Dorita Carter

Dorita Carter______ 1630 Tejon St Bakersfield, CA 93305 Home: - Cell: - Email:- CAREER OVERVIEW__________________________________________ • Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. • Resourceful customer service representative who consistently meets and exceeds productivity goals. • Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. CORE STRENGTHS___________________________________________ • Strong organizational skills • Active listening skills • Seasoned in conflict resolution • Sharp problem solver • Courteous demeanor • Energetic work attitude • Customer service expert • High customer service standards • Strong problem solving ability • High customer service standards • Troubleshooting skills ACCOMPLISHMENTS_________________________________________ Customer Service • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. • Exceeded corporate target for customer satisfaction for 9 months in a row. WORK EXPERIENCE__________________________________________ Email Response Customer Service Representative May 2014 - Current Williams-Sonoma, Inc.- Shafter, California • I received "Above and Beyond" an employee reward for top agents. • I was responsible for providing the customer with excellent customer service as well as troubleshooting their issue. • I was promoted to a PAL which assists other associates with any questions they may have. • I research information and use good judgement to resolve customer inquiries or problems within established Williams-Sonoma, Inc. guidelines and procedures. • I develop written customer responses to all email requests. • I listen and respond promptly and accurately to customer inquiries, issues, and requests, in a manner that meets the standards for service and quality. Wireless Customer Service Representative November 2012 - April 2014 Xerox, Inc- Bakersfield, California • I was the top agent in the entire company including this site as well as International sites. • I received "Best of the Best" an employee reward for top agent a couple of times. • I had an average rating of 93% of good customer service surveys. • I was responsible for providing the customer with excellent customer service as well as troubleshooting their issue. • I was promoted to mentor for our new hire training classes. • I have worked with the training department for a year. • Those duties included supervising my own team, coaching them on how to provide excellent customer service, monitoring their calls, and going over all of their numbers with them. • Provided accurate and appropriate information in response to customer inquiries. • Demonstrated mastery of customer service call script within specified time • Developed effective relationships with all call center departments through clear communication. • Achieved customer satisfaction rating of 90% within 5 months, exceeding corporate target frames. Telephone Operator October 2009 - November 2011 Affordable Answering Service- Bakersfield, California • My duties included answering multiple phone lines, taking messages for the businesses we answered for, and transferring calls to the Doctors that were on call. • I also did the billing at the end of the night as well as filing and typing. • I was also responsible for minor cleaning in the office. Communication Specialist November 2003 - February 2009 MDS Communication, Inc- Bakersfield, California • My duties included calling donors for non-profit and political organizations. • I was responsible for updating their current information into the computer, registering their complaints and requests. • I also provided excellent customer service. Sales October 2001 - October 2003 Winner's Choice Publications- Bakersfield, California • Provided accurate and appropriate information in response to customer inquiries. • Demonstrated mastery of customer service call script within specified time frames. • Addressed customer service inquiries in a timely and accurate fashion EDUCATIONAL BACKGROUND____________________________________ Ashford University, Clinton, IA BA Social Science, General September 2011 – 2014 REFERENCES ____________________________________________________ • • • • Bridgitte Pounds Williams-Sonoma, Inc Cellphone: - Coworker at Williams-Sonoma, Inc. • • • • Paul Littlejohn Williams-Sonoma, Inc. Cellphone: - Supervisor at Williams-Sonoma, Inc. • • • • Rocsheta Williams Williams-Sonoma, Inc. Cellphone: - Supervisor at Williams-Sonoma, Inc.