Stacy J Dotson
803 Rutherford Pointe Circle LaVergne,,TN
Summary
With 15+ years of customer support experience, excels in remote environments without supervision. Demonstrated ability to listen to customer needs, maintain quality standards, and stay updated on product and service updates. Skilled at providing relevant information and options to effectively resolve issues, even in challenging situations. Handles difficult situations with grace, relying on resourcefulness and adaptability. Highly motivated to exceed sales goals and foster long-term customer relationships. Organized Virtual Assistant dedicated to improving accuracy and efficiency through administrative and procedural processes. Strong in data entry, time management, and customer service. Focused and communicative professional ready to make a positive impact.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Consumer Care Representative
Whirlpool Call Center
01.2023 - Current
- Trained new Consumer Care Representatives on company policies and best practices, ensuring consistent quality of service delivery across the team
- Managed high call volume, ensuring each consumer received prompt attention and assistance.
- Responded promptly to escalated calls from dissatisfied customers, diffusing tense situations through active listening skills and problem-solving abilities.
- Investigated and resolved customer inquiries and complaints quickly.
Consumer Care Representative
Ranstad Staffing Agency
10.2021 - 01.2023
- Trained new Consumer Care Representatives on company policies and best practices, ensuring consistent quality of service delivery across the team.
- Demonstrated empathy towards customers experiencing difficulties, fostering trust and loyalty with the brand.
- Managed high call volume, ensuring each consumer received prompt attention and assistance.
- Reduced average call handling time by effectively utilizing knowledge of products and services to resolve issues quickly.
Manager
Taco Bell
02.2010 - 06.2018
- Worked closely with all the staff to better understand what and where their strengths and weaknesses were.
- Being sure to give positive feedback to my crew members from the efforts given.
- Trained and monitored new employees to maximize team performance and achieve daily performance objectives.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- My team always got at least 89% of our stores VOC's (voice of customers) ratings. Because I stayed with them helping, motivating to them to give excellence.
- My job as Manager I took very seriously and always gave 100%, the workers appreciated the fact I didn't just delegate task and go into office and sit down.
- I closed and opened the store, responsible for the nightly deposits, counting the safe and , getting the store prepared from next day.
Customer Service Representative Call Center
Ingram Book Company
11.1997 - 06.2010
- Assisted customers with setting appointments, shipping and special order requests, with customers regarding their Book Orders needs, addressing questions and or concerns.
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
- Consulted with customers to determine which is best method to resolve service and or billing issues, resulting in 99% in complaint calls.
- Cultivated relationships with customers, by delivering product knowledge, overall due diligence to make their experience pleasant.
- Promoted to Fax Data Entry Dept. Where it was very fast paste data entry book orders were to be done with in 5-10 min period.
- Hundreds of more orders were expected to be done compared to call center.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Customer Service Call Center Representative
JC Penney Co Inc.
06.1996 - 11.1997
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Provided top quality control and eliminated downtime to maximize revenue.
- Improved service quality and increased sales by developing a strong knowledge of company's products and service, by doing this it made it a very easy task to help my customers.
- I absolutely love to shop so my customers find certain items, putting together outfits for a good deal, was a pleasant experience for them as well as myself.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas. I won a TV for having the best customer service and highest sales, for the month!
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Answered over 89% within 20 seconds and stay available for the next customer to meet fast-paced call center demands.
Education
High School Diploma -
Antioch High School
Antioch, TNBusiness Administration And Management
Education 2go
Skills
- Word Processing
- Microsoft Office 365 experience
- High-quality customer service
- Adherence to high customer service standards
- Inbound Customer Service
- Communication Skills
- Problem Solving
- Telephone Skills
- Organizational Skills
- Conflict Management
- Multi Tasking
- Creativity
- Positive Disposition
- Detail Oriented
- Listening
- Research
- Complaint handling
- Call center experience
- Computer skills
Certification
- Microsoft Certified Systems
Education
highSchool
Timeline
Consumer Care Representative
Whirlpool Call Center
01.2023 - Current
Consumer Care Representative
Ranstad Staffing Agency
10.2021 - 01.2023
Manager
Taco Bell
02.2010 - 06.2018
Customer Service Representative Call Center
Ingram Book Company
11.1997 - 06.2010
Customer Service Call Center Representative
JC Penney Co Inc.
06.1996 - 11.1997
Business Administration And Management
Education 2go
High School Diploma -
Antioch High School
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