Dolores Chastain
Oswego
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced environment. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
14
14
years of professional experience
Work History
Regional Customer Care Representative
Globe Union
03.2018 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
Operations Manager
Macy's Inc.
05.2017 - 03.2018
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Assisted in budget development and monitoring, identifying opportunities for cost reduction where possible, responsible for P&L operation expenses.
- Facilitated smooth transitions during periods of change by providing guidance and support to staff members affected by organizational restructuring or policy updates.
- Maintained a safe work environment by prioritizing employee health and safety in all decision-making processes.
- Ensured compliance with company policies as well as legal regulations at both federal and local levels.
- Collaborated with cross-functional teams to identify areas of improvement and implement solutions for optimal performance.
- Implemented inventory control measures, reducing waste and optimizing stock levels to meet demand.
- Oversaw daily operations to ensure compliance with industry standards.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Team Services Supervisor & HR Representative
Macy's Inc.
10.2011 - 05.2017
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
Loyola University
01.1988
High School Diploma - undefined
Resurrection High School
01.1985
Skills
- Human Resources
- Office administration
- Experienced with Microsoft Office applications
- Service excellence
- Effective team collaboration
- Customer complaint resolution
- Troubleshooting expertise
- Experience with Oracle Database XE
- Zendesk resource optimization
- Experience with 3G TMS system
- Proficient in Avaya phone systems
Websites
Timeline
Regional Customer Care Representative
Globe Union
03.2018 - Current
Operations Manager
Macy's Inc.
05.2017 - 03.2018
Team Services Supervisor & HR Representative
Macy's Inc.
10.2011 - 05.2017
High School Diploma - undefined
Resurrection High School
Loyola University
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