Akia Dortch
Atlanta
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Security Dispatcher
EyeQ Monitoring
08.2023 - Current
- Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.
- Operated and monitored fire alarm and security CCTV systems to maintain building safety.
- Prepared detailed incident reports to facilitate appropriate follow-up.
- Leveraged two-way radio or telephone to dispatch security officers or other personnel.
Call Center Representative
Macys Department Store
06.2022 - 08.2023
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Technical Support Representative
Apple
02.2022 - 05.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Travel Agent
Allianz Insurance
09.2020 - 07.2021
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Followed up with customers to increase customer service with travel plans.
Education
High School Diploma -
Martin Luther King- Jr. High School
Lithonia, GA05.2018
Skills
- Emergency Situations
- Customer Inquiries
- Critical Thinking
- Paperwork Submission
- Customer Support
- Customer Support Needs Assessment
- Data Recovery
- Desktop Support
- User Experience
- High-Volume Environments
- Client Amenities
- Customer Retention
Timeline
Security Dispatcher
EyeQ Monitoring
08.2023 - Current
Call Center Representative
Macys Department Store
06.2022 - 08.2023
Technical Support Representative
Apple
02.2022 - 05.2023
Travel Agent
Allianz Insurance
09.2020 - 07.2021
High School Diploma -
Martin Luther King- Jr. High School
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