ALICIA DAWSON
Gulfport
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
25
25
years of professional experience
Work History
Customer Service Supervisor
Piedmont Airlines
Gulfport, MS
05.2024 - Current
- Led customer service team to enhance passenger satisfaction through effective communication and conflict resolution.
- Developed training programs for new staff, ensuring adherence to operational standards and policies.
- Implemented performance metrics to monitor team efficiency and identify areas for improvement.
- Coordinated scheduling and staffing to optimize coverage during peak travel periods, minimizing wait times.
Customer Support Specialist
Worldpay
Houston, TX
01.2016 - 03.2018
- Troubleshot complex technical problems using diagnostic tools and systems, maintaining high service quality standards.
- Provided technical assistance for software and hardware issues, ensuring timely resolutions to enhance user experience.
- Educated end-users on system functionalities, improving overall usage efficiency and reducing support requests.
- Analyzed customer feedback to refine support strategies, increasing client satisfaction and loyalty through responsive service enhancements.
- Resolved complex technical issues by utilizing diagnostic tools and troubleshooting procedures.
Salon owner/Beautician
Styled by Heaven
08.2009 - 02.2015
- Continuously learns new technical information and techniques in formal training sessions in order to stay ahead of the rapidly changing beauty industry.
- Hairstyling and performing other beauty procedures
- Keep track of inventory and budgets supply
- Interacting with routine and walk-in clients
Lead Customer Service Agent
VERIZON WIRELESS
Houston, TX
03.2007 - 08.2009
- Handling problems and providing resolutions that require follow-up and/or escalation to a higher level
- Converting customer contacts into sales by matching the right product or service to the customer’s need
- Processed a high influx of inbound and outbound calls
- Trained and supervised a team of 7-10 customer service reps.
Operations Specialist
US NAVY RESERVES
Houston, Texas
08.2005 - 05.2008
- Preformed various administrative duties in order to maintain the files and records of over 300 solders in division.
- Duties including but not limited to processing, storing, retrieving, and integrating employee files.
Port Coordinator
MAERSK
Houston, Texas
10.2005 - 02.2007
- Maintains healthy and good relationship with the port authorities, coast guards, intelligence unit and customs
- Monitor and coordinate with the husbandry agent around the clock, through constant communication and planning.
- Assist the operations and CS ground staff in Los Angles office
Operations Specialist
USNavy Fleet Support Logistics Squadron Five Three
Norfolk, VA
09.2001 - 09.2005
- Coordinated logistics and supply chain operations for mission readiness and resource allocation.
- Developed and implemented standard operating procedures to enhance operational efficiency.
- Analyzed operational data to identify trends and improve workflow processes.
- Led cross-functional teams in executing complex projects under strict deadlines.
- Facilitated training programs to improve staff performance and operational knowledge.
Education
MEDICAL ASSISTANT -
Medical Arts School of Raleigh
07.2009
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US Navy
01.2005
No Degree - Social Work
Texas Southern University
Houston, TXSkills
- Customer Service
- Interpersonal Communication
- Problem Solving
- Multiline Phone system
- Organized
- Teamwork
- Decision Making
- Budgeting Office Supplies
- Problem-solving
- Time management
- Training and mentoring
- Customer relations
- Delegating work
- Complaint resolution
Software/Database Knowledge
- Outlook, MS Word, Excel, PowerPoint
- PeopleSoft
- AS400
Timeline
Customer Service Supervisor
Piedmont Airlines
05.2024 - Current
Customer Support Specialist
Worldpay
01.2016 - 03.2018
Salon owner/Beautician
Styled by Heaven
08.2009 - 02.2015
Lead Customer Service Agent
VERIZON WIRELESS
03.2007 - 08.2009
Port Coordinator
MAERSK
10.2005 - 02.2007
Operations Specialist
US NAVY RESERVES
08.2005 - 05.2008
Operations Specialist
USNavy Fleet Support Logistics Squadron Five Three
09.2001 - 09.2005
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US Navy
MEDICAL ASSISTANT -
Medical Arts School of Raleigh
No Degree - Social Work
Texas Southern University