Customer Service Representative

DC

DAWNN CAPORALE

*************@*****.*** 937-***-**** Huber Heights, OH 45424

Customer service professional with 5 years of experience in handling customer inquiries and resolving issues efficiently. Dedicated and detail-oriented individual with a strong background in delivering exceptional customer service. Experienced in exceeding customer expectations through effective communication and problem-solving skills. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Deliver industry-leading service to every customer with knowledgeable, friendly support. Team-oriented, responsible and successful at maintaining team efficiency while meeting all customer requirements by leveraging strong multitasking, planning and problem-solving abilities. Quick learner well-versed in the field operations and customer behaviors. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Helpful Member Service Representative diffusing volatile customer situations, generating additional revenue, and building productive relationships with both staff and customers. Customer-centered and friendly professional with extensive background maintaining customer satisfaction and contributing to company success goals. Leadership

Representative training

Membership renewals

Escalation management

Email management

Database management

Customer support

Database research

Complaint resolution

Call center experience

Staff training

Team monitoring

Process optimization

Account management

Returns and exchanges

Documentation review

Payment processing

Shipping and logistics

Floor supervision

De-escalation techniques

Call control

Quality assurance

Policy improvement

Conflict management

Procedure writing

Credit card processing

Order fulfillment

Service recommendations

Strategic planning

Team management

Budgeting

Walmart Huber Heights, OH

Senior Customer Service Representative

11/2024 - 12/2024

Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Tracked orders through shipping companies' websites until they reached their destination.

Adjusted bills and refunded money to resolve customers' service or billing complaints.

Objective

Skills

Experience

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

Monitored customer satisfaction levels through surveys and feedback forms.

Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

Gathered customer feedback through surveys and used the data to improve customer service.

Used approved scripts to de-escalate angry customers during telephone interactions.

Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

Identified areas of improvement in customer service processes and suggested changes accordingly.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Implemented innovative methods for streamlining the customer service process.

Answered customer inquiries via phone, email, and chat. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Resolved customer complaints promptly and efficiently. The Hotel Dayton Dayton, Ohio

GENERAL MANAGER

01/2011 - 12/2019

Managed front desk operations, including check-in/check-out procedures and guest relations

Directed housekeeping staff and maintained high cleanliness standards in guest rooms and common areas

Implemented new employee training programs and conducted performance evaluations

Oversaw food and beverage operations, including menu planning and inventory management

Organized events and conferences, coordinating with vendors and clients to ensure successful outcomes

Developed marketing strategies to increase occupancy rates and drive revenue growth

Handled guest complaints and resolved issues promptly to maintain positive hotel reputation

Collaborated with other hotel departments to ensure seamless operations and guest satisfaction

Directed or coordinated financial or budget activities to fund operations and maximize investments.

Formed and sustained strategic relationships with clients. Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.

Tracked monthly sales to generate reports for business development planning.

Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.

Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.

Created schedules and monitored payroll to remain within budget. Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.

Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization. Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales. Ensured compliance with local health department regulations regarding food safety standards.

Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits. Managed inventory levels and conducted corrective action planning to minimize long-term costs.

Monitored progress by establishing plans, budgets and measuring results. Built and maintained loyal, long-term customer relationships through effective account management.

Prepared staff work schedules and assigned team members to specific duties.

Recruited, trained and empowered employees to achieve key performance indicators.

Xtra Printing and Graphics Dayton, Ohio

GENERAL LABORER

01/1999 - 12/2016

Operated various bindery machines such as cutters, folders, and collators Performed quality control checks on finished products to ensure accuracy and precision

Maintained and repaired equipment as needed to ensure smooth operation Assisted with diverse construction challenges to help team and customer. Coordinated phases of construction projects from inception to completion. Performed regular servicing and preventive maintenance on assigned equipment.

Participated in company training sessions to improve skills and boost process knowledge.

Displayed high standards for quality workmanship and routinely double- checked work.

Signaled equipment operators to facilitate alignment, movement or adjustment of machinery.

Performed demanding physical work over extended periods and modeled positive attitude.

Ensured that all safety regulations were followed while working onsite. Printed and applied shipping labels for boxes and packages according to product distribution instructions.

Cleaned or prepared construction sites to eliminate hazards. Reported safety violations to supervisor to reduce risks and accidents. Loaded and unloaded daily material shipments, keeping products organized and secure to prevent damage and optimize handling. Contributed innovative ideas and solutions to enhance team performance and outcomes.

Performed physical activities requiring heavy lifting, walking and standing for long periods of time.

Assisted tradespeople with tasks such as measuring, cutting, and preparing materials.

Cut materials into specified sizes for installation using tile cutters and power saws.

Removed debris from construction sites and disposed of it properly. Sorted and placed materials or items on racks, shelves or in bins to keep warehouse organized.

Met company and OSHA safety guidelines for work site operations to minimize worker risk.

Wayne High School Huber Heights, Oh

GED

01/2001

Sinclair Community College Dayton, OH

Some College (No Degree)

Lindsay Williams, 937-***-****

Tiara Chalk, 937-***-****

McKenzie Blake, 937-***-****

English

Education

References

Languages

Contact this candidate