Customer Service, Conflict Resolution

***** ******* ******** ****, ****, UNITED STATES, 24293 •

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TERRI DORSEY

Counselor

EMPLOYMENT HISTORY

PARENT AIDE REPRESENTATIVE Jan 2024 - Present

Lonesome Pine Office on Youth Virginia

I have supported educational services to families, particularly those at risk of child abuse and neglect. I work closely with families

ONLINE BUSINESS OWNER

Grandma's Basement

CONFLICT RESOLUTION COORDINATOR TIER II Oct 2021 - May 2022 Walmart West Palm Beach

offering guidance and support

resources in the community

modeling effective parenting techniques

goals to help parents build resilience

improve their parenting skills

creating a safe and nurturing environment for their children foster strong partnerships with families and community organizations to create a network of support enhancing the overall well-being of children and parents. Integrated third-party applications into existing websites or platforms as needed. Identified areas of improvement in existing websites based on user feedback surveys. Researched emerging technologies and industry trends to ensure compliance with best practices. Created and managed an e-commerce platform for selling products online. Provided technical support for resolving customer issues related to online services. Developed strategies for increasing customer loyalty through rewards programs. Tracked competitor activities to stay ahead of the competition in the online marketplace. Managed social media accounts to promote brand awareness and engage customers. Compiled documentation necessary for dispute cases involving unresolved conflicts. Drafted written responses to customers' inquiries based on established guidelines. Monitored performance metrics related to resolution processes and reported findings to relevant personnel. Manage a high volume of calls, emails and chats with our store associates and spark drivers while assisting with their needs and resolving their issues without escalation.

This involved multitasking with multiple systems, strong problem solving skills and conflict resolution skills. Provided excellent customer service by providing active listening and asking probing questions to find the root of the problem.

Utilized effective communication skills to build positive relationships with clients, colleagues, and vendors. Participated in team meetings focused on improving current resolutions methods CUSTOMER SERVICE REPRESENTATIVE Dec 2016 - Oct 2017 Carnival Cruise Miami, FL

CO-OWNER Jul 2004 - Oct 2014

Advantage Golf Cars Boca Raton

EDUCATION

BACHELOR'S DEGREE IN PSYCHOLOGY Aug 1990 - Jun 1994 The University of Virginia's College At Wise Wise, Virginia MASTERS ADDICTIONS COUNSELING Jul 2024 - Jul 2025

University of the Cumberlands Williamsburg, KY

On track to graduate with a 4.0 while being in an accelerated program COURSES

FEB 2024 - FEB 2026

CPR

PROFESSIONAL LIFE COACH CERTIFICATION & GUIDE Mar 2024 Udemy

Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts. Responded to telephone inquiries and complaints following standard operating procedures. Maintained knowledge of company products to provide helpful suggestions and recommendations to customers. Maintained a high level of professionalism when dealing with difficult customers. Displayed strong organizational skills while managing multiple projects simultaneously. Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.

Resolved customer complaints promptly and efficiently. Monitored daily performance metrics such as call volume, wait times, resolution times. Identified opportunities for upselling additional products or services based on customer needs. Developed positive relationships with customers through friendly interactions. Maintained detailed records of customer interactions, transactions and comments for future reference. Handled customer complaints and inquiries in a courteous and efficient manner. Managed daily accounting activities including accounts payable and receivable processing, payroll administration, bank reconciliations.

Spearheaded initiatives aimed at improving operational efficiencies by leveraging technology solutions. Monitored inventory levels and adjusted purchasing orders according to demand fluctuations. Coordinated and managed multiple departments to ensure smooth operations of business. Conducted regular meetings with staff members to discuss objectives, performance reviews, and potential issues.

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