Patricia Dotson
Jonesborough,TN
Summary
Results-driven customer service representative adept at managing complex billing inquiries and processing transactions with precision. Recognized for enhancing operational efficiency through effective communication and attention to detail. Committed to delivering superior customer experiences that drive satisfaction and loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Farm Bureau Insurance
Jonesborough, TN
02.2018 - 05.2026
- Serviced customers through multi-line phone systems, emails, and faxes for appointment scheduling.
- Processed payments and resolved billing inquiries in a timely manner.
- Filed claims and updated life, home, and auto insurance policies.
- Collaborated with mortgage companies to prepare refinancing documentation.
- Monitored drive-thru operations for payment processing and balanced cash drawer daily.
- Managed monthly undeclared driver reports to ensure compliance.
- Assisted agents with daily office tasks and scheduling appointments.
- Supported agency manager in payroll monitoring and updating employee PTO records.
Office Manager
Wishon Auto
Johnson City, TN
07.2017 - 02.2018
- Office Manager for a newly opened, privately owned dealership. Oversaw accounts payable and receivable, ensuring accurate daily reconciliations. Processes all vehicle titles; ensuring all liens are perfected in a timely manner. Maintains inventory spreadsheets for vehicles sold; updating daily. Coordinated with CPA on timely payroll and sales tax submissions to State of TN. Answers incoming calls and greets all visitors on a professional level. Established strong work relationships with customers and local lending establishments. Developed organized filing systems for accounts and employee records, enhancing retrieval efficiency.
- Oversaw daily office functions and maintained daily administrative functions.
- Organized staff schedules and appointments for staff and management teams.
- Oversaw inventory management and ordering of office supplies.
Title Clerk
Hudson Auto Group
Johnson City, TN
05.2016 - 07.2017
- Title clerk in a central accounting office for a total of 4 dealerships. Verified and processed title work for four dealerships, ensuring accuracy and compliance. Provided highly professional customer service by answering incoming calls. Taking in the titles, filing in proper books, verifying all paperwork for accuracy. Conducted daily title audits for two dealerships, identifying discrepancies and ensuring timely resolution. Maintained tag logs to track progress of each deal, facilitating efficient data entry and reporting. Sorted and organized interoffice mail for efficient distribution, preparing courier for daily run. Packaged and labeled UPS shipments for timely dispatch, mailing payoffs, tag work to county clerks as well as titles for dealer trades.
- Processed vehicle title applications for accuracy and compliance with state regulations.
- Coordinated with dealerships to ensure timely title transfers and registrations.
- Maintained detailed records of all title documents for reference and audits.
Title Clerk
Smart Auto Johnson City Inc
Johnson City, TN
08.2015 - 05.2016
- Verified and processed legal documents to finalize sales deals, ensuring compliance and accuracy. Prepare and process title documents. Pull daily sales reports, verify sales tax and enter on sales tax summary. Posted payables for each deal in QuickBooks, maintaining financial integrity and record accuracy. Release all titles that have been paid in full. Receive payments from customers and post to individual accounts. Balance any monies taken in at the end of the day. Prepared titles with supporting documentation for auction vehicles, facilitating smooth transactions and regulatory compliance.
- Prepared and submitted title documents to state agencies for processing. and maintained accurate vehicle registration records.
- Facilitated communication with state agencies to expedite title transfers. to ensure timely title transfers and compliance.
- Provided assistance to customers regarding title inquiries and concerns. with title inquiries and provided exceptional service support.
RECOVERY CLERK
COMMUNITY TRUST BANK
PIKEVILLE, KY
11.2010 - 04.2014
- Processed customer requests for account recovery and information updates.
- Coordinated with internal teams to resolve discrepancies in account records.
- Maintained accurate documentation of recovery transactions and communications.
- Maintained calendar for upcoming deadlines on incoming requests and events. Answered customer calls professionally; Determined nature of call and directed them to appropriate destination. Frequently used word processing, spreadsheet, database and software. Tracked month and year-end Gap and Service Contract cancellations to ensure accurate financial reporting. Maintained and internal customer filing system; pulling files weekly for collectors. Calculated and prepared all deficiency letters for department. Maintained spreadsheets for incoming payments from customers, attorneys, and bankruptcy courts, ensuring timely processing and record-keeping. Average monthly recovery $250,000.00 Prepared and sent correspondence to attorneys regarding lawsuits, facilitating effective communication and case management.
DEPOSIT OPERATIONS CLERK/CUSTOMER SERVICE
COMMUNITY TRUST BANK
PIKEVILLE, KY
11.2010 - 04.2014
- Processed deposit transactions accurately and efficiently for customer accounts.
- Answered 90-120 calls daily, addressing inquiries, solving problems, and providing product information to enhance customer satisfaction. Politely assisted customers in person and via telephone; accurately explained details regarding accounts. Provided elevated customer experience to generate loyal clientele. Established reputation as efficient service provider, recognized for high accuracy in handling customer transactions. Top 10% of employees in successful resolution of issues. Ensured superior customer experience by addressing customer concerns efficiently and accurately. Received positive reviews highlighting commitment to delivering excellent customer service.
- Maintained detailed records of daily banking activities and transactions.
- Collaborated with team members to ensure smooth operations in deposit processing.
Education
Some College (No Degree) - Business
ALICE LLOYD COLLEGE
Pippa Passes, KYHigh School Diploma -
JOHNS CREEK HIGH SCHOOL
Pikeville, KYSkills
- Customer service management
- Customer billing management
- Transaction verification
- Financial record management
- CRM software proficiency
- Office administration
- Office coordination
- Appointment scheduling
- Client support services
- Time management
- Attention to detail
- Problem solving
- Team collaboration
- Effective communication
- Customer feedback management
Personal Information
- Title: Customer Service Representative
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Military Service
- Branch: Air Force
- Service Country: United States
- Rank: Military Spouse
- December 1987 to May 2009
- Military Spouse for over 20 years, traveling extensively.
Work Preference
Location Preference
RemoteTimeline
Customer Service Representative
Farm Bureau Insurance
02.2018 - 05.2026
Office Manager
Wishon Auto
07.2017 - 02.2018
Title Clerk
Hudson Auto Group
05.2016 - 07.2017
Title Clerk
Smart Auto Johnson City Inc
08.2015 - 05.2016
RECOVERY CLERK
COMMUNITY TRUST BANK
11.2010 - 04.2014
DEPOSIT OPERATIONS CLERK/CUSTOMER SERVICE
COMMUNITY TRUST BANK
11.2010 - 04.2014
Some College (No Degree) - Business
ALICE LLOYD COLLEGE
High School Diploma -
JOHNS CREEK HIGH SCHOOL