Dorothy Singer

Experienced customer service professional with an extensive background in telephone-based customer support, appointment scheduling, data entry, customer follow-up, record maintenance, problem resolution, and remote work. Proven ability to communicate professionally with customers, identify needs through effective questioning, coordinate services, maintain accurate information, and resolve concerns. Experienced working independently in high-volume telephone environments while maintaining professionalism, organization, attention to detail, and a strong commitment to service quality.

Comfortable learning new computer systems, procedures, terminology, and scheduling protocols. Dedicated to creating a positive experience during every customer interaction.

Field / Support Representative – Independent Contractor (1099) - U.S. LawShield

• Provided telephone and email support to members, facility partners, instructors, venues, and management.
• Responded to questions and determined appropriate actions based on individual needs.
• Handled inbound communications and conducted outbound follow-up calls.
• Maintained and tracked contact information, communications, events, and follow-up activities.
• Assisted members and partners with questions and worked to resolve concerns within the scope of the position.
• Escalated issues and coordinated with management when additional assistance was required.
• Coordinated seminars and events from initial planning through completion.
• Assisted Area, District, and Regional Managers with scheduling, venues, pricing, and logistical requirements.
• Assisted with onboarding new facility partners and instructors.
• Maintained ongoing professional relationships with members and participating organizations.
• Conducted research and communicated information clearly to members and partners.
• Successfully performed responsibilities remotely for approximately four years, requiring self-motivation, organization, time management, and accountability.

Customer Service Specialist / Appointment Setter – Remote - Edwin Stipe, Inc. – HVAC

(2013-02 - 2017)

• Handled telephone communications with existing and prospective customers in a work-from-home environment.
• Scheduled appointments for technicians and sales representatives.
• Rescheduled appointments and coordinated customer and staff availability when necessary.
• Used questioning and listening skills to identify customer needs and determine appropriate scheduling.
• Maintained accurate appointment and customer information.
• Tracked appointments and required customer follow-up.
• Provided customers with information regarding available services and maintenance needs.
• Communicated with customers through telephone, email, and direct mail.
• Maintained professional telephone etiquette during customer interactions.
• Managed multiple responsibilities while maintaining organization and accuracy.
• Worked independently while meeting scheduling and customer-service responsibilities.

Telemarketing / Fundraising Representative - Pennsylvania Law Enforcement Officers Association (PLEOA)

(2013 - 2014)

Seasonal Assignment in 2011

• Handled high-volume outbound telephone communications for a nonprofit organization.
• Communicated professionally with individuals from diverse backgrounds.
• Used effective questioning and listening techniques during telephone conversations.
• Explained organizational information and answered questions clearly.
• Maintained a courteous, professional, and service-oriented approach.

Office Manager - Capital Chimney, Inc.

(2011-06 - 2013-03)

• Managed daily customer service and administrative operations.
• Answered customer calls and assisted with questions and service concerns.
• Scheduled and coordinated customer appointments.
• Dispatched field personnel based on scheduled service requirements.
• Performed data entry and maintained customer and appointment records.
• Managed email communications and customer follow-up.
• Assisted with customer retention and resolution of service concerns.
• Prioritized customer needs while coordinating schedules and field personnel.
• Maintained accurate records while managing multiple responsibilities.
• Generated more than $148,000 in personal sales during 2012.

Mall Manager - Merchants Square Mall – Allentown, PA - Allentown, PA

(2006 - 2008)

• Managed customer, tenant, vendor, and business communications.
• Coordinated events, promotions, schedules, maintenance, and operational activities.
• Responded to questions and concerns from tenants, customers, and vendors.
• Coordinated multiple activities while maintaining schedules and detailed information.
• Developed positive working relationships with tenants, vendors, and community partners.

General Manager / Business Operator - Personal Retail Business – Lehigh Valley, PA - Lehigh Valley, PA

(2003 - 2011)

• Managed daily customer service and business operations.
• Assisted customers with questions, purchases, and service needs.
• Maintained customer and business records.
• Managed merchandising, sales, advertising, and administrative responsibilities.
• Operated as a Pennsylvania Lottery retailer, requiring accuracy and accountability when processing transactions.
• Managed consignment and cooperative agreements.
• Developed long-term customer relationships through responsive service.

Regional Marketing Manager - Prima Seal – Catasauqua, PA - Catasauqua, PA

(2001 - 2006)

• Recruited, trained, scheduled, and supervised telephone representatives.
• Managed telephone-based customer outreach activities.
• Assisted representatives with difficult customer situations.
• Handled escalated customer complaints and worked toward appropriate resolution.
• Conducted research and maintained customer outreach programs.
• Coached telephone representatives on communication and customer-service techniques.
• Monitored schedules and employee responsibilities.

Licensed Pennsylvania Realtor - Century 21 Kocsis Realtors – Palmer, PA - Palmer, PA

(1993 - 2000)

• Assisted clients with sales, listings, rentals, contracts, and transaction coordination.
• Communicated detailed information clearly to clients.
• Scheduled appointments and maintained ongoing client follow-up.
• Coordinated transactions from initial contact through settlement.
• Maintained detailed transaction records and documentation.
• Worked with multiple parties to resolve issues and keep transactions progressing.
• Maintained a 100% transaction-to-close ratio.

Diploma - General Business - Phillipsburg High School