Travis Dumas
West Jordan,UT
Summary
Highly motivated and dynamic professional with robust experience in customer service and problem resolution. Skilled in problem-solving and troubleshooting to achieve high-quality results within tight deadlines. Proficient in staying up-to-date with industry trends and new technologies to continuously improve skills and techniques. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Account Executive
The City Journals
09.2023 - 12.2023
- Improved customer satisfaction by establishing and nurturing robust relationships through efficient communication.
- Consistently surpassed sales targets by identifying new business prospects and devising tailored solutions for clients.
- Worked with cross-functional teams to create all-encompassing marketing plans, leading to amplified brand recognition and revenue expansion.
- Delivered informative presentations to prospective clients, highlighting the distinctive value of the services provided.
- Developed a solid pipeline of prospects through research and targeted outreach strategies.
Level 1 Technical Support Representative
Instructure
01.2017 - 12.2019
- Developed comprehensive knowledge of company products and services to provide expert assistance to clients.
- Actively collaborated with educators and school administrators to conceptualize, develop, and manage cutting-edge online learning curricula for diverse schools and universities as a valued member of academic teams.
- Delivered hands-on technical support to swiftly address and resolve complex issues and concerns that emerged in virtual classroom environments.
- Provided vital support to school administrators by proactively identifying, diagnosing, and rectifying technical challenges and errors in the backend.
- Conducted rigorous quality assurance (QA) testing on the mobile application to ensure the highest standards of excellence, usability, and accessibility.
Resolution Specialist
Wayfair
01.2016 - 01.2017
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients' concerns.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Developed tailored strategies for dispute resolution, resulting in successful outcomes and increased client retention rates.
Customer Service Representative
Ebay.com
01.2015 - 01.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Resolution Specialist
Overstock
01.2013 - 01.2015
- Identified and assessed customer's needs quickly and accurately.
- Cultivated positive relationships with customers through active listening, empathy, and genuine concern for their needs.
- Maintained thorough documentation of all customer interactions, streamlining follow-up processes and facilitating collaboration among team members.
- Served as an escalation point for challenging cases, helping resolve them quickly and effectively while preserving client relationships.
- Utilized CRM software to manage customer accounts, track interactions, and monitor progress toward resolution goals.
Apple Solutions Consultant
Teleperformance
03.2012 - 01.2013
- Kept current with latest developments and updates across all Apple platforms while identifying and resolving application issues pertaining to Apple platforms.
- Enhanced customer satisfaction by providing personalized product solutions and recommendations.
- Streamlined operations by effectively collaborating team members.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Helped streamline warranty processes by verifying eligibility and updated the Apple Resolution System for support action consistency.
Manager
Arby's
04.2011 - 03.2012
- Managed and motivated employees to be productive and engaged in work.
- Cross-trained existing employees to maximize team agility and performance.
- Ensured compliance with industry regulations and legal requirements by adhering to Arby's comprehensive policies and training programs for staff members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
High School Diploma -
Jordan High School
Sandy, UTAssociate of Science - Visual Art (Animation)
Salt Lake Community College
Salt Lake City, UT05.2020
Bachelor of Science - Game Design
University of Utah
Salt Lake City, UT05.2023
Skills
- Lead Development
- Revenue Generation
- Account Management
- Customer Relationship Management
- Progress Reporting
- Goals and Performance
- Research and Analysis
- Analytical thinking
- Strategy Implementation
- Attention to detail
- Adaptability
- Conflict resolution
Timeline
Account Executive
The City Journals
09.2023 - 12.2023
Level 1 Technical Support Representative
Instructure
01.2017 - 12.2019
Resolution Specialist
Wayfair
01.2016 - 01.2017
Customer Service Representative
Ebay.com
01.2015 - 01.2016
Customer Service Resolution Specialist
Overstock
01.2013 - 01.2015
Apple Solutions Consultant
Teleperformance
03.2012 - 01.2013
Manager
Arby's
04.2011 - 03.2012
High School Diploma -
Jordan High School
Associate of Science - Visual Art (Animation)
Salt Lake Community College
Bachelor of Science - Game Design
University of Utah
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