Dawn Packwood
Rugby
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Marriott International
01.2021 - 09.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Adapted to new applications and maintained knowledge of current technologies.
- Contacted customers to return routine and general calls promptly.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
Supervisor
Club La Costa World
02.2010 - 03.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Boosted team performance by developing customer service training materials and conducting service training.
- Solicited customer feedback to identify and improve on areas of weakness.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Maintained database systems to track and analyze operational data.
Education
Bachelor of Arts - Fine Arts
Loughborough University
Loughborough, Leicestershire05.1995
BTEC - General Art And Design
Rugby School Or Art
Rugby, Warwickshire 05.1992
GCSE - GCSE
Harris C/E High School
Rugby, Warwickshire 07.1990
Skills
- Documentation
- Investigate Claims
- File Management
- Trained in Salesforce
- Customer Service
- Inbound Call Management
- Customer Relations
- Cash Register Operations
- Problem Resolution
- Selling Skills
- Issue and Complaint Resolution
Certification
- Telemarketing operator of the year 2022
- Sales Manager Certificate
- Telemarketer of the month, Marriott International - Received monthly since July 2022
Timeline
Customer Service Agent
Marriott International
01.2021 - 09.2023
Supervisor
Club La Costa World
02.2010 - 03.2020
Bachelor of Arts - Fine Arts
Loughborough University
BTEC - General Art And Design
Rugby School Or Art
GCSE - GCSE
Harris C/E High School
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