Customer Service Care

**** ******* ******, *******, **, ***** •

***********@*****.*** • 219-***-****

DAWN DENNIE

PROFESSIONAL SUMMARY

Project director and team manager with over 14 years of extensive expertise in customer satisfaction and retention. Demonstrates a visionary approach to exceeding goals and metrics, leveraging skills in de-escalation, team management, and communication to drive success. Committed to fostering innovative solutions and enhancing customer care through strategic leadership and collaboration.

EMPLOYMENT HISTORY

OFFICE ADMINISTRATION Apr 2024 - Present

Strictly Business Virtual Assistants

ESCALATIONS SUPERVISOR Jul 2020 - Apr 2025

Wayfair Boston, Massachusetts

• De-escalated 50-plus calls and issues with purchase, delivery, quality, and returns.

• Focused on problem resolution and customer retention.

• Provided necessary compensation for delay and error.

• Educated on company policies and options for resolution.

• Consistently rated top 8% in company metrics and top performer.

• Company's top award, “Amethyst” for customer service above and beyond x 2. CUSTOMER SERVICE REPRESENTATIVE Jan 2011 - Jul 2020 Sallie Mae Merrillville, IN

• 50-100 calls per day, assisting college students applying for student loans.

• 80% of resolutions with applications approved, exceeded all goals for application completion, and approvals increased 27%. SCSEP EMPLOYMENT SPECIALIST

AARP Lake County Headquarters Merrillville, IN

• Successfully assisted seniors daily with job skills, job search, interview prep, and resume building.

• Decreased senior unemployment in the area by 17.6%.

• Job search and preparation helped successfully fulfill the senior workforce needs in the area by 29%.

• Assessed and encouraged individuals to identify skills, strengths, and interests for job placement.

• Conducted performance reviews and provided feedback to managers on employee performance. ASSISTANT TO OFFICE MANAGER

Indiana Legal Services Merrillville, IN

• Performed intake and collected information for 20-plus potential clients daily.

• Managed emails and phone calls.

• Provided information through the community of the services available through Indiana Legal.

• Maintained the front office, clean and well-organized to keep areas presentable for guests and maximize professional appeal.

• Oversaw office inventory activities by ordering and requisitions and stocking, and shipment receiving.

• Team Lead - Train, mentor, and monitor teams of assistants to increase KPI and metrics to achieve >80%, increase CSAT scores, and improve growth in the company.Fostered a collaborative team environment by mentoring assistants, leading to improved performance metrics and enhanced job satisfaction. Streamlined administrative processes, achieving measurable improvements in efficiency and reducing response times for client inquiries.

Analyzed performance data to identify trends, informing training initiatives that drove notable gains in team productivity. Implemented a feedback system, encouraging open communication that strengthened team cohesion and contributed to higher customer satisfaction.

Developed a digital resource library for assistants, enhancing knowledge sharing and enabling quicker problem resolution across the team.

Cultivated a positive team culture by providing constructive feedback, leading to improved morale and a more engaged workforce.

• Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.

• Drafted agendas, recorded minutes, and generated documents to facilitate meetings.

• Maintained computer and physical filing systems.

• Created, maintained, and updated filing systems for paper and electronic documents. EDUCATION

ASSOCIATE OF APPLIED SCIENCE 2012 - 2014

Purdue University Global

ASSOCIATE LPN 2001 - 2003

Ivy Tech College Gary, IN

SKILLS

De-escalation, Customer Retention, Communications Specialist, Dispute Resolution, Slack, Teams/Chat Platforms, Team Management, Time Management, Organizational Skills, Calendar Management, Goal oriented, Strategic Planning, Performance Analysis, Mentoring Programs, Customer Advocacy, Process Improvement, Conflict Management. REFERENCES

Robert Powers, Wayfair (**************@*****.***, 360-***-****); Donald Williamson, Gary Fire Department Commissioner (***********@*******.***, 219-***-****); Carol Riley, AMVETS Auxiliary (**************@*****.***, 765-***-****). HOBBIES

I have a personal dedication to Veterans. I have volunteered with AMVETS (American Veterans) for 38 years. Coming through the ranks locally in Gary, IN, and serving as local president for 15 nonconsecutive terms. Elected and served as State President for Indiana 2010-2011, raised $10,000 for Camp Hope as my president's project. Served as National Chaplain 2012-2014, and currently on the National Executive Committee representing Indiana. Assisted many veterans in obtaining their benefits through the VA and recruited and assisted veterans to participate in the "Honor Flight." I believe that all who have given of themselves to serve our country deserve the best.

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