Remote Customer Service & Training Leader with 10+ Years Experience
Resume:
Dana Powell
Florence, SC 29505
Dear Hiring Manager,
I am excited to apply for an opportunity within your company where I can bring my extensive customer service, training, and leadership experience to a growing team. With more than a decade of experience supporting customers, mentoring associates, and helping new hires succeed, I have developed strong communication, coaching, and performance support skills. In my current role as a New Hire Support Specialist, I facilitate training, provide real-time feedback, review calls for quality, and work closely with leadership to help associates build confidence and succeed. I am confident that my dedication, professionalism, and ability to support both customers and team members would allow me to make a valuable contribution to your department.
Thank you for your time and consideration. I would welcome the opportunity to discuss how my experience and skills can contribute to your team.
Sincerely,
Dana Powell
Resume
Dana Powell
Florence, SC 29505 843-***-****
**************@*****.***
Objective
Customer service and training professional with experience in coaching, quality review, and team support, seeking to contribute strong communication and leadership skills in a growth-focused role.
Employment History
Assurant, Florence, SC
New Hire Support Specialist
2024 – Present
Led new-hire training for live call readiness.
Partnered with leadership on training and quality goals.
Coached new hires during live calls with real-time feedback.
Reviewed calls for improvement opportunities.
Conducted quality audits and follow-up coaching.
Senior Customer Service Specialist
2013 – 2024
Provided customer service for hazard and loss draft inquiries.
Made outbound calls regarding property losses and insurance requirements.
Resolved escalated calls by partnering with internal teams.
Trained and mentored associates on call quality standards.
JP Morgan Chase Bank, Florence, SC
Operations Senior Specialist II
2011 – 2013
Provided account and bankruptcy-related support for mortgage operations.
Managed multiple priorities to complete procedures accurately and on time.
Reviewed payment ledgers and histories for process accuracy.
Collaborated with team members to support service goals.
Starfire Grill, Florence, SC
Manager / Server
2001 – 2011
Opened and closed the restaurant, supervised staff, and ensured customer satisfaction.
Prepared schedules for a staff of 25.
Managed seating, greeted customers, and handled phone and in-person orders.
Server
2000 – 2001
Communicated orders accurately to kitchen staff.
Verified orders were prepared correctly.
Delivered food promptly and provided customer service.
Monitored tables and responded to customer needs.
Supported daily operations through team meetings.
Promoted to management for strong performance.
Education
Florence-Darlington Technical College — Accounting coursework completed
South Florence High School — High School Diploma
Skills
Customer service and client support
Training, onboarding, and coaching
Quality assurance and call review
Leadership and team collaboration
Conflict resolution and problem-solving
Communication, time management, and multitasking
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