Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dejanay Conway

Corona,CA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

15
15
years of professional experience

Work History

ABA Behavior Therapist

Jmt Management
09.2020 - 09.2024
  • Developed and implemented treatment plans to improve gross and fine motor coordination, movement, and functioning of upper extremities.
  • Reduced challenging behaviors by implementing evidence-based interventions and monitoring their effectiveness.
  • Provided ongoing supervision and guidance to junior therapists, ensuring adherence to best practices in ABA therapy.
  • Participated in ongoing professional development opportunities to stay current on advances in ABA research and practice standards.

Sales

Mercedes-Benz Financial Services
02.2015 - 08.2020
  • Increased domestic sales by developing and implementing strategic sales plans.
  • Collaborated with fellow sales clerks to achieve monthly sales targets collectively.
  • Collaborated with sales team to deliver customized product demonstrations, resulting in increased sales leads.
  • Boosted sales revenue by developing and implementing effective sales support strategies.
  • Collaborated closely with sales teams to provide pre-sales technical support, enhancing the overall customer experience throughout the sales cycle.

Customer Service Representative

Macys Department Store
11.2012 - 02.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Service Representative

New Wave Inc
10.2009 - 10.2012
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Education

Associate of Arts - Communications

Trade Tech
Los Angeles, CA
06.2009

Skills

  • Visual supports
  • Social Skills Training
  • Data Collection
  • Problem-solving skills
  • Data Entry
  • Customer Service
  • Call Center Customer Service
  • Inbound phone calls
  • Call Center Operations

Timeline

ABA Behavior Therapist

Jmt Management
09.2020 - 09.2024

Sales

Mercedes-Benz Financial Services
02.2015 - 08.2020

Customer Service Representative

Macys Department Store
11.2012 - 02.2015

Customer Service Representative

New Wave Inc
10.2009 - 10.2012

Associate of Arts - Communications

Trade Tech
Dejanay Conway