Hi, I’m
Paula Dorman
Bastrop,LA
To look at everything always as though you were seeing it either for the first or last time: Thus is your time on earth filled with glory.
Betty Smith
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
11
years of professional experience
Work History
Circle KMonroe, LA
Assistant Customer Service Manager
05.2009 - 09.2012
Job overview
- Ensured compliance with industry regulations regarding customer relations.
- Monitored team performance, identified areas for improvement and implemented corrective action plans as needed.
- Analyzed data to identify opportunities for improvement in service delivery.
- Provided exceptional customer service by responding to inquiries and resolving complaints in a timely manner.
- Collaborated with marketing teams in developing promotional campaigns targeting potential customers.
- Trained new employees on company policies, procedures and practices related to customer service roles.
- Developed strategies for resolving conflicts between customers or between customers and staff members.
- Reviewed and updated existing policies, procedures and guidelines governing the provision of services to customers.
- Assisted customers with inquiries, complaints and feedback.
- Organized events focused on improving relationships between customers and the organization.
- Developed strategies to increase customer satisfaction levels.
- Provided guidance to the team regarding operational tasks such as billing, refunds and returns.
- Participated in regular meetings with senior management concerning strategic planning initiatives aimed at enhancing overall customer experience.
- Identified training needs to improve customer service quality.
- Provided exceptional customer service to ensure customer satisfaction.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Developed and implemented strategies for providing excellent customer service experience.
- Monitored staff performance to ensure adherence to customer service standards.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Evaluated employee job performance and motivated staff to improve productivity.
- Consulted with customers regarding needs and addressed concerns.
- Trained over [Number] customer service employees in proper procedures and successful call management techniques over [Timeframe].
- Interviewed, hired and trained staff to meet company objectives.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated and authenticated returns, exchanges and voids.
State Farm Insurance IncBastrop, LA
Customer Service Representative
04.2013 - 08.2020
Education
Votech Bastrop Location
Associate of Business Administration
09-1992
Bastrop High SchoolBastrop, LA
High School Diploma
05-1987
Skills
- Research and due diligence
- Cross-Functional Collaboration
- Inventory Control
- Training and mentoring
Timeline
Customer Service Representative
State Farm Insurance Inc
04.2013 - 08.2020
Assistant Customer Service Manager
Circle K
05.2009 - 09.2012
Votech Bastrop Location
Associate of Business Administration
Bastrop High School
High School Diploma
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