Kurnesia Dawson
Hollywood,USA
Summary
I am motivated to contribute to the company success. Team-oriented, with outstanding/energetic work ethic. Special strengths: Attention to detail, organized, able to train multiple staff members, inventory control, active listening, effective communicating skills, and highly adaptable. I am seeking a position that will allow me to use my skills that I have developed through the years.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Retention Specialist
Grieco Chevrolet of Lauderhill
Lauderhill, FL
02.2023 - 10.2024
- A customer retention specialist at the dealership would manage all of the areas that need to be tracked to improve how your dealership retains your customers
Customer Service Representative
Chewy
Hollywood, FL
09.2020 - 11.2023
- Processed orders, refunds, exchanges and customer transactions
- Interacted with customers through live chat
- Kept records of customer complaints
- Assisted customers with questions
- Assisted customers with a warm and professional attitude
Service BDC Representative
Vista BMW
Coconut Creek, FL
12.2019 - 10.2021
- Answer all incoming phone calls and schedule service appointments
- Making outbound call, generate service appointments and log all customer comments
- Schedule follow-up contact if no appointment is made
- Reschedule no-show customer appointments
- Schedule future contact as needed
- Generate emails according to a pre-determined timeline to automatically schedule follow-up reminders for next contact
- Contact customers based on current marketing initiatives
- Respond to customer website requests
- Contact internet customers via email and phone to schedule a service appointment
Customer Service Representative
Lou Bachrodt Chevrolet
Coconut Creek, FL
01.2017 - 12.2019
- Help customers with complaints and questions, give customers information about products and services, take orders, and process returns
- By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales
Retention Specialist
Comcast
North Lauderdale, FL
01.2014 - 12.2016
- Company Overview: Telecommunication 2014-2016
- Answer customer telephone calls regarding existing accounts
- Respond to questions and concerns about services, and escalate calls appropriately
- Make requested policy and account changes
- Consult with customers to evaluate needs and determine best options
- Resolved service issues and shared benefits of additional services
- Maintained up-to-date knowledge of bank policies regarding payments, account changes, and upgrades
- Counsel customers on options for service and coverage
- Upgrade service and offer additional service packages or options
- Troubleshoot company's equipment and services
- Cross-trained and provided back-up for other customer service representatives when needed
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
- Telecommunication 2014-2016
Customer Service Representative
T-Mobile
01.2010 - 12.2013
- Assisted customers with concerns and questions about their account, devices, and services
- Deliver prepared sales talks in order to persuade potential customers to purchase a product or service
- Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
Education
Diploma -
South Plantation High School
12.2010
Skills
- Cash handling
- Customer service
- Attention to detail
- Organized
- Training
- Inventory control
- Active listening
- Effective communication
- Highly adaptable
- Automotive service
- Box truck
- Telecommunication
- Dealership experience
- Business Development
- Cold Calling
- CRM software
- Time management
- Sales
- Auto service management
- Order Entry
- Telemarketing
- Customer support
- Moving
Certification
Driver's License, Non-CDL Class C
Personal Information
Willing To Relocate: Anywhere
Timeline
Retention Specialist
Grieco Chevrolet of Lauderhill
02.2023 - 10.2024
Customer Service Representative
Chewy
09.2020 - 11.2023
Service BDC Representative
Vista BMW
12.2019 - 10.2021
Customer Service Representative
Lou Bachrodt Chevrolet
01.2017 - 12.2019
Retention Specialist
Comcast
01.2014 - 12.2016
Customer Service Representative
T-Mobile
01.2010 - 12.2013
Diploma -
South Plantation High School