Dana Robinson
Jacksonville
Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Knowledgeable with solid background in customer service and problem resolution. Proven ability to handle high call volumes efficiently while maintaining friendly demeanor. Demonstrated expertise in effective communication and conflict resolution.
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
17
17
years of professional experience
Work History
Call Center Representative
Americas Call Center Inc
01.2024 - Current
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Support Manager
Walmart
01.2022 - 12.2023
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Prepared employee schedules for maximum coverage during key hours.
- Monitored employee and customer interactions to assess quality of service.
- Managed daily operations to ensure smooth functioning of the support department.
- Developed and maintained relationships with customers to enhance customer satisfaction.
Zone Merchandise Supervisor
Walmart
08.2007 - 12.2021
- Boosted sales performance by effectively managing merchandise assortments and inventory levels.
- Enhanced visual presentation of products, driving customer engagement and boosting sales conversion rates.
- Coordinated cross-functional teams to execute successful product launches within tight deadlines.
- Launched seasonal merchandise assortments in alignment with key industry events ensuring timely availability of products.
- Motivated and mentored merchandise team to achieve high performance and job satisfaction.
Education
High school diploma -
Samuel Wolfson high school
Jacksonville, Florida01.2006
Advance Career Training -
Medical Billing and Coding
01.2008
Skills
- ICD-9
- Medical Billing
- Medical Coding
- Time management
- ICD-10
- CPT Coding
- Communication skills
- Customer service
- Problem-solving skills
- Customer support
- Data entry
Timeline
Call Center Representative
Americas Call Center Inc
01.2024 - Current
Support Manager
Walmart
01.2022 - 12.2023
Zone Merchandise Supervisor
Walmart
08.2007 - 12.2021
High school diploma -
Samuel Wolfson high school
Advance Career Training -
Medical Billing and Coding
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