Dorothy Hall
El Dorado
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Progressive Insurance
Remote
01.2025 - Current
- Resolved customer complaints with empathy, fostering loyalty and encouraging repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer inquiries via phone, email, and chat to enhance satisfaction.
- Provided personalized solutions, strengthening customer loyalty and satisfaction.
- Implemented feedback mechanisms, enhancing service quality and reducing response times.
- Collaborated with cross-functional teams to address complex customer issues efficiently.
Customer Service Representative
Active TeleSource
02.2024 - 01.2025
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Addressed customer requests for products, services, and company information, enhancing customer satisfaction.
- Guided customers on billing, payment processing, and support policies, improving their understanding and experience.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and supported customer service managers, fostering teamwork and operational continuity.
Technical Support Specialist
Conduent
09.2023 - 01.2024
- Assisted customers in identifying issues and explained solutions, restoring service and enhancing functionality
- Guided individuals through troubleshooting processes, effectively resolving technical issues.
- Explained technical information clearly to non-technical individuals, improving overall understanding
- Documented support interactions for future reference
Fraud Prevention Specialist
Bread Financial
06.2021 - 07.2023
- Reviewed suspicious reports and transactions to identify potential fraudulent activity
- Analyzed large amounts of data to find patterns of fraud and anomalies
- Provided efficient customer service while effectively resolving challenging fraud-related inquiries
- Addressed customer inquiries on fraud issues through an average of 65-70 daily calls
Front End Supervisor
The Home Depot
04.2016 - 06.2021
- Trained team members in successful strategies to meet operational and sales targets
- Coached employees on handling sales processes, complicated issues, and difficult customers to enhance service quality
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
- Prepared weekly employee schedules to ensure adequate coverage and operational efficiency
- Monitored cash drawers in 10 checkout stations to verify adequate cash supply
- Facilitated credit applications for customers, cross-selling and converting 21% into cardholders.
Health Insurance Consultant
DSS Research
02.2013 - 05.2016
- Conducted research to gather insights on health insurance trends and consumer needs.
- Collected and documented participant feedback during surveys to inform health insurance strategies.
- Clarified survey objectives and procedures to ensure accurate responses from interviewees.
- Followed scripted questionnaires verbatim to collect research data
- Used specified forms to compile, record and code results or data from interviews and surveys
Education
High School Diploma -
El Dorado High School
El Dorado, AR05-2010
Some College (No Degree) - Clinical Medical Assistant
Sticks of Love Phlebotomy School LLC
El Dorado, Ar06-2026
Skills
- Policy modifications
- Customer relationship management
- Technical troubleshooting
- Data analysis
- Conflict resolution
Timeline
Customer Service Representative
Progressive Insurance
01.2025 - Current
Customer Service Representative
Active TeleSource
02.2024 - 01.2025
Technical Support Specialist
Conduent
09.2023 - 01.2024
Fraud Prevention Specialist
Bread Financial
06.2021 - 07.2023
Front End Supervisor
The Home Depot
04.2016 - 06.2021
Health Insurance Consultant
DSS Research
02.2013 - 05.2016
High School Diploma -
El Dorado High School
Some College (No Degree) - Clinical Medical Assistant
Sticks of Love Phlebotomy School LLC