Patrick Dawson
Florence
Summary
Dynamic and results-driven professional with a strong ability to thrive in fast-paced environments. Highly skilled in complaint resolution and customer service, making me a valuable asset in any workplace environment. Known for being reliable, driven, and committed to delivering exceptional service. Proven track record of prioritizing customer satisfaction by going above and beyond to ensure a positive experience, resulting in high levels of customer retention and loyalty. Adept at maintaining high moral standards and a strong work ethic to drive positive outcomes for users.
Overview
16
16
years of professional experience
Work History
Senior Special Project's Advocate/ Wholesale Senior Advocate
Carvana
07.2020 - Current
- 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.
- Managed inbound calls and casework underwriting, assisting customers in completing processes and leading to a reduction in processing time.
- Guided customers through self-service tools, facilitating smooth vehicle sales and trade-ins, resulting in a high customer satisfaction rate.
- 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.
- Played a pivotal role in establishing the Wholesale team, working directly with dealers to facilitate vehicle purchases, pickups, and accurate inventory management.
- Led training and support initiatives for new advocates, improving knowledge base and team performance.
- Transitioned from phone support to handling manual appraisal underwriting and high-risk cases, improving efficiency and accuracy.
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 customer satisfaction and accuracy.
- Assisted in route preparation and warehouse sorting to optimize delivery efficiency.
Licensed Insurance Sales/Customer Service Rep
State Farm Insurance
09.2015 - 06.2017
- Handled inbound calls from existing and new customers nationwide, addressing a variety of needs.
- Consistently exceeded performance expectations, ranking in the top 10% of the company for overall sales and customer service achievements.
- Assisted customers in making policy changes, ensuring correct policy settings and overall satisfaction
Sales Associate/ Customer Service Team Lead
Charter Communications
06.2010 - 10.2013
- 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.
- Managed inbound calls and assisted with setting up installation dates for new services.
Education
High School Diploma -
Basha High School
Chandler, AZ, United States06-2010
Automotive - undefined
EVIT
Mesa, AZ, United States06-2010
Skills
- Complaint resolution and technical support
- Ticket systems (ZenDesk and Salesforce) and account updating
- Call center operations and customer retention
- Team management and job training
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
Automotive - undefined
EVIT
High School Diploma -
Basha High School