Customer Service Representative

PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

DAWN M

DIPASQUALE

D

** ***** ******, ***********, ** 14559, 585-***-****, ad1gnx@r.postjobfree.com Diligent Customer Service Representative with proven technical abilities, consultation skills, and attention to detail. Easily understands customers' concerns and fields wide range of inquiries with excellent resolution record. Maintains detailed, accurate documentation of all activities. Focused on exceeding customer satisfaction and problem resolution.

Problem resolution Customer service Positive and professional Strong communication Data entry Transaction processing Customer Service Representative August 2011 - Current VJR Ski Corp Rochester, NY

Data entry and database maintenance of rental equipment Pursue and negotiate all non-returns of equipment

Assist in screening process and complete first interview with new applicants for customer service Train and supervise all new front end customer service reps Face to face communication and handle retail transactions Referred unresolved customer grievances to management team for further investigation Managed customer calls and delegate to appropriate team Followed up with customers to offer additional support and check resolution satisfaction. Assist managers with problem resolution

Avoided revenue losses with diligent attention to customers' needs and complaints Help Desk Support Coordinator April 2017 - September 2018 Rochester Regional Health Rochester, NY

Assisted in user account administration across all company systems Fielded incoming help requests via help desk tracking tools, telephone, and e-mail. First level in house support for organization for all computer and password issues Maintained detailed records of daily support activities and resolutions. Prioritized issues and escalated complex resolution requests to management. Verified appropriate attention and escalation of customer problems by documenting customer impact Utilized diagnostic utilities to aid in troubleshooting. Helped users via telephone to diagnose and triage problems Answered user inquiries regarding computer software or hardware operation to resolve problems. D

EDUCATION

Guided remote support and troubleshooting for software installations and upgrades. Management Information Systems, BS May 1989

St John Fisher College, Rochester, NY

Computer Information Systems December 1986

Monroe Community College, Rochester, NY

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