Dorothy Thompson
Mullins
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
Customer Service Representative (Virtual Assistant)
Silver Liner Transportation Company
05.2021 - 12.2024
- Handled complex customer issues, coordinating with cross-functional teams to ensure timely resolution
- Provided administrative support including scheduling correspondence, and data entry for transportation logistics
- Oversaw the logistics of non emergency medical transport, handling the scheduling of over 50 rides per week
- Implemented a new tracking system for customer complaints, improving follow-up and accountability
- Assisted in maintaining records of transportation services provided
- Conducted customer feedback sessions to gather insights for service improvement
- Maintained accurate records of customer interactions in the CRM system, ensuring data integrity
Home Health Aide
Gray Hawk
12.2020 - 04.2023
- Accompanied clients to doctor offices or trips, providing transportation, assistance and companionship
- Performed a variety of duties such as obtaining household supplies, light housekeeping or running errands
- Provided patients and families with emotional support and instruction in areas such as preparing healthy meals, independent living and adaptation to disability or illness
- Assisted patients with moving in and out of bed, baths, getting in to wheelchairs or automobiles and dressing/grooming
- Administered medications
Customer Service Representative
CP&L
02.2011 - 04.2012
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Philadelphia Gardens
07.2006 - 11.2010
- Assisted customers with product information, order processing, and returns, averaging 70+ calls daily
- Greet and welcome clients and visitors at the front desk, creating a friendly and professional first impression
- Manage phone calls, directing inquiries to appropriate personnel and providing accurate information regarding property listings and services
- Schedule appointments for clients to view properties, ensuring a smooth operation of daily office functions
- Maintain organized front desk operations and assist with administrative tasks, including filing, data entry, and updating client records
- Maintained accurate records of customer interactions in the CRM system, ensuring data integrity
- Participated in workshops to enhance communication skills and stay updated on customer
- Responded to customer inquiries and requests via phone, email, and in-person, ensuring high-quality service and satisfaction
- Greeted clients
Education
High School Diploma -
Academy Park High School
Sharon Hill, PASkills
- Home Care
- Customer service
- Childcare
- Caregiving
- Front Desk
- Senior Care
- Cold Calling
Timeline
Customer Service Representative (Virtual Assistant)
Silver Liner Transportation Company
05.2021 - 12.2024
Home Health Aide
Gray Hawk
12.2020 - 04.2023
Customer Service Representative
CP&L
02.2011 - 04.2012
Customer Service Representative
Philadelphia Gardens
07.2006 - 11.2010
High School Diploma -
Academy Park High School
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