Open to opportunities

Carmen Dodd

@carmendodd

Message

Exceptional customer service representative with strong problem-solving skills.

United States

Message

What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for professional growth.

As an experienced Customer Service Representative with over 2 years in the field, I excel in delivering exceptional support and building rapport with clients. My background includes handling a high volume of inquiries daily, where I consistently achieve a first-contact resolution rate of over 90%. I pride myself on my ability to resolve issues efficiently while maintaining high levels of customer satisfaction.

Throughout my career, I have developed strong skills in communication, conflict resolution, and technical support. I have successfully trained and mentored new hires, ensuring they are equipped with the necessary tools to provide excellent service. My commitment to professionalism and empathy has led to recognition for top-tier customer feedback scores, demonstrating my dedication to exceeding client expectations.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

ABC Legal Support

Jan 2022 - Present (3 years 7 months)

Responded to an average of 75+ customer inquiries daily via phone, email, and chat with a 90%+ first-contact resolution rate. Utilized CRM software (Salesforce, Zendesk) to track cases, update customer records, and follow up on outstanding issues.

Customer Service Salesforce Zendesk Troubleshooting Email Support Chat Support Customer Satisfaction Mentoring

Customer Service Representative

Foundever

Jan 2020 - Dec 2022 (2 years 11 months)

Delivered support to customers across multiple channels, ensuring accurate, timely, and empathetic responses. Maintained detailed documentation of customer interactions in internal systems and handled sensitive customer data while maintaining full compliance with privacy and security policies.

Customer Support Data Entry Customer Onboarding Data Privacy Team Collaboration Customer Feedback Multichannel Support Documentation Communication

Education

Degrees, certifications, and relevant coursework

Angelina College

Associates of Science, Information Technology

Completed an Associates of Science in Information Technology. Gained foundational knowledge in IT principles and practices relevant to customer service and technical support roles.

Coursera

Certificate, Customer Service Fundamentals

Completed a certification in Customer Service Fundamentals through Coursera. Developed core skills in customer interaction, problem-solving, and service excellence.

Udemy

Certificate, CRM Platform Basics (Salesforce & Zendesk)

Obtained a certification in CRM Platform Basics, covering Salesforce and Zendesk, from Udemy. Enhanced proficiency in utilizing customer relationship management systems for efficient service delivery.