This document is a resume for Addie L. Dixon highlighting her 5+ years of experience in customer service roles, including as a dispute phone analyst at JPMorgan Chase and a customer service representative at DSW Designer Shoe Warehouse. She has expertise in areas such as customer communications, customer service, training, and call center management. Her resume emphasizes her strong communication, organizational, and problem-solving skills, as well as her ability to meet performance metrics and prioritize multiple projects.

1. ADDIE L. DIXON
addieldixon@gmail.com  (740) 334-5521
128 Sunset Drive  Granville, OH 43023
CUSTOMER SERVICE
Professional customer service representative with more than 5 years of experience providing customer support in call center
environments. Able to build productive and strategic relationships, and committed to a high level of customer satisfaction.
Successful at resolving complex issues to win customer loyalty using creative problem solving, tact, and diplomacy to find
common ground. Outstanding planning, organizational, team building, and communication skills. Proactive planner with
demonstrated ability to prioritize and manage multiple projects.
Areas of expertise:
CUSTOMER COMMUNICATIONS – TELEMARKETING REPRESENTATIVE – PROCESS IMPROVEMENT & OPTIMIZATION – CUSTOMER SERVICE –
TRAINING & DEVELOPMENT – CUSTOMER RETENTION – QUALITY CONTROL – CUSTOMER NEEDS ASSESSMENT – PERFORMANCE MANAGEMENT –
CALL CENTER MANAGEMENT – CUSTOMER LOYALTY
PROFESSIONAL EXPERIENCE
JPMORGAN CHASE – Columbus, OH 2014 to Present
A leading global financial services firm that serves millions of consumers, small businesses, and corporate, institutional and
government clients.
DISPUTE BY PHONE ANALYST (2014 – Present)
Assist members with account information and credit card disputes within an inbound call center environment. Responsible for
upholding Visa and Mastercard regulations while identifying customer needs to find innovative and sustainable solutions. Act
as liaison between members and company, managing expectations.
 Consistently meets the Departmental standard of 450 seconds per call (Average Handle Time).
 Recognized as the Analyst with the most improved Average Handle Time in October 2014.
DSW DESIGNER SHOE WAREHOUSE – Columbus, OH 2010 to 2014
A leading branded footwear and accessories retailer that operates more than 400 stores nationwide, as well as both an e-commerce
site and a mobile site.
OPERATIONS ANALYST (2013 – 2014)
Led daily staffing of the call center, including delegation of work and mentoring for Customer Service Representatives. Steered
performance management by auditing representatives for production.
 Responsible for daily reporting necessary to efficiently run the department.
CUSTOMER SERVICE REPRESENTATIVE II (2010 – 2013)
Answered and addressed telephone calls from customers.
 Spearheaded training classes for new hires in the call center, teaching new representatives the goals and objectives of the
company, as well as how to be successful on the phone.
HARRY AND DAVID – Hebron, OH 2009 to 2010
America’s premier choice for gourmet fruit and food gifts, and one of the nation’s earlist catalog mail order companies.
TEAM LEADER (2009 – 2010)
Supported the Administrative Office by organizing and coordinating orders to be filled in the warehouse within established
deadlines.

2. YMCA FAMILY CENTER– Cambridge, OH 2009
The largest volunteer orginatization on earth, standing on the foundation of “caring, honesty, respect, and responsibility.” Has been
providing more than 65 years of continuous community programming.
FRONT DESK MANAGER (February 2009 – June 2009)
Managed the front desk for the Cambridge branch, including fielding incoming telephone calls for all departments
 Interfaced with customers on a daily basis to schedule facility tours and process memberships.
EDUCATION
Bachelor of Arts in Speech Communication – Muskingum University – New Concord, OH
LEADERSHIP AND VOLUNTEERISM
Public Relations for Relay for Life (Muskingum University Chapter, 2007)
Head Chair of Relay for Life (Wittenberg University Chapter, 2005)
Special Olympics Volunteer (Denison University, 2004-2005)