Lana Dawkins

**** ******* ****, ********, ******* 678-***-**** ac6nuu@r.postjobfree.com

Professional profile

Dedicated customer service professional with experience in management, training, and multi-tasking in a fast paced team environment, as well as working independently. Skilled in time management and process documentation. Collaborative communicator focused on building relationships and promoting synergy across business lines.

Professional Experience

American Express Norcross, GA 02/2016 -03/2018

Travel Counselor

Provided extraordinary customer service to the Premium Card Members, in a customer contact center environment.

Used consulting techniques to qualify customers.

Owned the planning, research and execution of customized travel experiences.

Created memorable travel experiences for our customers by booking leisure travel with a key focus in domestic and international air, car and hotel travel arrangements.

Created innovative ways to resolve customers’ issues or concerns to win their loyalty and travel spend; ultimately making loyal enthusiast out of the customer, so they will recommend American Express Travel to others.

State Farm Insurance Atlanta, GA 06/2015-02/2016

Call Center Claim Associate

Communicated with customers and associates by phone, mobile app, click-to-chat and Internet reporting

Applied claim handling procedures to initiate claims

Gathered and documented loss information for their claims

Handled a large volume of calls in a collaborative team setting

Wipro International Atlanta, GA 10/2014-06/2015

Call Center Customer Service Associate

Communicated with customers by telephone to provide information regarding products and services.

Made follow up contact with customers to ensure that their issues were sufficiently resolved.

Created and updated records with detailed customer information, made notation of actions taken

Scheduled dispatch for product installation or repair.

Ramsey Enterprises Atlanta, GA 3/2012-12/2012

Instructor

Contracted for a major telecommunication company to instruct small business initial training.

Teaching telephone use, etiquette and customer service.

Instructing in accordance to legal performance and standards.

Provisioning orders and following to completion.

Providing billing and collections instructions, documenting all information.

75% travel

Honeywell • Atlanta, GA • 10/2011-03/2012

Customer Service Associate

Communicated with customers by telephone to provide information regarding products and services.

Made follow up contact with customers to ensure that their issues were sufficiently resolved.

Created and updated records with detailed customer information, made notation of actions taken and relevant comments.

Scheduled dispatch for product installation or repair.

U.S. Census • Atlanta, GA • 04/2010-06/2010

Instructor

Managed 15 enumerators and 2 crew leader assistants during field operations.

Implemented mandatory training by using classroom instructions, practice interviews, and on-the-job guidance.

Provided instruction on enumeration procedures and familiarized trainees with reports and forms to collect data.

Checked boundaries and became familiar with the areas where employees would work.

Assigned duty areas to employees, observed employees in the field and provided on-the-spot assistance and supervision.

Reviewed daily payroll and progress reports to ensure work was completed within established time schedules.

Advised supervisor of progress and performance, and made recommendations for dismissal of those who could not or would not perform required duties.

AT&T Atlanta, GA and Charlotte, NC 06/1994-04/2009

Business Customer Service Representative

Handled customer calls and entered proprietary information in a professional and fast-paced environment while delivering a broad range of telecommunication services. Dispatched technicians for installations or repairs.

Coordinated customer requests with Marketing Sales Managers and other internal groups to work through multiple service channels to consistently provide a high level of customer service.

Resolved customer problems promptly and accurately in a manner that will retain and promote customer loyalty.

Provided information on pricing, availability and alternate product selection to complete customer transactions, billing and adjustments done also.

Effective probing and listening skills to generate opportunities to successfully convert inquiries into orders.

Responsibility for personal growth/ownership of meeting established individual and team metrics.

Met established volumes for number of calls taken or customer interactions handled and adhered to a strict schedule.

Service Representative

Handled customer calls and entered proprietary information in a professional and fast-paced environment while delivering a broad range of telecommunication services. Dispatched technicians for installations or repairs.

Used Exact and Microsoft Office to issue orders

Demonstrated commitment to provide superior customer service by issuing orders accurately, timely and with a sense of urgency for escalated requests.

Performed Root Cause Analysis to identify customer service improvement opportunities as well as provided solutions and assisted with ad hoc data requests.

Focused on results for customer measurements: accountable for service order issuance/accuracy, quality assurance and firm order commitment

Worked as relief manager months at a time as others trained or vacationed

Assured the processing of requests for service was handled in a timely and efficient manner.

Answers questions and resolved service order problems and potential billing errors.

Met sales objectives for communication services, and accessories.

Handled all administrative aspects of the sale.

Took responsibility and delivered on all aspects of escalations including analysis, problem resolution recommendation, and documentation and customer follow-up. If no resolution reached without visit, dispatched technician.

Education

Miami Dade Community College and Robert Morgan Technical Miami, Florida

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