David M. Dorn II
West Columbia
Summary
Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Results-oriented customer service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with several years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.
Overview
18
18
years of professional experience
9
9
years of post-secondary education
Work History
Senior Customer Service Representative Team Lead
Decision Dynamics
Irmo
11.2024 - Current
- Resolved customer inquiries through phone and email interactions efficiently.
- Managed product returns and exchanges according to company policies.
- Coordinated training sessions for new team members on service protocols.
- Assisted in developing FAQs and support materials for common issues.
- Documented customer feedback to improve service strategies and processes.
- Collaborated with cross-functional teams to enhance overall customer experience.
- Provided technical support for software tools used in customer service operations.
- Consulted with customers regarding needs and addressed concerns.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Responded promptly to inquiries from customers about products or services.
- Resolved escalated customer complaints in a timely manner.
- Managed incoming calls from customers while providing exceptional service.
- Educated customers about products, pricing and policies to address and resolve issues.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Senior Customer Support Representative
Decision Dynamics
Irmo
03.2023 - 11.2024
- Resolved customer inquiries through efficient communication and problem-solving techniques.
- Managed customer accounts, ensuring accurate information and timely updates.
- Collaborated with teams to enhance support processes and improve service quality.
- Trained new staff on customer support procedures and company policies.
- Documented customer interactions in the CRM system for future reference.
- Analyzed customer feedback to identify trends and recommend improvements.
- Provided technical assistance to customers on product-related issues via multiple channels.
- Maintained up-to-date knowledge of company products and industry best practices.
- Trained new customer service representatives on product knowledge and customer service techniques.
Contract Driver, Short Range
Saluda Motor Lines/USPS
West Columbia
11.2020 - 01.2023
- Loaded and ship large quantities of post across the state.
- Heavy lifting, professional driving practices.
- Operated delivery vehicles for timely transportation of mail and packages.
- Ensured vehicle safety through regular inspections and maintenance checks.
Ready to Play TCG
West Columbia
09.2017 - 01.2020
- Cashier, Community Manager, on site Artist.
- Provided All requested artwork for proxies and alt art.
- Help grow and manage local gaming/hobby communities.
- All tasks of a front end cashier and stocker.
CBRNE Specialist
United States Army National Guard
Edgefield
01.2008 - 01.2011
- CBRNE Specialist 3 yrs, Combat Engineer 2 yrs.
Education
Bachelor of Arts - Game Development, Prop And Hard Surface Modeling
Academy of Art University
San Francisco, CA 07.2017 - 07.2022
Associate of Arts - Game And Interactive Media Design
Academy of Art University
San Francisco, CA 01.2013 - 07.2017
Skills
- Customer relationship management
- Product knowledge
- Complaint resolution
- Cross-functional collaboration
- Customer feedback analysis
- Effective communication
- Problem solving
Languages
English
Native/ Bilingual
German
Elementary
Timeline
Senior Customer Service Representative Team Lead
Decision Dynamics
11.2024 - Current
Senior Customer Support Representative
Decision Dynamics
03.2023 - 11.2024
Contract Driver, Short Range
Saluda Motor Lines/USPS
11.2020 - 01.2023
Ready to Play TCG
09.2017 - 01.2020
Bachelor of Arts - Game Development, Prop And Hard Surface Modeling
Academy of Art University
07.2017 - 07.2022
Associate of Arts - Game And Interactive Media Design
Academy of Art University
01.2013 - 07.2017
CBRNE Specialist
United States Army National Guard
01.2008 - 01.2011