Dorothy Jacobs
Colorado Springs
Summary
Dynamic customer service professional with extensive experience at Progressive Casualty Insurance, adept at resolving conflicts and enhancing customer loyalty. Skilled in problem resolution and data entry, consistently exceeding performance targets while maintaining professionalism under pressure. Proven ability to improve customer satisfaction through effective communication and technical support.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Progressive Casualty Insurance
11.2015 - 05.2024
- Answered High Volume of inbound calls
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Technical Support Representative
Alorica
11.2012 - 10.2015
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Cashier
Worley
02.2006 - 07.2012
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Supported Military personnel by preparing and serving meals in a high demand cafeteria.
Collections Account Manager
Accounts Receivable Management Inc.
09.2010 - 08.2011
- Implemented automated reminder systems that contributed to a decrease in past due invoices.
- Collaborated with sales and customer service teams to identify potential issues early on, preventing further escalation of delinquent accounts.
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
- Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
- Consistently met or exceeded monthly targets for successful collections, contributing to the overall financial health of the organization.
Retail Sales Associate
Sprint
01.2005 - 01.2006
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Supported customers with activating and managing mobile accounts.
Education
Associate of Applied Science -
Remington College
05-2001
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Payment processing
- Call center operations
- Microsoft outlook
Timeline
Customer Service Representative
Progressive Casualty Insurance
11.2015 - 05.2024
Technical Support Representative
Alorica
11.2012 - 10.2015
Collections Account Manager
Accounts Receivable Management Inc.
09.2010 - 08.2011
Cashier
Worley
02.2006 - 07.2012
Retail Sales Associate
Sprint
01.2005 - 01.2006
Associate of Applied Science -
Remington College
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