Sunflower Ladd
Dallas
Summary
Dynamic professional with a proven track record at ADT Security, excelling in technical support and customer service. Recognized for enhancing customer loyalty through effective problem resolution and exceptional communication. Skilled in troubleshooting and critical thinking, consistently delivering high satisfaction rates and fostering strong client relationships.
Overview
19
19
years of professional experience
Work History
CTS
ADT Security
03.2021 - Current
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Enhanced customer loyalty with prompt and effective resolution of technical issues.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
- Diagnosed and troubleshot hardware, software and network issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various issues related to ADT equipment.
- Skilled in Customer service, tier 1, tier 2, & tier 3.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
LMT/ Owner
The Good Life LMS
06.2006 - Current
- Improved overall wellness for clients by performing various massage techniques, including deep tissue, Swedish, and hot stone massages.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Participated in ongoing professional development opportunities to stay current on industry trends and enhance skillset as a therapist.
- Increased client retention by establishing strong rapport through attentive listening and empathetic communication.
- Delivered exceptional customer service experiences resulting in positive reviews and increased word-of-mouth referrals.
- Enhanced client satisfaction by providing personalized and effective massage therapy sessions tailored to individual needs.
- Managed day-to-day business operations.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
Education
Biology
Mountain View College
Dallas, TXPsychology
Harding University
Searcy, ARCertificate - Massage Therapy
High-Tech Institute
Irving, TX06.2006
Skills
- Friendly, positive attitude
- Dependable and responsible
- Excellent communication
- Computer skills
- Critical thinking
- Active listening
- Problem resolution
- Works Well Under Pressure
- Troubleshooting
- Customer interaction
- System troubleshooting
Timeline
CTS
ADT Security
03.2021 - Current
LMT/ Owner
The Good Life LMS
06.2006 - Current
Biology
Mountain View College
Psychology
Harding University
Certificate - Massage Therapy
High-Tech Institute
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