Julianna G. Dick
Goshen,IN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the RV industry. 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.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Escalation Specialist
Thor Motor Coach
01.2024 - Current
- Resolve customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Develop customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinate with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Foster strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Deliver exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
Customer Service Lead
Thor Motor Coach
09.2019 - 01.2024
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
Human Resources Specialist
Keystone RV
05.2017 - 06.2019
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Assisted employees in resolving conflicts through mediation services, leading to improved working relationships among team members.
- Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
Owner Relations Representative – Customer Service
Keystone RV
07.2015 - 05.2017
- Communicate Keystone warranty and owner responsibility guidelines to customers via phone, email, social media, and walk in customers
- Maintain detailed, professional, accurate, and privacy protected documentation with each customer correspondence
- Troubleshoot over the phone issues customers may be experiencing and referring to a repair shop if repairs are needed
- Gain customer approval and contact information for units to return to factory for repairs
- Facilitate over 600 incoming daily calls from customers with a call center team of 15 advisors all working as a team to make each call quick, easy, and enjoyable
Lead Pharmacy Technician
CVS/Pharmacy
02.2003 - 04.2013
- Collaborate with Pharmacist in charge in order to lead a pharmacy team with motivation, team building, and discipline
- Initiate new and innovative ways of revising workflow and increasing productivity
- Supervised 12 pharmacy technicians and coordinated day-to-day assignments.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Helped maintain a clean and organized workspace for optimal efficiency during high-volume periods.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Promoted teamwork among pharmacy staff, fostering a collaborative environment for improved productivity.
Education
Core 40 Diploma -
Goshen High School
Goshen, INIvy Tech Community College
References
Available upon request
Affiliations
- RV Woman's Alliance
Certification
Certified Level 1 RV Technician RVTI 10/23
Timeline
Escalation Specialist
Thor Motor Coach
01.2024 - Current
Customer Service Lead
Thor Motor Coach
09.2019 - 01.2024
Human Resources Specialist
Keystone RV
05.2017 - 06.2019
Owner Relations Representative – Customer Service
Keystone RV
07.2015 - 05.2017
Lead Pharmacy Technician
CVS/Pharmacy
02.2003 - 04.2013
Ivy Tech Community College
Core 40 Diploma -
Goshen High School