DAWN NICOLE SEARS

adycnj@r.postjobfree.com 404-***-**** Atlanta Georgia 30083

Summary

Personable and dedicated administrative professional seeking a supervisory Customer Service role or Account Management and Sales Support position. Possess extensive experience in a customer focused and human relations environment. A solid team player with upbeat, positive attitude and proven ability to build report, relate to clients and strengthen business relationship. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Skills

Account Management, Sales Support, Customer Service,

Microsoft Word, Excel, PowerPoint,

Word, Access and Outlook; Email and

Internet savvy, Type 50 WPM

Experience

Rubicon Atlanta, Georgia

Customer Service Representative

05/2023 – 4/2023

Created customer request via GUS billing system

Followed up with customers and haulers via email on dispatched service request

Worked with Vouchering team to rectify MU's

Assisted other departments within the company on an as needed basis

Supported Account Managers to help grow accounts financially

Built business relationship with internal and external customers

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Answered inbound calls, made outbound calls and sent emails to facilitate customer service.

Developed strong customer relationships to encourage repeat business.

Provided outstanding service to new and long-standing customers.

Due to company restructuring my position was eliminated.

Verizon Wireless Atlanta, Georgia

Coordinator of Business

11/2004 - 04/2019

Generated leads, prospect new business and maintain 100% completion of all quantifiable sales related tasks; market products and services to new and existing customers thorough mass mail-outs and customer facing events to prospective customers, make out-going calls to existing customers to solicit renewals

Prepared rate plan analyses for existing customers with over 100 lines

Responded to requests from field sales staff for information regarding plan analyses and customer information; provide administrative and sales support on proposals, marketing information, etc.

Provided pre-sale and post-sale customer support; handle customer service and billing issues, problem solve and follow-up on customer service issues

Developed and coordinate customer training, education, and support regarding wireless phones, accessories and services

Planned and attend seminars, trades shows, customer on-site meetings

Processed a minimum of 20 orders per day; ensure equipment activation and delivery; support customer extranet activations

Processed all appropriate documentation for new orders/renewals and ensures policies and procedures are met with regard to sales activations

Updated knowledge of wireless products, services and industry trends by participating in training opportunities on products and services and attending sales meetings

Verizon Wireless Atlanta, Georgia

Sr. Customer Care Representative/Auditor

11/2003 - 11/2004

Reviewed and audited credit as requested by customer service representatives

Applied or denied credit to customers' accounts

Kept customer and system account information accurate and current to support timely resolutions for concerns.

Noted account accordingly with the credit outcome

Contacted customer in regard to issues and credit

Audited credits issued by representatives less than $150.00

Communicated with representative if credit was not valid

Verizon Wireless Atlanta, Georgia

Customer Care Representative

01/2000 - 11/2003

Maintained customer accounts through CMIS and Vision billing systems

Answered incoming calls

Headed weekly meetings

Conducted training sessions for new-hires and current employees on billing system

Functioned as supervisor in handling escalated calls

De-escalated customer issues with proven conflict mediation and problem-solving abilities.

Education and Training

Georgia State University

B.S.

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