Summary
Overview
Work History
Education
Skills
Timeline
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SHIRLEY DOBBS

Summary

Dynamic Senior Customer Care Specialist with a proven track record at VeepertNet Technologies, enhancing customer loyalty by 15% through expert complaint resolution and assertive communication. Skilled in CRM systems and active listening, adept at transforming customer challenges into satisfaction and revenue growth.

Overview

6
6
years of professional experience

Work History

Customer Service / Support Specialist

01.2022 - Current
  • Administer exceptional customer service while responding to support tickets, phone calls, and live chats; increased 15% of long-term customer trust and positive brand recognition for the company
  • Researched the customer interactions using feedback and survey questions to positively enhance the customer's experiences by 21%
  • Track down the root of any issues that arose for the customers using honed analytical techniques
  • Built trust with outside vendors and encouraged them to refer their customers, resulting in a 15% increase in revenue
  • Kept team leads and management informed on customer needs and desires, resulting in a 25% increase in revenue

Customer Care Technical Specialist

Cyberstar Virtual Communications Inc.
01.2021 - Current
  • Took care of inbound phone calls and emails from customers requesting assistance navigating the program and addressed all technical support issues for online and mobile applications, resulting in a 10% increase in customer loyalty
  • Entered and managed customer communications in a CRM system for multiple projects, both internal and external support positions, resulting in a 15% increase to the company's bottom line
  • Gave special attention to non-technical clientele using strong problem-solving and troubleshooting skillfulness in a 20% increase in customer retention
  • Eagerness and ability to learn quickly and openness to being trained on the specific processes and requirements to meet or exceed the expectations of the position

Senior Customer Care Specialist

VeepertNet Technologies
03.2019 - 01.2020
  • Handles all complaints directly from executive and senior management, resulting in 15% more satisfied customers
  • Act as a liaison between the customer care department, centralized compliance department, and upper management
  • Initiated strong networking relationships with prospective businesses, resulting in a 10% increase in customer loyalty
  • Effectively investigated and resolved customer complaints, providing accurate, targeted solutions for the businesses
  • Prioritize problems as they arise on an ongoing basis in order to maximize retention efforts

Education

Certificate of Completion -

Department of Informatics
05.2019

Master's Degree -

Ft Hays State University
Hays, KS
07.2017

Bachelor of Science Degree -

DeVry University
Atlanta, GA
10.2010

Skills

  • Email/chat correspondence
  • Complaint Resolution
  • One Call Resolution
  • CRM System
  • Multiple system usage
  • Client/customer satisfaction
  • Effective Interpersonal Skills
  • Active Listening Skills
  • Improving Customer Experience
  • Assertiveness
  • Complaint handling
  • Call center experience
  • Account management

Timeline

Customer Service / Support Specialist

01.2022 - Current

Customer Care Technical Specialist

Cyberstar Virtual Communications Inc.
01.2021 - Current

Senior Customer Care Specialist

VeepertNet Technologies
03.2019 - 01.2020

Certificate of Completion -

Department of Informatics

Master's Degree -

Ft Hays State University

Bachelor of Science Degree -

DeVry University

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SHIRLEY DOBBS