Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Open To Work

Patricia Dodrill

York,WI

Summary

Innovative, quality-oriented business manager with an extensive background and targeted training in the field of customer success and satisfaction. Consistent in maintaining quality assurance during projects, and a deadline-driven energy which stops at nothing to drive projects to completion within the allotted timeline. Possess an analytical, goal-driven work ethic to ensure exceptional problem solving, innovative thinking and creativity is utilized in all projects. Utilize strong communication, leadership, and customer service skills. Skilled in leading projects with up to 15 team members and with multi-million-dollar budgets. Excel at and trained in the following: Office Administration, Finance Management, Proctor for FBI, TSA, CBP, Excel, PowerPoint, Word, Team Collaboration, Hiring/Training, SC Notary, Quality & Safety Assurance, Confidentiality

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

20
20
years of professional experience
1
1
Certification

Work History

CSR2-REMOTE

FedEx
12.2019 - Current
  • Provides superior customer service to internal and external customers.
  • Assisting Worldwide Account Managers and Sales Executives with customer account resolutions.
  • Creating Standard Operating Plans to assist customers.
  • Follow communication guidelines, policies and procedures.
  • Upgrade and cancel customer accounts by customer request.
  • Handle customer complaints and provide alternatives and/or solutions to ensure resolution of complaints.
  • FEDEX RESOLUTION TEAM 2021-PRESENT
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Proved successful working within tight deadlines and a fast-paced environment.

CSR II

MASS. DEPT OF REVENUE
01.2019 - 01.2021
  • Provides superior customer service to internal and external customers.
  • Maintain customer accounts and record account information.
  • Oversee financial accounts and process customer adjustments.
  • Make recommendations or services to customers based on their needs and preferences.
  • Follow communication guidelines, policies and procedures.
  • Upgrade and cancel customer accounts by customer request.
  • Handle customer complaints and provide alternatives and/or solutions to ensure resolution of complaints
  • Reach out to customers via email and telephone to verify account information.
  • Ensure customers are satisfied with their purchase or service.
  • Use sales computer technology to maintain customer records and orders.
  • Inform existing customers of promotions and deals.
  • Analyzed customer feedback to inform service enhancements and training needs assessment.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Assisted customers with inquiries, resolving issues efficiently and effectively.
  • Documented customer interactions in CRM system for future reference and follow-up.
  • Collaborated with team members to improve service delivery and customer satisfaction.

Enrollment Agent I (FBI, TSA, CBP, SC State)

IDEMIA (BIOMETRIC)
04.2016 - 09.2019
  • Provides superior customer service to internal and external customers
  • Updates customer records, and corrects any incorrect entry validating accuracy for federal and state application
  • Performs maintenance and troubleshoot issues with fingerprinting equipment, computer hardware and software
  • Verifies customer identity and scan required documents into database system
  • Completes required biometric and data capture processes and paperwork on each customer
  • Processes payments and prepare daily deposits for each customer.
  • Maintains daily records and safeguard all office files
  • Adheres to all company policies regarding security and confidentiality
  • Time keeping, shift schedules, daily activity reports, card inventory, equipment inventory, and requisitioning supplies
  • Maintains accurate documentation and records
  • Operates various high-tech office equipment, along with phone, fax, printer, and computer
  • Developed training materials for new staff on enrollment procedures and best practices.
  • Analyzed enrollment data trends to identify improvement opportunities in processes and workflows.
  • Input accurate payment details and managed reports.
  • Streamlined the application process for increased efficiency and customer satisfaction.
  • Maintained detailed records of applicant interactions, enabling improved tracking of inquiries and better support throughout the enrollment process.
  • Monitored customer feedback and identified areas of improvement.

Office Administration/Computer Operator

FAIRMONT STATE UNIVERSITY
12.2013 - 01.2016
  • Manage high stakes testing for FBI, TSA, CBP, USPA
  • Maintaining accurate records for government agencies
  • Computed accurately and quickly to post payments and launch testing
  • Coordinate schedules for multiple vendors
  • Continuing Education/Workforce assistant
  • Typing 100 wpm
  • Filing, email, phone, fax, and computer operation
  • Daily payment collection, deposit, reconciliation for test center
  • Daily customer service, greeting and directing walk-ins
  • Outlook, Word, Excel, Power Point
  • Making phone calls to deal effectively with customer concerns
  • Executed routine backups and maintained data integrity protocols.
  • Maintained a high level of accuracy in data entry tasks, resulting in improved overall data quality.
  • Improved system efficiency by monitoring computer performance and troubleshooting issues as they arose.
  • Achieved high levels of data accuracy by performing diligent data entry and verification tasks.
  • Supported business operations, ensuring backup and recovery procedures were flawlessly executed.
  • Supported efficient use of available computer terminals and network access by coordinating schedules.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Performed tests of functionality, security, and performance of different workstations and devices.

Manager/Administrative

HOSPICE CARE CORPORATION
07.2005 - 11.2015
  • Completes store operational requirements by scheduling and assigning employees; following up on work results
  • Maintain volunteers by recruiting, selecting, orienting, and training
  • Achieved financial objectives by preparing annual budgets, scheduling expenditures, analyzing variances, and initiating corrective actions
  • Responsible for opening and closing procedures for retail management
  • Maintained all financial records, including daily deposits, and bank reconciliation
  • Maintained inventory coming in and going out
  • Attended city and county meetings representing the company
  • Answered phones, greeted all customers
  • Handled all customer issues and complaints in person, via email, and phone.
  • Interviewed and trained workers
  • Coordinated schedules
  • Maintained confidentiality
  • Maintained customer database
  • Maintained office supplies inventory
  • Adhered to all company policies for the safety and security of customers and staff
  • Implemented training programs for staff, fostering professional development and improving team performance.
  • Monitored compliance with healthcare regulations, ensuring adherence to quality standards and safety protocols.
  • Led community outreach programs, increasing awareness of hospice services and support available to families.
  • Facilitated regular performance reviews, promoting accountability and continuous improvement within the management team.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Improved safety procedures to create safe working conditions for workers.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.

Education

Some College (No Degree) - Business Management

Fairmont State University
Fairmont, WV

Skills

  • Honesty, integrity, and accountability
  • Computer savvy
  • Detail oriented
  • Highly organized
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Multitasking
  • Excellent communication
  • Active listening
  • Organization and time management
  • Problem resolution

Accomplishments

    Received Platinum Club awards every quarter for going above and beyond as part of Sales Ops Resolution Team for 2 years.

Certification

  • South Carolina Notary Public

Timeline

CSR2-REMOTE

FedEx
12.2019 - Current

CSR II

MASS. DEPT OF REVENUE
01.2019 - 01.2021

Enrollment Agent I (FBI, TSA, CBP, SC State)

IDEMIA (BIOMETRIC)
04.2016 - 09.2019

Office Administration/Computer Operator

FAIRMONT STATE UNIVERSITY
12.2013 - 01.2016

Manager/Administrative

HOSPICE CARE CORPORATION
07.2005 - 11.2015

Some College (No Degree) - Business Management

Fairmont State University

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