Dalton Riffe

Experience

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  Kmart

  Oct 2012 - Jan 2014

  Retail Associate

  - Provided customer assistance in all store departments as a Retail Associate- Helped customers with the checkout process and operated the point-of-sale system- Ensured accurate payment processing and merchandise ringing- Restocked products, set up displays, and end caps- Managed layaway orders, collected payments, and organized orders- Unloaded store shipments and updated pricing according to sales ads- Assisted footwear lead manager, organized stock, and maintained store cleanliness- Returned misplaced items to designated departments- Answered phone calls and customer inquiries about store items and layaway Show less

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  AT&T

  Jan 2014 - Sept 2016

  Technical Support Specialist

  - Addressed device and service-related issues for various accounts as a technical support specialist.- Earned Android and Apple support certifications and handled over 30 calls daily with personalized customer service.- Assisted customers with their accounts while meeting the company's performance goals and expectations.- Sorted through accounts, addressed billing concerns, and set up new services.- Met weekly, monthly, and quarterly performance goals based on established metrics.- Transferred calls to immediate managers when necessary and provided floor support for other representatives.- Utilized up to four systems simultaneously to perform customer service functions for each call.- Adapted quickly to high-stress situations and customer energy levels.- Used judgment to provide credits or complimentary services based on individual customer issues and account history. Show less

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  Visionworks of America

  Sept 2016 - Feb 2017

  Eyewear Specialist

  - Assisted customers in choosing and maintaining glasses as an eyewear specialist- Handled the point-of-sale system and oversaw sales transactions- Updated patient charts and records, scheduled appointments, and handled insurance verification and payment authorizations- Maintained the store and clinic area, filed paperwork, and processed appointment changes and transfers

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  Amazon

  Feb 2017 - Dec 2021

  - Worked closely with stakeholders, businesses, and leaders as an Executive Customer Relations (ECR) Specialist at Amazon- Identified and resolved issues within the shipping and delivery division through effective communication- Responded to customer inquiries on behalf of Amazon's CEO and managed legal and public relations matters- Gathered, inputted, and analyzed data and statistics to create complex reports for decision-making in the ECR space- Prioritized Amazon's strict data handling policies to protect customer and proprietary information- Contributed to improving internal processes by auditing customer contacts, filing ticket reports, and planning events and meetings- Met monthly performance goals and job expectations Show less - Assisted customers with account and delivery issues as a Customer Service Representative (CSR) at Amazon- Communicated with customers via phone, email, and chat platforms- Met weekly, monthly, and quarterly performance goals based on established metrics- Adhered to Amazon's strict data handling policy to protect customer and proprietary information while verifying accounts- Provided support to colleagues by approving actions through chat messaging- Adapted quickly to high-stress situations and customer energy levels, with a primary focus on customer escalations and flagged accounts- Coached peers, ran meetings, and actively participated in on-site inclusion and diversity affinity groups Show less

  • Executive Customer Relations Specialist

    Mar 2020 - Dec 2021

  • Customer Service Representative

    Feb 2017 - Mar 2020
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  Ferrellgas

  Dec 2021 - May 2022

  Customer Service Specialist

  - Provided exceptional customer service and built strong relationships as a Customer Service Specialist.- Drove new business growth by delivering excellent service.- Managed account information expertly and swiftly resolved complaints.- Handled collections effectively to ensure customer satisfaction.- Successfully managed cash transactions and had responsibility for office key access.

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  Zillow

  May 2022 - now

  Connections Specialist

  - Facilitate meaningful connections between real estate professionals and homebuyers at Zillow.- Use Zillow's advanced technology and extensive network to understand client needs and provide customized solutions.- Prioritize customer service to nurture and maintain client satisfaction and loyalty relationships.- Demonstrate proficiency in navigating the Zillow platform, utilizing resources, and effectively communicating with clients and industry experts.- Play a vital role in connecting individuals with their ideal homes.- Lead team meetings, manage communications in Connections and ERG Slack channels, mentor new hires, share daily team stats, and support teammates during onboarding for success.- Achieve monthly performance goals based on established metrics and KPIs. Show less