Rosa Dunnivan
Mission,KS
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. 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.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Spectrum
Overland Park, KS
01.2023 - 03.2024
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
Cashier
Westlake Ace Hardware
Olathe, KS
08.2017 - 03.2024
- Greeted customers and answered any questions they had about the store's products and services.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- Conducted price checks for special orders or discounts as requested by customers.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
Patient Care Coordinator
Optum Specialty Pharmacy
Overland Park, KS
12.2018 - 12.2022
- Communicated with patients to ensure quality of care and develop care plans.
- Completed insurance verifications and claim forms for patient intake and processing.
- Collaborated with nursing staff to advocate for individual patient needs and insurance coverage.
- Explained policies, procedures and services to patients.
Education
Massage Therapy - Massage Therapy
Pinnacle Career Institute
Lawrence, KS05-2003
Skills
- Call Management
- Report Generation
- Appointment Scheduling
- Data Collection
- Sales expertise
- Call Center Operations
- Microsoft Excel
- De-Escalation Techniques
- Positive and professional
- Microsoft Outlook
- Product Sales
Timeline
Customer Service Representative
Spectrum
01.2023 - 03.2024
Patient Care Coordinator
Optum Specialty Pharmacy
12.2018 - 12.2022
Cashier
Westlake Ace Hardware
08.2017 - 03.2024
Massage Therapy - Massage Therapy
Pinnacle Career Institute