Customer Service Representative

Customer Service Professional

Phone: 423-***-****

Email: ad8ni1@r.postjobfree.com

Dorian Lee

Creative and empathetic Customer Service Professional with over 15 years of experience in customer service, sales, tech support, and customer care both over the phone and in person.

EDUCATION

Middle Tennessee State University

BS in Mass Communication - Music Business Minor in Marketing 2003 - 2008

EXPERIENCE

American Honda Finance Corporation

Recovery Customer Accounts Representative

May 2023 - Present

Received payments and posted amounts paid to customer accounts. Located and monitored overdue accounts, using computers and a variety of automated systems. Recorded information about financial status of customers and status of collection efforts. Located and notified customers of delinquent accounts by mail or telephone in order to solicit payment. Confered with customers by telephon to determine reasons for overdue payments and to review the terms of sales, service, or contracts. Advised customers of necessary actions and strategies for debt repayment Coding of accounts for recovery

Processed warranty and service contract cancellations Processed Servicemembers Civil Relief Act (SCRA) reports American Honda Finance Corporation

Early Customer Account Representative

February 2023 - May 2023

Make outbound/receive inbound calls on accounts that are 2-29 days past due and assist customers with bringing their accounts current Identify root cause of customer delinquency and generate effective solutions for AHFC and customer using negotiation skills and by educating the customer.

Effectively contribute to increasing Customer Satisfaction scores Carvana

Resolution Advocate II

August 2022 - February 2023

Built relationships with customers and advocated for them throughout the car purchasing process. Interacted with customers on the phone, receiving inbound calls and making outbound calls. Helped resolve customer account issues: title and registration, repairs needed after vehicle delivery, and financing inquiries Asked questions, understanding the customers’ needs and priorities, and problem-solving. Vehicle purchase inquiries: selecting the right vehicle, explaining financing terms, and guiding prospective customers through the buying process

Collaborated with internal teams such as Registration, Financial Operations, and other key Carvana departments Notified all Delivery Pushed customers via inbound calls, outbound calls, texts and email while remaining empathetic Facilitated nurture follow-ups calls to customers for delivery delays (prioritizing delays pertaining to mechanical and cosmetic issues) Used proper judgment as to when and how much to compensate a customer in order to turn their experience around Identified unique workarounds to alleviate delivery delays and process improvements Carvana

Resolution Advocate I

December 2021 - August 2022

Built relationships with customers and advocated for them throughout the car purchasing process. Interacted with customers on the phone, receiving inbound calls and making outbound call Helped resolve customer account issues: title and registration, repairs needed after vehicle delivery, and financing inquiries Asked questions, understanding the customers’ needs and priorities, and problem-solving Vehicle purchase inquiries: selecting the right vehicle, explaining financing terms, and guiding prospective customers through the buying process

Collaborated with internal teams such as Registration, Financial Operations, and other key Carvana departments Created using Resumonk - Online Resume Builder

T-Mobile

Loyalty Operations Specialist

March 2021 - December 2021

Worked directly with the customers and sales team to increase brand loyalty and retention. Helped resolved customer escalations Helped sales team process transaction the right way Ensured sales team was aware of new communications Analyzed retention and migration reporting

Provided feedback to management on observations and customer interactions Communicated performance to sales team

Provided virtual support to nearby stores

Identified areas of improvement based on reporting and observations Sprint

Operations Specialist

February 2017 - March 2021

Supported the sales team by using organizational and planning skills to provide full and ongoing support for all facets of store operations, inventory control, asset management, and merchandising. Completed inventory management tasks including organization of products and regularly scheduled counts Accurately recorded store inventory

Conducted device/cycle counts and physical count reconciliations and inventory returns Administered back office tasks to ensure the store is audit compliant and operating efficiently Maintained the appearance of the sales floor and back office Merchandised and stocked products, collateral and required postings Sprint by Absolute Wireless of Tennessee LLC

Operations Manager

February 2015 - February 2017

Maintained the integrity of the operational functions of the store. Conducted administrative duties in a timely and efficient manner. Connected quickly and effectively with customers in order to increase comfort levels in all sales and service interactions. Provided concise and easy to understand solutions and recommendations on our wireless products and services. Managed store merchandizing and facilities to ensure store remains audit compliant. Performed operation procedures to include: opening, closing, inventory control, record keeping, and asset management. Responsible for keeping up to date on all promotions. Assisted Store Manager to execute initiatives related to sales, service, and customer experience. Partnered with Store Manager to observe and coach all employees as needed, providing feedback around sales technique Participated in marketing efforts to solicit new business, including outbound calling and community involvement RadioShack

Retail Manager

April 2012 - November 2015

Promoted to store manager. Directed total store operations, including hiring, scheduling, coaching, training, and developing up to 6 employees. Administered heightened inventory control and asset management procedures as part of a stringent loss prevention program. Developed and implemented sales plans and weekly performance reviews. Offered & activated wireless service from AT&T, Sprint, and Verizon Successfully boosted profits in the power platform by 5% by executing service-focused strategies. Received an average customer satisfaction score of 9 out of 10 by offering complete solutions. Raised team productivity and limited employee turnover by encouraging a “we” mentality. Earned the Performance Leadership award in January 2013 for outstanding sales performance. Awarded twice in 2012 for top 5 ranking in Dollar Per Non-Driver Ticket in Nashville region. RadioShack

Manager-In-Training

October 2011 - April 2012

Co-managed store operations to help drives sales and profit through leadership, training and development of the sales team, execution of non- negotiable standards of operation, inventory control, and asset protection. Offered & activated wireless service from AT&T, Sprint, and Verizon Built a loyal customer base by creating long-term relationships. Lead sales efforts in the absence of the Store Manager. Assist in achieving and exceeding store sales and profit targets. Supported the Store Manager in recruiting, hiring, and retaining top tier talent. Created using Resumonk - Online Resume Builder

RadioShack

Sales Associate

September 2008 - October 2011

Promoted from sales associate to key holder position. Supported sales team with opening and closing duties, sales, and cash management. Assisted management with the supervision of the store and the training of new hires. Provided customer service, offering solutions, product knowledge, and wireless service. Engaged in commission based person-to-person selling consulting with customers both face-to-face and by phone

Offered & activated wireless service from AT&T, Sprint, and Verizon Awarded for Outstanding Sales Leadership in July 2009. Customer account management, handling and resolving customer issues. Data collection, ordering, and write routine reports of customer interactions and transactions. Created using Resumonk - Online Resume Builder

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