Dana M. Defoor
Objective An energetic motivated professional with 25 years of experience in customer service, communications, billing and sales. Looking to obtain a position with a growing company where I can contribute high quality performance, dedication, professionalism and dependability.
Premium Refreshment Service, North Little Rock, AR
18 years experience providing customer support in a busy call center environment, with an unwavering commitment to customer service, the ability to build productive relationships, resolve complex issues and win customer loyalty.
Customer Service Representative February 2004 to Present
Handle customer inquiries, complaints, billing questions, payments and service requests. Calm angry callers, repair trust, locate problems and design best solutions for the customer. Work daily with internal partners in accounting/finance, field sales and operations. Trains new employees as needed.
Accounts Receivable July 2008 to Present
Duties include opening & properly distributing incoming mail, posting checks to customer accounts, making adjustments for misapplied checks and correcting billing errors. Work closely with Sales, Collections and Billing Departments to verify the validity of deductions and claims. Compose past due account and expired credit card correspondences to mail to customers.
Accounts Payable July 2008 to Present
Assists with general accounting duties such as matching purchase orders with invoices, verifying accuracy and recording data according to company procedures. Cross checking/matching of invoices to A/P checks to prevent overpayment to vendors. Maintains accounting standards and ensures accurate and compliant A/P files and records in accordance with company policies. Responsible for the collection of information in theW2 process and the timely distribution to vendors.
Southwest Airlines, Little Rock, AR
7 years experience providing POS (positively outrageous service), phone sales and enhancing the customer experience in a busy call center environment.
Reservations Sales Agent April 1997 to February 2004
Engaged in outstanding direct sales; provided POS on a daily basis by resolving customer questions/inquiries; relaying flight schedules, fares and availability; accessed and created online reservations; assisted customers with frequent flyer program; resolved complaints; trained new employees and developed a long term loyal customer base while all the time displaying excellent public relations skills.
Microsoft Word, Excel, Outlook
Customer Service/Customer Relation Skills
Effective communication skills- both written and oral
Ability to work independently, under pressure and meet deadlines.
University of Arkansas at Little Rock
Dale Carnegie Training
“Excellence in Customer Service”
2006 Corporate Employee of the Year