Laverne Dortch
Palos Hills,IL
Summary
Developed strong communication and problem-solving abilities in fast-paced service environments. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
CAROUSEL CHECKS
04.2023 - 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provides coaching and mentoring to new hires, contributing to their successful integration into the team.
Member Service Representative
CVS HEALTH CORPORATION
01.2021 - 04.2023
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
Customer Service Associate
MARVEL GROUP
05.2014 - 07.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
Client Service Representative
NORTHERN TRUST COMPANY
01.2013 - 01.2014
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
STANDARD BANK AND TRUST COMPANY
01.2008 - 01.2013
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Education
Business Certificate -
CATHERINE BUSINESS COLLEGE
Chicago, ILSkills
- Critical thinking
- Active listening
- Call center experience
- Conflict resolution
- Payment processing
- Team development
- Order processing
- Customer satisfaction measurement
Timeline
Customer Service Representative
CAROUSEL CHECKS
04.2023 - Current
Member Service Representative
CVS HEALTH CORPORATION
01.2021 - 04.2023
Customer Service Associate
MARVEL GROUP
05.2014 - 07.2020
Client Service Representative
NORTHERN TRUST COMPANY
01.2013 - 01.2014
Customer Service Representative
STANDARD BANK AND TRUST COMPANY
01.2008 - 01.2013
Business Certificate -
CATHERINE BUSINESS COLLEGE
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