Dovie Bell

Richmond, VA *****

adzozg@r.postjobfree.com

+1-206-***-****

Experienced Coordinator brings 8+ years of applying exceptional customer service, administrative support, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies with the ability to maintain confidential and sanative information. Responsive and resilient team player with adaptable and resourceful mindset. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Customer Service Eligibility Specialist

TDB Communications - Chester, VA

October 2022 to June 2023

• Eligibility specialists organize files accurately, communicate with other institutions for fact-checking, follow-up with the applicants for missing requirements, respond to the applicants' inquiries and concerns, and recommend alternatives, especially for financial assistance.

• Giving detailed explanations of services.

• Reviewing customer accounts an resolving issues.

• Communicating with customers through email or chat, over the phone.

• Monitoring customer satisfaction levels.

• Referring customers to superiors when necessary. Guest Service Representative

Tommy Bahama - Federal Way, WA

June 2022 to August 2022

• guest information

• Address and document guest concerns in the database

• Achieve amicable resolution to guest concerns

• Coordinate with other departments to address guest concerns

• Update guest records

• Problem-solve to achieve guest resolution

• Complete product knowledge training to answer guest questions

• Promote facilities amenities and activities

Customer Service Associate

Adecco - Tukwila, WA

February 2022 to March 2022

Customer Service Associate duties and responsibilities Customer Service Associates perform a variety of support tasks to offer exceptional service to customers. Their duties and responsibilities often include:

• Listening to customers’ concerns and handling complaints and returns

• Giving detailed explanations of services or products

• Working with a sales team to create better methods to address customer complaints

• Reviewing customer accounts and transactions while resolving issues

• Communicating with customers in-person, through email or chat, over the phone or on social media

• Receiving orders, calculating charges and processing payments

• Monitoring customer satisfaction levels

• Referring customers to superiors when necessary

Customer Care Associate II

Wave Broadband - Bothell, WA

June 2020 to February 2022

• Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.

• Leveraged sales expertise to promote products and capitalized on upsell opportunities.

• Maintained accurate and current customer account data with manual forms processing and digital information updates.

• Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.

• Resolved service failures, coordinated return appointments and executed referrals to specialists.

• Resolved concerns with products or services to help with retention and drive sales.

• Maintained good call control to quickly uncover questions and keep call times low.

• Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.

• Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.

• Analyzed paperwork to verify completeness and eligibility for requested products and services.

• Coordinated timely solutions to guests' issues by coordinating proactively with operations team.

• Educated clients on account services and resolved client inquiries regarding statement information and account balances.

• Coordinated logistics and verified equipment shipment pricing and availability.

• Coordinated timely responses to online customer communication and researched complex issues. Customer Service Representative/Coordinator's Assistant Mv Transportation Inc. - Seattle, WA

October 2019 to June 2020

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Provided primary customer support to internal and external customers.

• Assisted customers with setting appointments, special order requests, and arranging merchandise pick- up.

• Offered advice and assistance to customers, paying attention to special needs or wants.

• Evaluated account and service histories to identify trends, using data to mitigate future issues.

• Provided information regarding charge accounts and loyalty programs.

• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

• Collected customer feedback and made process changes to exceed customer satisfaction goals. Customer Care Representative II

Nordstrom - Seattle, WA

June 2019 to July 2019

• Leveraged sales expertise to promote products and capitalized on upsell opportunities.

• Resolved concerns with products or services to help with retention and drive sales.

• Maintained accurate and current customer account data with manual forms processing and digital information updates.

• Responded to customer needs through competent customer service and prompt problem-solving.

• Assisted call-in customers with questions and orders. Customer Service Analyst/Analog

Funding College Project - Tacoma, WA

April 2008 to June 2019

• Assisted customers with setting appointments, special order requests, and arranging merchandise pick- up.

• Answered customer telephone calls promptly to avoid on-hold wait times.

• Answered constant flow of customer calls with minimal wait times.

• Provided primary customer support to internal and external customers.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

• Recommended products to customers, thoroughly explaining details.

• Consulted with outside parties to resolve discrepancies and create effective solutions.

• Reduced process inconsistencies and effectively trained team members on best practices and protocols. Debt Collection Specialist

Convergent Solutions - Renton, WA

December 2017 to April 2018

• Worked in call center environment handling manual and automatically dialed outbound calls.

• Used scripted conversation prompts to convey current account information and obtain payments.

• Monitored accounts for compliance with established payment plans and flagged non-compliances.

• Trained new team members on scripts, company services and collection strategies.

• Initiated repossession process or service disconnection upon failure of other collection methods.

• Set up drafts and processed immediate payments after conducting thorough research and analysis of account.

• Maintained high volume of calls and met demands of busy and productive group.

• Listened to customers and negotiated solutions that met creditor and debtor needs. Marketing Consultant

TRANSWORLD TOYS INC Reception - Federal Way, WA

April 2017 to September 2017

• Collaborated with sales team to increase brand awareness and enhance business development by building and maintaining relationships with numerous key accounts.

• Developed technical and non-technical marketing presentations, public relations campaigns, articles, and newsletters.

• Collaborated with leadership in creating weekly bulletins, which were sent to all employees.

• Consulted with clients on business issues and developed innovative proposals.

• Collaborated with product development team to effectively modernize and update promotions.

• Informed supervisors and company leaders on markets and regional sales needs to best meet customer needs and maximize revenue.

Education

Certificate in Software and Internet activities

MBTI Business Training Institute - Tacoma, WA

January 2008 to June 2009

High School Diploma in General Studies

Wilson High School - Tacoma, WA

September 1987 to June 1991

Skills

• Creative Problem Solving

• Salesforce CRM

• Customer Data Confidentiality

• Database Management

• Data Entry and Maintenance

• Time Management

• Customer Account Management

• Establishing and Maintaining

• POS Systems and Ordering Platforms Customer Relationships

• Verbal and Written Communication

• Business Development

• De-escalation Techniques

• Strong Analytical and Problem

• Upselling Products and Services Solving Skills

• Multitasking and Prioritization

• Proactive Self-Starter

• Responding to Difficult Customers

• Promoting Brand and Company

• Order and Refund Processing Identity

• Building Customer Trust and Loyalty

• Membership Inquiries and Renewals

• Efficient and Detail-Oriented

• Administrative and Office Support

• Issue and Complaint Resolution

• Microsoft Office Suite

• Calm and Professional Under Pressure

• Sales Report Generation

• CRM Software

• Billing Adjustments and Refunds

• Understanding Customer Needs

• First-Tier Technical Support

• Customer Retention Strategies

• Call Volume and Quality Metrics

• Courteous with Strong Service

• Proficiency in Microsoft Office and G Mindset Suite

• Upbeat and Positive Personality

• Document and Records Management

• LiveChat Messaging

• Inventory Management

• Sales Quota Achievement

• Refunds and Returns Management

• Troubleshooting

• Software Troubleshooting

• Live Chat

• Negotiation

• Microsoft Outlook

• Cold Calling

• Marketing

• Oracle

• Salesforce

• Customer service

• Microsoft Office

• Medical terminology

• Typing

• Microsoft Excel (10+ years)

• AS400 (Less than 1 year)

• Phone etiquette

• Windows

• Tax experience (Less than 1 year)

• Communication skills

• Google Suite

• Leadership

• Data entry

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