Motivated Customer Service Professional with Multi-Tasking Skills
Resume:
Hello
Dawn Michelle Gamel
SAN ANTONIO, TX 78258
*********@*****.***
Skills
Customer service, typing, 10-key, electronic file management,motivational, organizing, attentive, empathetic, trainable, understanding, multi-tasking Experience
MARCH 2013 - PRESENT
Self, San Antonio, TX - Mother, Homemaker
Organized and maintained place of residence
Exercised negotiation skills
Utilized various technological devices for communication Further developed emotional intelligence
Strategized daily activities
JANUARY 2025-April 2025
ALORICA, Remote, San Antonio, TX - Customer Service Representative Professionally receives high volume inbound calls and chats, makes several outbound calls daily
One-call resolution on customer issues
Accurately notates customer information/concerns in multiple screens/systems to capture for future reference.
Complex problems solved in one-call/one-chat resolutions resulting in elevated customer satisfaction reviews
Use HEAT method (Hear them out, Empathise, Apologize and Take Ownership) to resolve difficult situations and bring customer issues to a 100% resolution and satisfaction Upsell company software to customers on daily basis Increased productivity and morale by engaging in and providing guidance in peer chats and TEAMS meetings
FEBRUARY 2024- JULY 2024
Safelite Solutions, Remote, Live Oak, TX - Customer Service Representative Professionally received dozens of inbound calls, made several outbound calls daily Accurately notated customer information/concerns in multiple screens/systems to capture for future reference and billing purposes
2
Complex problems solved to result in high customer satisfaction and elevated appraisal Eased customer anxiety 100% of each call from difficult situations with empathy and understanding
Sold merchandise to customers on daily basis
Boosted morale by engaging in uplifting peer activities via chats and zoom calls JUNE 1996 - MARCH 2013
U.S. Air Force
Lackland Air Force Base, San Antonio, TX (July 2008 - March 2013) - Traffic Management Journeyman
Minot AFB, Minot, ND (July 2004 - July 2008) - Traffic Management Journeyman Stavanger Air Base, Stavanger, Norway (July 2002 - July 2004) - Traffic Management Journeyman
Lackland AFB, San Antonio, TX (February 1998 - July 2002) - Traffic Management Apprentice
Anderson AB, Guam (August 1996 - February 1998) - Traffic Management Apprentice Lackland AFB, TX (June 1996 - August 1996) - Traffic Management Student Processed thousands of long-term storage bills monthly amounting to millions of U.S. dollars
Precisely entered members data into multiple military and local databases Answered and made hundreds of phone calls daily in call center setting Annotated customer concerns in electronic records typing 55 wpm and utilized 10-key Successfully booked tens of thousands of military oriented personnel on flights to overseas locations - included some Top Secret locations
JULY 2004 -JULY 2008
U.S. Air Force, Minot AFB, Minot, ND - Air Force Smart Operations for the 21st Century
(AFSO21), Lean Six-Sigma greenbelt
Stood up three-person office to begin AFSO21 program on base https://www.minot.af.mil/News/Article-Display/Article/266720/5th-bw-jumpstarts- process-improvement/
Identified and managed three large projects that saved billions of dollars for the base Allowed base to pay multi-million dollar energy bill with accruing interest Saved B-52 aircraft maintenance schedule program from near failure Began a sustainable inspection routine for the base’s nuclear weapons program Education
June 1996 - October 2005
Community College of the Air Force, Minot AFB, ND - Transportation Management 3
February 2007
Lean Six-Sigma, Greenbelt Certificate, Langley AFB, VA - Training
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