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Goal oriented professional with over 15 years in customer service and sales experience. Able to meet sales quotas on a deadline, problem solve in high stress situations and resolve issues by finding quick resolutions. Fluid to change and able to adapt to multiple situations. Passionate about the products I sell. Intuitive and decisive in qualifying the customer to determine needs. Strong passion for customer service. I believe it is the most important part of a company as it is the front line to every company. With out Great customer service a company does not thrive and be competitive. This is why I have such a strong passion for the customer service roll.

My duties include taking inbound phone calls, answering general questions from patients and referring them to their local participating dentist, placing orders into Quick books and other CRM systems, and making outbound phone calls to accounts with ship date information for lab cases. Responsible for trouble shooting issues with dental whitening trays. Also did general office functions such as copying, filing, requesting shipping labels for returns and requesting pickups from carriers.

•	Proficient with proprietary dental software
•	Assisted with training new employees
•	As the senior customer care representative, I played a key roll in the completion of several special projects from start to completion.


Customer service rep

Handled customer inquiries, complaints, and processed sales payments. Calmed escalated callers, repaired trust, resolved complex issues and won customer loyalty. Provided support to inside sales representatives and external dealers. General office functions such as filing, copying, and scanning. Located resources for warranty resolution and interacted with warranty managers. Daily interaction with external departments such as the Rx lab to ensure all orders were being processed in a timely manner. Processed orders for third party vendors.

• Proficient in Rx prescriptions and orders
• Mentored & trained new employees
• Created & updated standard operating procedure guidelines
• Completed special assignments for management

Customer Service Representative

I was a part of a high energy and fast paced contact center for a major mortgage company. I was proud to be an integral part of the mortgage process within this company. While I was with Network Capital my duties included making outbound phone calls to potential borrowers and transferring warm leads to the MLO so they could initiate the loan process for the borrower by completing the loan application. I was enrolled in their training program to become a MLO for the company (license was not obtained at this time).

• I was in the top 10 agents for most transfers several weeks
• Able to think quickly and overcome difficult questions

Contact Center Representative

Continue all job duties of a customer care representative/warranty specialist. Also handle new merchant account requests, build rapport with frequent accounts, provide call backs as needed to merchants and opticians.

•	Completed training to become a Universal Representative which is an elite class of representative within the call center.
•	A member of the electronics support team for Oakley electronics eye wear support
•	Mentored new employees after on boarding
•	Part of a test team for new products/factory pilot merchandise


Universal Representative (Promoted within company)

Handled customer inquiries, complaints, billing questions and processed sales payments. Calmed escalated callers, repaired trust, resolved complex issues and won customer loyalty. Located resources for warranty resolution and interacted with warranty managers daily.

•	Volunteered with One Sight which assists inner city youth to acquire prescription eyewear at no charge
•	Assisted with product training and new product roll out initiatives within the call center
•	Started as a temporary employee and converted to a full-time employee within 5 months


Customer service CSR1/CSR2/Warranty 

Find out detailed information about Donald Gilkey,  in Lake Forest, CA

Donald Gilkey: in Lake Forest, CA

Donald Gilkey

Evolve dental

C&E Vision

Network Capital Funding Corporation

Oakley, Inc.

Oakley, Inc.