Summary
Overview
Work History
Education
Skills
Awards
Additional Information
Timeline
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Randy Dorr

Randy Dorr

Sun City,AZ

Summary

Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service. Hardworking employee enthusiastic about learning. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

43
43
years of professional experience

Work History

Customer Service-Assurance Dept

AMEX
01.2023 - Current
  • Reduced average call duration time by efficiently guiding customers through troubleshooting steps using clear explanations and expert knowledge.
  • Delivered comprehensive notes on customer interactions, enabling management to make data-driven decisions regarding operational improvements.
  • Increased first call resolution rates by actively listening to customer concerns and providing appropriate solutions.
  • Consistently met or exceeded performance targets for service quality, response times, and problem resolution rates.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.

Driver Special Needs-Tour Company

Tolleson School District-Gray Line Tours
02.2019 - 01.2023
  • Communicated with dispatchers and other personnel to coordinate transportation schedules.
  • Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
  • Provided exceptional customer service, addressing concerns and resolving issues promptly.
  • Boosted company reputation through excellent driving record free from accidents or violations over an extended period of time.
  • Excellent communication skills, both verbal and written.
  • Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.

Shuttle Driver- Disney World

Omni Hotels & Resorts
05.2017 - 01.2019
  • Observed city, street and highway driving regulations and took necessary driving precautions when transporting customers.
  • Assisted passengers with luggage handling, ensuring their belongings were securely stored and safely transported.
  • Demonstrated excellent communication skills while interacting with passengers to address their needs and concerns.
  • Pointed out landmarks and other points of interest to passengers.
  • Transported customers to and from Disney World.
  • Remained calm and poised in emergent situations.
  • Followed predetermined routes to consistently meet targets and maintain schedules.
  • Greeted customers with friendliness and professionalism, engaging in conversation to build rapport.

Travel Sales Consultant

Travel Click
01.2016 - 03.2017
  • Collaborated closely with marketing teams to create promotional materials highlighting unique travel experiences available through our agency''s offerings.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Increased sales through effective up-selling and cross-selling of travel packages, accommodations, and activities.
  • Promoted dedicated customer service and support by promptly resolving customer complaints.
  • Developed process improvements and long-term business strategies through analysis of customer feedback.
  • Consistently exceeded sales targets by proactively identifying opportunities to upsell or make additional recommendations based on client preferences.

Sales Management and Related Experience

MCI-CircuitCity-Star Tribune-Blackhorse Mortgage
02.1981 - 08.2009
  • Collaborated closely with marketing team to create targeted sales campaigns that generated quality leads.
  • Collaborated with other departments as needed to ensure seamless integration of sales initiatives into overall company operations and strategies.
  • Provided regular sales forecasts and updates to management, ensuring alignment of efforts towards achieving company-wide goals.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.
  • Organized internal meetings and training sessions for continuous improvement of the sales team''s skills and knowledge base.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Contributed to a positive work environment by proactively addressing issues or conflicts within the team as they arose.
  • Prepared detailed reports on sales performance metrics, helping identify areas for improvement or reinforcement of successful strategies.
  • Passionate about learning and committed to continual improvement.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Implemented effective lead generation strategies that boosted qualified prospect acquisition rates.
  • Developed strong relationships with clients for repeat business, leading to a consistently high client retention rate.

Education

Associate's in Religious Studies - Religion

New Life
Cleveland,TN
08.1982

No Degree - Mass Communications-Religion

Bethany Nazarene College
Bethany, OK
01.1976

Skills

  • Listening Skills
  • Customer Retention
  • Customer Service
  • Complaint resolution
  • Documentation And Reporting
  • Staff education and training
  • Call Center Operations
  • Progress Reporting
  • Telemarketing expertise
  • Multitasking and Organization
  • Performance Goals
  • Conflict Resolution
  • Team Collaboration
  • Sales expertise
  • Warranty Claims Process Management
  • Product Training
  • Strong Work Ethic
  • Self-Directed

Awards

  • Platinum level sales awards in sales, Sales Supervisor, Regional sales Manager
  • National Business Man of the year for two consecutive years in a row.
  • Nominated Kentucky Colonel by Governor of Kentucky
  • Invited to Washington DC to award ceremony and dinner with the president
  • Written up in Bob Nelson's book "1001 ways to energize your employees
  • Nominated and sat in sales development program for University of Iowa (10 out of 1000)
  • Safe driver awards
  • Top Manager Awards for effective management and sales excellence
  • Top grandpa award from grand children

Additional Information

I have achieved a high level of Customer service here at AMEX Assurance. Maintaining a consistent "Blue Box" approach to our customers. No matter the avenue my working career has taken me I have always produced superior results for our clients and company goals. I am a dedicated hard-working, goal-oriented, on-time employee.

I am a published writer and artist whenever I am not at work. Written many sales programs as well as trained many sales classes and events.

Timeline

Customer Service-Assurance Dept

AMEX
01.2023 - Current

Driver Special Needs-Tour Company

Tolleson School District-Gray Line Tours
02.2019 - 01.2023

Shuttle Driver- Disney World

Omni Hotels & Resorts
05.2017 - 01.2019

Travel Sales Consultant

Travel Click
01.2016 - 03.2017

Sales Management and Related Experience

MCI-CircuitCity-Star Tribune-Blackhorse Mortgage
02.1981 - 08.2009

Associate's in Religious Studies - Religion

New Life

No Degree - Mass Communications-Religion

Bethany Nazarene College
Randy Dorr