Dawn Mirabella
Crestwood
Summary
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
28
28
years of professional experience
Work History
Senior Customer Service Representative
VCNA Prairie
04.1997 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Reduced call wait times by implementing effective time management techniques within the team.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate Applied Science -
Moraine Valley Community College
Palos Hills, ILSkills
Daily use of Microsoft word and excel, Docsand Kronos
Timeline
Senior Customer Service Representative
VCNA Prairie
04.1997 - Current
Associate Applied Science -
Moraine Valley Community College
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