Overview
Summary
Work History
Education
Skills
Timeline
Generic

Tammy Doane

Smiithfield,KY

Overview

43
43
years of professional experience
5
5
years of post-secondary education

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Work History

CSR/Cashier

Cowboys 101
Pendleton, KY
05.2021 - Current
  • Operate cash register, collect payments snd apply correctly via cash, refit:debit card, in-store accounts, etc,.
  • Process all sales transactions accurately and promptly.
  • Properly verified customer identification for alcohol or tobacco purchases.
  • Maintain high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
  • Learn and engage of all positions in the other departments to provide coverage and keep store operational.
  • Complete daily recovery tasks to keep areas clean and neat for maximum efficiency.
  • Increase sales with helping the customer make specific purchases, as well as educate the customer on new products available to customers.
  • Close register at shift end with balancing being correct.
  • Educated customers on special pricing opportunities and company offerings.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • 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.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Set up and activated customer accounts.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Consulted with customers to resolve service and billing issues.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Placed weekly orders to replace all sold out items, new items, daily used items
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.

CSR/Bank Teller

Fifth Third
LaGrange, KY
08.2007 - 05.2009
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Explained bank services, financial products and applicable fees to customers.
  • Reconciled cash and checks against computer records at end of shift.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Responded to incoming calls and emails from customers and asked open-ended questions to determine how to be of assistance.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Contacted customer service manager for critical issues needing immediate attention.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Consulted with customers to resolve service and billing issues,
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Set up and activated customer accounts.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Followed up with customers to build long-term relationships and successful referrals.
  • Managed sales negotiations and financing options.
  • Educated customers on special pricing opportunities and company offerings.
  • Mentored new employees on procedures and policies to maximize team performance.

Customer Service/Auto Sales Associate

Carnes Chevrolet, Olds, Buick, Cadillac, Pontiac,
Carrollton, KY
06.1997 - 10.2008
  • Followed up with customers to build long-term relationships and successful referrals.
  • Managed sales negotiations and financing options.
  • Explained differences between models to clients, comparing and discussing capabilities and features.
  • Greeted customers at arrival to build positive relationships and discuss vehicles.
  • Responded to inquiries from potential customers via email and telephone.
  • Met with potential customers to inquire about car preferences, assess financial limitations and offer information about vehicle choices.
  • Collaborated with prospective customers over phone and email to schedule sales appointments.
  • Finalized documentation for contracts, purchase receipts, vehicle registrations and dealer files.
  • Showcased vehicle features and took customers on test drives in local area.
  • Educated customers about sales processes, warranty requirements and service standards.
  • Analyzed customer needs to make suitable product recommendations and demonstrations.
  • Maintained up-to-date database of sales contacts and customer information.
  • Consistently exceeded quotas by pursuing and closing sales.
  • Maintained high referrals and consistent repeat business due to first-rate customer service standards.
  • Checked purchased vehicles at delivery time for damage and completed remaining preparations.
  • Scheduled automotive deliveries with vendors and customers.
  • Adhered to standards of quality and service and industry regulations.
  • Delivered reports to enhance sales information and management.
  • Greeted customers to determine wants or needs.
  • Cleaned shelves, counters and tables to maintain organized store.
  • Answered store and merchandise questions and led customers to wanted items.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Organized store by returning merchandise to proper areas and restocked displays.
  • Recommended merchandise to customers based on needs and preferences.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Computed purchases and received and processed cash or credit payment.
  • Recommended, selected and located merchandise based on customer desires.
  • Described merchandise and explained use, operation and care.
  • Exchanged merchandise for customers and accepted returns.
  • Ticketed, arranged and displayed merchandise to promote sales.
  • Placed special orders or called other stores to find desired items.
  • Bagged or packaged purchases and wrapped gifts.
  • Watched for and recognized security risks and thefts to prevent or handle situations.
  • Prepared merchandise for purchase or rental.
  • Maintained records related to sales for store management.
  • Assisted Financial Officer when requested
  • Competed against other co-workers to maintain top salesperson
  • Performed in a commercial, as well as radio ads to promote sales
  • Attended Auto Auctions to purchase used inventory for our lot when stock was low.

Sales Representative

Colonial Life
Frankfort, KY, KY
05.1985 - 08.1988
  • Developed key customer relationships to increase sales.
  • 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.
  • Presented products and services to prospective and existing customers to meet client needs.
  • Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
  • Contacted new and existing customers to outline benefits of products.
  • Fostered relationships with customers to expand customer base and retain business.
  • Created successful strategies to develop and expand customer sales.
  • Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
  • Monitored customer order process and addressed customer issues.
  • Demonstrated product features to align with customer needs.
  • Adhered to company initiatives and achieved established goals.
  • Followed-up with clients after installations to assess quality service and customer satisfaction.
  • Improved overall customer purchasing experiences to promote steady revenue.
  • Drove substantial sales through suggestive selling and by promoting add-on purchases.
  • Developed targeted lists and new business opportunities, accelerating sales process to achieve results.
  • Greeted customers to determine wants or needs.
  • Cleaned shelves, counters and tables to maintain organized store.
  • Answered store and merchandise questions and led customers to wanted items.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Organized store by returning merchandise to proper areas and restocked displays.
  • Recommended merchandise to customers based on needs and preferences.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Computed purchases and received and processed cash or credit payment.
  • Recommended, selected and located merchandise based on customer desires.
  • Described merchandise and explained use, operation and care.
  • Watched for and recognized security risks and thefts to prevent or handle situations.
  • Maintained records related to sales for store management.
  • Reached out to potential clients to schedule appointments.
  • Kept thorough records of customer details and previous sales.
  • Followed up with customers to check on changing needs and propose new offerings.
  • Evaluated customer desires and budgetary constraints to pick best products or services.
  • Increased revenue by applying in-depth product or service knowledge and persuasive communication skills to complete sales.
  • Increased revenue by applying in-depth policy knowledge and persuasive communication skills to complete sales.
  • Evaluated customer desires and budgetary constraints to pick best policies.
  • Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
  • Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
  • Rewrote and reinstated insurance policies, following underwriting and business rules.
  • Responded to inquiries and explained product features and service advantages to potential customers.
  • Pursued continued professional development through insurance workshops, course and webinars.
  • Exceeded assigned sales and retention targets each quarter by upselling insurance products.
  • Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
  • Exceeded company sales goals for new policies.
  • Provided leadership and training for new agents regarding industry best practices and company policies.
  • Upsold products to policyholders and potential new clients.
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Monitored clients' insurance coverages to ensure changing needs were met.
  • Sought out new clients and developed clientele by networking to find new customers.
  • Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
  • Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
  • Counseled prospects and policyholders on coverage, limits and regulations.
  • Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
  • Met with division leaders and consultants to discuss strategies to increase sales.
  • Contacted underwriters and submitted forms to obtain binder coverage.
  • Interviewed prospective clients to obtain data about financial resources and needs.
  • Achieved repeat business and referrals through personalized services.
  • Used mailings and phone solicitation and made presentations to groups at company-sponsored gatherings to gain new clientele.
  • Strengthened traceability by developing organization systems for keeping records, reports and agendas.
  • Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
  • Facilitated continuing service by processing changes in beneficiaries and analyzing policy loan applications.
  • Developed coordinated protection plans by calculating and quoting rates for immediate coverage action and long-term strategy implementation.
  • Improved data collection accuracy by structuring systems for desktop spreadsheets.
  • Leveraged industry trends to shape solutions and approaches.
  • Greatly improved office operations by reducing backtracking of work through creation of material movement process.
  • Offered policy guidance and management to promote asset protection.
  • Developed appropriate quotes based on risk information.

Child Support Specialist

Kentucky State Government
Frankfort, KY
10.1980 - 04.1985
  • Reviewed and maintained child support files and databases.
  • Assessed child support cases to determine appropriate case action.
  • Executed appropriate case action to locate absent parents.
  • Oversaw child support cases, referring delinquent cases to other departments for appropriate enforcement.
  • Prepared documentation of administrative and legal actions related to child support orders.
  • Negotiated settlements and agreements with parties outside of court.
  • Maintained current knowledge of child support policies and procedures, [State] family law and federal regulations.
  • Reviewed applications for service and effectively interviewed custodial and non-custodial parents.
  • Conducted detailed investigations to locate individuals, verify employment and determine assets.
  • Monitored cases and reviewed to determine eligibility for closure.
  • Conducted genetic testing to establish paternity.
  • Gathered information from custodial parents and documented case history in case management software.
  • Coordinated tests and paperwork to establish paternity, child support requirements and medical support obligations.
  • Verified and authenticated validity and admissibility of evidence, preserving integrity for court hearings.
  • Prepared forms and reports indicating current case statuses and schedules.
  • Addressed legal issues, assisting with hearings and providing testimony to inform custody arrangements
  • Assisted prosecuting attorney with collection of necessary data in preparation for cases.
  • Collaborated with social agencies in support of children due child support.
  • Maintained confidentiality through stringent handling of charts and data.
  • Interfaced with local court system, attending court proceedings and working directly with attorneys.
  • Used job-related software to compose or prepare correspondence, case notes and technical reports
  • Identified appropriate community resources and provided referrals for services.
  • Attended hearings with victims to provide emotional support.
  • Participated in ongoing training to maintain license and enhance knowledge of relevant mental health topics.
  • Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
  • Informed victims about legal processes and timelines.
  • Built trust and rapport with victims of violent crimes by remaining calm and compassionate in variety of situations.
  • Investigated reports or indications of abuse, neglect or exploitation of at-risk adults, adolescents and children.
  • Supervised team of 5 employees delivering in-depth training and mentoring.
  • Advocated for victims during difficult situations by filing police reports and connecting to needed services.
  • Worked with care team to assess client needs and discuss collaborative treatment efforts.
  • Interviewed clients individually and in groups to assess situations, capabilities and problems.
  • Responsible for writing policy and procedures
  • Handled organizational issues while developing new department within child support
  • Worked closely with immediate Manager and Personnel to implement policy and procedures
  • Insured all FederalRegulations were followed and maintained

Education

Liscense - Manicure/Artifical Nails

School of Cosmetology
Frankfort, KY
01.1986 - 08.1987

High School Diploma -

Henry County High School
New Castle, Ky
09.1976 - 05.1980

Skills

  • Cash Handling
  • POS Systems
  • Customer Service
  • Shipment Procedures
  • Problem Solving
  • Pricing and Markdowns
  • Inventory Stocking
  • Complaint Resolution
  • Merchandise Packaging
  • Problem-Solving
  • Work Task Prioritization
  • Customer Transactions
  • Reliable and Responsible
  • Honest and Dependable
  • Staff Supervision
  • Employee Training
  • Credits and Refunds
  • Cooperative Attitude
  • Honest and Ethical
  • Cash Register Operations
  • Detail-Oriented
  • Policies and Procedures
  • Security Monitoring
  • ID Verification
  • Issue Resolution
  • Staff Mentoring
  • Cash Register Operation
  • Scanner Operations
  • Merchandise Restocking
  • Cash Management
  • Ordering and Stocking
  • Customer Assistance
  • Liquor Regulations and Compliance
  • Product Recommendations
  • Credit and Cash Transactions
  • Cash Drawer Balancing
  • Loss Prevention
  • Cash Counting Machine Operations
  • Payment Processing
  • Customer Relations

Timeline

CSR/Cashier

Cowboys 101
05.2021 - Current

CSR/Bank Teller

Fifth Third
08.2007 - 05.2009

Customer Service/Auto Sales Associate

Carnes Chevrolet, Olds, Buick, Cadillac, Pontiac,
06.1997 - 10.2008

Liscense - Manicure/Artifical Nails

School of Cosmetology
01.1986 - 08.1987

Sales Representative

Colonial Life
05.1985 - 08.1988

Child Support Specialist

Kentucky State Government
10.1980 - 04.1985

High School Diploma -

Henry County High School
09.1976 - 05.1980

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Tammy Doane