TERRI DORSEY

561-***-**** ● ad1y0d@r.postjobfree.com ● Wise, Virginia, United States, VA 24293

Hard worker experienced in problem-solving, service and time management. Aiming to leverage my abilities to successfully fill a role at your company.

EXPERIENCE

Online Business Owner Grandma's Basement, West Palm Beach, Florida JUL '02 - PRESENT

● Integrated third-party applications into existing websites or platforms as needed.

● Identified areas of improvement in existing websites based on user feedback surveys.

● Researched emerging technologies and industry trends to ensure compliance with best practices.

● Created and managed an e-commerce platform for selling products online.

● Provided technical support for resolving customer issues related to online services.

● Developed strategies for increasing customer loyalty through rewards programs.

● Tracked competitor activities to stay ahead of the competition in the online marketplace.

● Managed social media accounts to promote brand awareness and engage customers. Conflict Resolution Coordinator Tier II Walmart, Remote Home Office, Florida OCT '22 - MAY '23

● Compiled documentation necessary for dispute cases involving unresolved conflicts.

● Drafted written responses to customers' inquiries based on established guidelines.

● Monitored performance metrics related to resolution processes and reported findings to relevant personnel. Manage a high volume of calls, emails and chats with our store associates and spark drivers while assisting with their needs and resolving their issues without escalation. This involved multitasking with multiple systems, strong problem solving skills and conflict resolution skills.

●

Provided excellent customer service by providing active listening and asking probing questions to find the root of the problem.

●

● Utilized effective communication skills to build positive relationships with clients, colleagues, and vendors.

● Participated in team meetings focused on improving current resolutions methods. Customer Service Representative Carnival Cruise, Miami, Florida DEC '16 - OCT '17

Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.

●

● Responded to telephone inquiries and complaints following standard operating procedures.

● Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

● Maintained a high level of professionalism when dealing with difficult customers.

● Displayed strong organizational skills while managing multiple projects simultaneously. Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.

●

● Resolved customer complaints promptly and efficiently.

● Monitored daily performance metrics such as call volume, wait times, resolution times.

● Identified opportunities for upselling additional products or services based on customer needs.

● Developed positive relationships with customers through friendly interactions.

● Maintained detailed records of customer interactions, transactions and comments for future reference.

● Handled customer complaints and inquiries in a courteous and efficient manner. Business Co-Owner Advantage Golf Cart, West Palm Beach, Florida MAY '00 - FEB '12

Managed daily accounting activities including accounts payable and receivable processing, payroll administration, bank reconciliations.

●

● Spearheaded initiatives aimed at improving operational efficiencies by leveraging technology solutions.

● Monitored inventory levels and adjusted purchasing orders according to demand fluctuations.

● Coordinated and managed multiple departments to ensure smooth operations of business.

● Conducted regular meetings with staff members to discuss objectives, performance reviews, and potential issues. EDUCATION

University of Virginia's College at Wise, Wise, VA, US Relevant Coursework

JUN '94

Bachelor of Science (B.S.) in General Psychology

John Gottman Couples Therapy - Making Marriage Work - Workshop 2018 Matthew Hussey Commitment Retreat 2019 Orlando

SKILLS

Customer Experience Client Needs Assessment Issue Resolution Effective Customer Communication Customer Relations

Contact this candidate