Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kerria Dotson

Dallas

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Alorica
05.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Live Chat Agent

Auto Club Group AAA
02.2023 - 05.2024
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Asked open-ended questions while handling inbound customer chat conversations from various websites.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Achieved high levels of customer retention, establishing rapport and trust through empathetic interactions.
  • Successfully de-escalated tense situations with frustrated customers by demonstrating patience, empathy, and a solution-oriented approach.

Customer Service Representative

Wayfair.com
10.2020 - 02.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Processed customer service orders promptly to increase customer satisfaction.

Billing Coordinator

Genpact
08.2018 - 10.2020
  • Answered telephone and in person inquiries with friendly demeanor and full knowledge of billing department processes.
  • Completed appeals of denied claims on patient bills.
  • Developed customized billing reports for internal stakeholders, supporting informed decision-making processes.
  • Established clear communication channels between departments to promote seamless coordination in all aspects of the billing process.

Sales Associate

T-Mobile
08.2016 - 08.2018
  • Built relationships with customers to encourage repeat business.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Solved customer challenges by offering relevant products and services.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Generated new sales leads to achieve and exceed monthly sales goals.

Education

Diploma -

David W. Carter
Dallas, TX
06.2013

Skills

  • Customer Engagement
  • Computer Skills
  • Problem Resolution
  • Microsoft Office
  • Product and service knowledge
  • Following scripts
  • Data Entry, Typing & Writing skills

Timeline

Customer Service Representative

Alorica
05.2024 - Current

Live Chat Agent

Auto Club Group AAA
02.2023 - 05.2024

Customer Service Representative

Wayfair.com
10.2020 - 02.2023

Billing Coordinator

Genpact
08.2018 - 10.2020

Sales Associate

T-Mobile
08.2016 - 08.2018

Diploma -

David W. Carter

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