Patrick Dawson
Florence,United States
Summary
I'm a dynamic and results-driven professional with a strong ability to thrive in fast-paced environments, whether working independently or as part of a team. Recognized as a natural leader, I am outgoing, confident, and adept at promoting both myself and the products I represent. Known for being reliable, trustworthy, and driven, I maintain high moral standards and a strong work ethic. My combination of sales expertise, customer service skills, and dedication makes me a valuable asset in any workplace environment.
Overview
18
18
years of professional experience
Work History
Senior Special Project's Advocate/ Wholesale Senior Advocate
Carvana
07.2020 - Current
- Guided customers through Carvana's self-service tools, facilitating smooth vehicle sales and trade-ins, resulting in a high customer satisfaction rate
- Managed inbound calls and casework underwriting, ensuring seamless document uploads and assisting customers in completing the Sell to Carvana process, leading to a reduction in processing time
- Promoted to Advocate Level 2 for demonstrating exceptional proficiency in underwriting; transitioned from phone support to handling high-risk and manual appraisal underwriting, improving accuracy and efficiency in appraisal assessments
- Elevated to Senior Special Projects Advocate, where I collaborated with leadership and engineering teams to design and launch new customer-facing projects, including the Person-to-Person (P2P) Sales and Video Chat projects, which contributed to an increase in customer engagement and sales
- Played a pivotal role in establishing Carvana's Wholesale team, working directly with dealers to facilitate vehicle purchases, pickups, and accurate inventory management, resulting in a streamlined process and an improvement in inventory turnaround times
- Leveraged ZenDesk and Salesforce to resolve an average of 400-800 tickets per month, maintaining high levels of customer support and ensuring the timely resolution of issues
- Led training and support initiatives for new advocates, improving team performance and knowledge sharing, while fostering a culture of collaboration and continuous improvement
Package Delivery/Retrieval
Amazon Flex
01.2017 - 07.2020
- Collected and delivered customer packages from multiple Amazon hubs, ensuring timely same-day delivery
- Managed returns and executed occasional grocery pickups, ensuring accuracy and customer satisfaction
- Assisted in warehouse sorting and route preparation to optimize delivery efficiency
Licensed Insurance Sales/Customer Service Rep
State Farm Insurance
09.2015 - 06.2017
- Handled inbound calls from new and existing State Farm customers nationwide, addressing a variety of insurance needs, including Auto, Home, and Fire coverage
- Ensured all customer policies were accurately updated and aligned with their needs, providing personalized service to existing clients
- Assisted customers in making policy changes, such as adding, removing, or switching coverage, ensuring satisfaction and correct policy settings
- Up-sold additional State Farm products based on customer needs, improving coverage options for clients and contributing to company growth
- Onboarded new customers by thoroughly assessing their needs and providing tailored insurance solutions, resulting in new account conversions
- Consistently exceeded performance expectations, ranking in the top 10% of the company for overall customer service and sales achievements
Technician / Sales Rep
Convenient Termite & Pest Control
05.2007 - 06.2015
- Assisted technicians in performing termite treatments and pest control services
- Conducted physical labor tasks, including digging trenches and drilling for treatment applications
- Applied pesticides and chemicals in accordance with safety standards and guidelines
- Distributed promotional flyers door-to-door to increase customer awareness
- Engaged in direct sales efforts through door-to-door interactions with potential clients
Sales Associate/ Customer Service Team Lead
Charter Communications
06.2010 - 10.2013
- Sold television, internet, and telephone services over the phone to customers across the East Coast
- Managed inbound calls and assisted with setting up installation dates for new services
- Assisted customers in making policy changes, such as adding, removing, or switching coverage, ensuring satisfaction and correct policy settings
- Upsold customers to higher-tier viewing packages, increasing sales revenue
- Engaged in continuous customer interactions, providing exceptional service, and ensuring satisfaction
- Completed comprehensive service training to improve product knowledge and customer engagement techniques
- Achieved sales targets and maintained high customer retention rates
- Led a team responsible for handling escalated and dissatisfied customer inquiries, ensuring timely resolution and positive outcomes for both customer and company
- Managed communication via chat, phone, and ticket systems to address customer concerns effectively
- Developed and implemented strategies for team members to improve service quality and customer retention
- Fostered a positive team environment, mentoring new team members and promoting continuous professional development
Education
High School Diploma -
Basha High School
Chandler, AZ06.2010
Automotive - undefined
EVIT
Mesa, AZ06.2010
Skills
- Complaint resolution
- Account updating
- Technical support
- Call center operations
- Product sales
- Customer retention
- Job training
- Team management
Accomplishments
- Consistently exceeded sales quotas, ranking among the top performers within my team and company.
- In my most recent roles, I consistently placed in the top five for both sales and customer service metrics.
- Committed to delivering exceptional service, I prioritize customer satisfaction by going above and beyond to ensure a positive experience, resulting in high levels of customer retention and loyalty.
Timeline
Senior Special Project's Advocate/ Wholesale Senior Advocate
Carvana
07.2020 - Current
Package Delivery/Retrieval
Amazon Flex
01.2017 - 07.2020
Licensed Insurance Sales/Customer Service Rep
State Farm Insurance
09.2015 - 06.2017
Sales Associate/ Customer Service Team Lead
Charter Communications
06.2010 - 10.2013
Technician / Sales Rep
Convenient Termite & Pest Control
05.2007 - 06.2015
Automotive - undefined
EVIT
High School Diploma -
Basha High School
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