Dana Hamilton
Mountain Home,ID
Summary
Enthusiastic order entry and customer service specialist with a love for research and eagerness to contribute to team success through hard work, attention to detail and excellent organizational skills. Enjoys a challenging and busy work environment, motivated to learn, grow, and excel.
Overview
13
13
years of professional experience
Work History
Order Entry Representative
United Site Services
08.2020 - Current
- Enhanced order accuracy by meticulously reviewing and entering customer orders into the system.
- Streamlined communication with customers through timely and professional follow-ups, ensuring satisfaction and loyalty.
- Provided exceptional customer service by addressing inquiries, resolving concerns, and offering assistance throughout the ordering process.
- Expedited order processing times with efficient data input and management of multiple software applications.
- Managed high-volume workload by prioritizing tasks according to deadlines while maintaining attention to detail.
Customer Service Specialist
Mountain Home Auto Ranch
09.2019 - 03.2020
- Performed data entry with Excel to record call notes, suggestions and questions.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Reconciled all company accounts, including credit cards, employee expenses and commissions.
- Reviewed general ledger entries and assessed accuracy.
- Reported financial data and updated financial records in ledgers and journals.
- Handled incoming mail, bills and invoices and completed appropriate actions.
Retail Support and Customer Service Representative
T-Mobile
06.2017 - 08.2019
- Accurately entered customer orders while providing exceptional customer service
- Quickly mastered product and company policy knowledge
- Employed expert problem solving and communication skills
- Maintained above average quality scores, high customer satisfaction rating, and low handle time
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Responded to customer requests for products, services and company information
- Provided support to team members as a subject matter expert
Customer Service and Sales Representative
Centurylink
08.2015 - 03.2017
- Proficient at providing phenomenal customer service through subject matter expertise of services and policies
- Provided exceptional service on my calls while maintaining 100% QA and 75% sales percentage
- Sought ways to improve processes and services provided
- Entered customer information into customized computer system to document and organize client records
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Conferred with customers about concerns with products or services to resolve problems and drive sales
Customer Service and Training Facilitator
Hewlett Packard
06.2011 - 01.2014
- Second in command for two supervisors, this included: logging schedule exceptions, mentoring, and scheduling overtime
- I moved into an AM facilitator role for new agents April 2013, this includes helping them know all the systems, understand policies and to flourish on the phones
- I served as a coach and mentor for new agents during on the job training
- Provided detailed reports of agent progression
- Responded to customer requests for products, services and company information
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in 15% decrease in cancellations
Education
High School Diploma -
Meridian Academy
Meridian, ID1998
Skills
- Order fulfillment
- Invoicing and collections
- MS Office proficiency
- Training development aptitude
- Customer Service Excellence
- Problem solving
- Solution Oriented
- Data entry
- Service standard compliance
- Efficient and Accurate
- Recordkeeping
- Proofreading and editing
- Team Player
Timeline
Order Entry Representative
United Site Services
08.2020 - Current
Customer Service Specialist
Mountain Home Auto Ranch
09.2019 - 03.2020
Retail Support and Customer Service Representative
T-Mobile
06.2017 - 08.2019
Customer Service and Sales Representative
Centurylink
08.2015 - 03.2017
Customer Service and Training Facilitator
Hewlett Packard
06.2011 - 01.2014
High School Diploma -
Meridian Academy
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