Ronald Dorsey
Sugar Land,TX
Summary
Personable and dedicated Customer Service Representative with extensive experience in Technology and IT industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Adept at uncovering fraud and suspicious transactions. Well-versed using strong attention to detail and systematic approach to review daily merchant portfolio batches. Good report writing and recordkeeping abilities.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Risk Consultant
Ikea Us
Houston, TX
02.2016 - Current
- Executed risk assessment and data processing system performance tests to verify and configure security settings for data processing and network access.
- Implemented processes and protocols to validate and monitor risk assessments.
- Developed and implemented strategies necessary for minimizing risk of non-compliance.
- Monitored compliance risk controls to identify deviations and offer recommendations.
- Planned and executed compliance audits to check company policies, procedures and controls.
- Maintained and revised policy procedures for general operation of compliance program.
- Maintained compliance frameworks, policies and documentation to support audits.
Technical Support Representative
Sprint
Houston, TX
06.2013 - 08.2015
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Demonstrated advanced product knowledge to solve customer issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
Sales Representative
Verizon Wireless
Charlottesville, VA
08.2007 - 06.2012
- Answered product questions with up-to-date knowledge of sales and promotions.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Fostered relationships with customers to expand customer base and retain business.
- Demonstrated product features to align with customer needs.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
Store Manager
Hollywood Video
Charlottesville, VA
09.2002 - 06.2007
- Trained and mentored associates to teach daily tasks and procedures.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Monitored employee performance and identified performance gaps for corrective action.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Updated and maintained store signage and displays.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
Education
IT Support Specialist Diploma - Information Technology
Penn Foster Career School
Scranton, PA01.2023
Business Administration
Houston Community College
Houston, TXSkills
- Quality Assurance
- Competitive Analysis
- Technical Writing
- Microsoft Office Suite
- Needs Assessments
- KPI Tracking
- Negotiation
- Staff Training and Development
- Cost-Benefit Analysis
- Customer Needs Assessment
Certification
- OSHA 10 General Industry, IKEA - 2020
- IT Support Specialist Diploma-2023-Penn Foster College
- Covid-19 Contact Tracing - 2020- Johns Hopkins University
Timeline
Risk Consultant
Ikea Us
02.2016 - Current
Technical Support Representative
Sprint
06.2013 - 08.2015
Sales Representative
Verizon Wireless
08.2007 - 06.2012
Store Manager
Hollywood Video
09.2002 - 06.2007
IT Support Specialist Diploma - Information Technology
Penn Foster Career School
Business Administration
Houston Community College
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