Customer Service Call Center

NANCY M. DAHL, MS

** ******** *****, *********, ** 06488 Cell:845-***-**** Home: 203-***-****

CUSTOMER SERVICE REPRESENTATIVE

Experienced and compassionate Customer Service Representative in a face-paced call center environment. Skilled in de-escalating challenging situations while maintaining professionalism and delivering exceptional service. Proven ability to resolve inquiries efficiently, communicate complex information clearly, and support seamless operational workflows. Dedicated to enhancing the customer experience through thoughtful problem-solving, strong interpersonal skills, and meticulous attention to detail.

CORE COMPETENCIES

Customer Communication Skills Strong Math Skills

Call Center Telephone Skills Organizational Skills

Active Listening Skills Self-Starter

Attention to detail Crisis Resolution

Data Entry Problem-Solving

WORK EXPERIENCE

The Yankee Quilter, LLC – Seymour, CT 2019 – 2024

Sales Associate -

Delivered exceptional customer service experience. Provided an inviting, friendly, social, and inclusive environment by getting to know clients by their name, their personality, type of projects they enjoyed, and learned their color zone range preference. Curated and cut fabric selections.

Trained coworkers and new employees on point-of-sale software and merchandise data entry system. Improved point of sales entry procedure decreasing time to enter new merchandise. Updated online business merchandise specifications to improve online purchasing. Processed and shipped orders.

Access: Supports for Living — Middletown, NY 2008 - 2011

Benefit Specialist - 2010 - 2011

Handpicked to oversee transition of employees to new 403(b) retirement plan. Reported to VP of HR. Initiated, developed, and educated employees on benefit program.

Designed and administered employee survey on benefit interest and utilized result to launch benefit awareness campaigns.

Increased 403(b) workforce participation level and employee payroll contribution level surpassing corporate goals. Developed 403(b) benefit program into a retention tool.

Partnered with vender and implemented financial education to workforce.

Quality Assurance Specialist and Benefit Specialist — (Dual Position) 2010

Handpicked for highly visible operational position to mitigate intensifying audit recovery program by federal, state, and local governments. Planned and conducted internal audits of human service programs.

Identified deficiencies and corrective actions. Reported audit findings to senior management.

Prepared and analyzed documents for external audits. Preserved improvement trend on external audits. Conducted employee audits under disciplinary action to ensure program compliance.

Human Resources Team Leader - 2008 - 2010

Supervised a new HR team providing first contact point for the workforce for clarification on HR laws, policies and procedures, benefits, employee management, HRIS activities, and reports.

Led team in successful preparation for OFCCP audit. Resulted in improved workflow of applicant tracking system.

Analyzed and counseled senior management and HR department on changes in employment laws. Reduced legal and audit expenses by over 10% meeting corporate goals with introduction of disciplinary guidance and employee relations focus.

Managed employee relations issues and investigations. Coached business partners on performance issues, disciplinary actions, conflict resolution, employee and leadership development.

Initiated, developed coursework, and trained New Supervisor's seminar in collaboration with training manager. Resulted in improved management support structure and developed a new talent pipeline.

Critiqued performance evaluations and goals to ensure supported strategic business goals and recommended changes as needed. Conducted Performance Appraisal seminars and Supervisor's Workshops which decreased appraisal completion time and raised the quality of appraisals.

Hilton Pearl River Hotel - Pearl River, NY

Human Resources Manager - 2002 - 2003

Directed recruitment and orientation process including writing and placement of job advertisements, interviews, background checks, salary negotiations, and I-9 documentation.

Promoted employee cross-training which expanded workforce flexibility to handle varied day-to-day hotel and event business activities.

Implemented process of updating and formalizing HR policies and procedures.

Guided management through employee performance reviews, disciplinary actions, employee disputes, internal investigations and safety compliance. Reduced company's unemployment insurance rate.

Empire Blue Cross Blue Shield — Middletown, NY

Benefit Representative - 1994 - 1999

Provided direct support to Corporate Benefit Administrators, Union Representatives, and other Blue Cross Plans for six major accounts with account size range of 500-6000 subscribers that totaled over 85% of the unit's business.

Served as a liaison between internal departments and resolved complex benefit and claim issues. For internal and external audits investigated claims and customer service processing and responded to audits.

Established implementation protocol for benefit testing for the customer service/claim processing unit and significantly improved implementation on-time rates and first-time claim processing rates.

Received Team Award for research, design, implementation, and training of a computerized Quick Reference Guide for 100+ accounts which decreased customer service call time and examiner processing time. This Guide was an in-depth, user-friendly consolidation of health benefits.

Initial position was Call Center Customer Service Representative handling 80-100 calls per day with 95%+ quality rating.

EDUCATION AND AFFILIATIONS

Master of Science with Distinction - Human Resource MGMT, Mercy University, Dobbs Ferry, NY.

Bachelor of Arts - Biology, SUNY Binghamton, Binghamton, NY.

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