VICTOR M DUGGER
Alexandria,VA
Summary
Service-oriented professional with a proven track record in enhancing service standards and operational efficiency at Online Buddies, Inc. Skilled in workflow management and problem-solving, consistently surpassing customer satisfaction goals through adept cross-platform software utilization and strong communication abilities. Demonstrates commitment to excellence and adaptability in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Assistant Property Manager
Independent Owners
Washington, United States
10.2006 - 06.2012
- Schedule and organize personal marketing advertisements monthly to ensure constant marketing
- Locate vendors to produce and distribute marketing materials and request prices from them, assuring the best quality products for the best prices
- Maintain routine contacts with, printers, mailers and other vendors to ensure that deadlines are met
- Keep track of production, billing and shipping dates for advertising materials such as flyers and brochures
- Enter new contact names, address, and emails from information request, open house guest books and other sources in our database
- Track and execute a mailing schedule using database to create merged letters and other correspondence
- Respond to phone requests for information about your services by sending standardized packages of information
- Follow up on marketing materials with phone calls to make sure that customers received the letters and see if they are any current prospects for us to contact
- Carry out clerical task or arrange for other to do such tasks as stuffing envelopes and getting new postage in the meter
- Completed final move-out walk-throughs for tenants
- Carefully screened applicants for tenancy
- Developed annual operating budgets and forecasts, as well as sales and marketing plans
- Verified that all customer complaints were handled promptly and appropriately
- Maximized rental income while minimizing expenses through effective planning and control
- Prepared specifications solicited bids and approved subcontracts for building services
- Communicated effectively with owners, residents and on-site associates
- Followed up on delinquent tenants and coordinated collection procedures
Customer Service Representative/Acting Overnight Supervisor
Online Buddies, Inc
Boston, United States
08.2005 - 09.2006
- Supervised multiple customer service representatives in promoting exceptional customer satisfaction.
- Provided prompt customer service support to domestic and international customers, which improved the overall call center functionality and service capacity.
- Ensured excellent customer relations with an energetic, positive attitude that showed empathy and professionalism.
- Maintained quality standards by screening and editing customer content as allowed, occasionally refamiliarizing the customer with submission standards.
- Responded effectively and efficiently in a complex, fast-paced, and challenging environment across multiple shifts and cross-platforms.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met or exceeded.
- Defused volatile customer situations calmly and courteously.
- Resolved service, pricing, and technical problems for customers by asking clear and specific questions.
- Prepared shift reports and communications for senior management and clients.
- Acted professionally and patiently when addressing negative customer feedback.
- Met or exceeded service and quality standards every review period.
Counselor
Eliot Community Human Services
Boston, United States
01.2005 - 03.2005
- Provided individual and group counseling services to meet the developmental, preventive and remedial needs of neglected children ranging from birth to twelve years of age
- Supervised, counseled and lead the coordination and implementation of recreational activities
- Ensured required programming was conducted, maintained safety and security of programs, and sustained proper documentation and communication with administration
- Assisted the clients to better understand their role as a parent, focusing on developing skills to nurture and guide them
- Attended all program staff meetings, treatment reviews, IEPs and other agency meetings, as necessary
- Attended case conference, supervision, departmental, and outside meetings and trainings as requested
- Attended meetings, trainings, and conferences as required
- Charted weekly progress notes and quarterly summaries
- Counseled students whose behavior, school progress, or mental or physical impairment indicate a need for assistance, diagnosing students' problems and arranging for needed services
- Collected information about clients through interviews, observation, and tests
- Developed and maintained cooperative working relationships with agencies and organizations interested in public health care
Behavioral Therapist
Judge Rotenberg Educational Center
Canton, United States
09.2003 - 10.2004
- Behavioral Therapist/Acting Supervisor
- Demonstrated a proficiency in all the necessary skills required to maintain the students' safety, including physical and mechanical restraint, first aid, CPR and implemented a 24-hour intensive behavioral treatment program
- Participated in yearly, mandatory in-service training at a minimum of thirty hours which required self to maintain proficiency and keep up with advances in the field
- Recorded and charted the daily frequencies of the student's targeted behavior categories 24 hours each day, seven days a week
- Maintained unit supplies and performed quarterly inventories
- Developed leadership skills
- Approved all requests for vehicles leaving the motor pool
- Served under Honorable conditions
- Observed and monitored client behavior and responses to treatment
- Recorded client information on special flow sheets, accurately indicating suicidal precautions, sleep flow and restraints
- Monitored client census by using the Daily Movement Report and recording admissions, discharges, doctor appointments and site visit data
- Connected clients with community service and resource agencies
- Displayed sensitivity to the cultural and linguistic needs of the clients and families served
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT)
Education
Vocational - Retail Sales/Business Management
Job Corps
Ogden, UT04-1995
Bachelor of Arts - Criminal Justice
Kaplan University
Skills
- Effective Problem Solver
- Skilled in call center operations
- Open to Feedback
- Fast learner
- Experienced in Managing Multi-Line Phone Systems
- Proficient in Managing Multiple Tasks
- Exceptional workflow management
- Maintains Service Quality Guidelines
- Proficient in Norton Antivirus software
- Strong problem-solving aptitude
- Effective Communicator
References
References available upon request.
Affiliations
- Shriner's Legacy 3rd generation
Accomplishments
- Honorable Discharge United States Army
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