinate systems, policies and procedures.
- Managed, repaired and updated KVS systems, POS systems, printers and monitors.
- Responded and resolved all after hours and weekend technical emergencies.
Ison Management(McDonald's)
Certified Shift Manager
11.2012 - 07.2019
Job overview
- Delegating tasks to restaurant staff and supervising their performance
- Ensure client satisfaction and gracefully handle any complaints
- Balance the cash register at the end of the shift.
Progressive Insurance
Help Desk Associate
08.2018 - 02.2019
Job overview
- Provided computer help desk support via telephone, face to face and remote desktop communication with end-users utilizing customer service techniques and strong communication skills
- Closed 95% of trouble tickets on the first call without escalation
- Provided BitLocker encryption key, mapped network drives and network printers for multiple environments.
Information Services
Help Desk Agent
08.2016 - 05.2018
Job overview
- Taking inbound calls for faculty, staff and students to assist with troubleshooting
- Create, respond to, escalate, and close tickets.
Information Services
Sr. Tech
08.2015 - 05.2016
Job overview
- Interact with students/faculty/staff to ensure high levels of satisfaction while performing repairs and installations on user equipment
- Acted as a team lead which included making in room calls to troubleshoot and to check the network in residence halls/academic buildings
- Reset user account passwords by using an active directory to check their account status.
Education
Kent State UniversityKent, Ohio
Masters of Science in User Experience Design
12.2023
Kent State UniversityKent, Ohio
Bachelor's of Science in Digital Sciences
05.2018
Princeton High SchoolCincinnati, Ohio
High School Diploma
05.2014
Skills
- Instructional Design
- Interpersonal Skills
- Coaching
- Analytical Skills
- Google Analytics
- Wireframing
- User Research
- Figma
- Usability Testing
- Brand Management
Certification
- Digital Marketing Training - 2023
Timeline
Peer Mentor
Macy's Credit And Customer Service
09.2020 - Current
Platinum specialist
Macy's Credit And Customer Service
02.2020 - 09.2020
I.T Manager
Golden T INC (McDonald's)
07.2019 - 02.2020
Help Desk Associate
Progressive Insurance
08.2018 - 02.2019
Help Desk Agent
Information Services
08.2016 - 05.2018
Sr. Tech
Information Services
08.2015 - 05.2016
Certified Shift Manager
Ison Management(McDonald's)
11.2012 - 07.2019
Kent State University
Masters of Science in User Experience Design
Kent State University
Bachelor's of Science in Digital Sciences
Princeton High School
High School Diploma
- Digital Marketing Training - 2023
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