CURTIS WASHINGTON
Dallas,TX
Summary
Motivated and customer-focused professional with strong communication and problem-solving skills. Experienced in assisting customers, resolving concerns, and providing excellent service in fast-paced environments. Seeking a remote call center or customer support position where I can deliver high-quality customer experiences while working efficiently from home.
Overview
12
12
years of professional experience
Work History
Senior Contact Contact Associate, Remote
NTT Data
05.2024 - 05.2026
- Handle 90-110 daily inbound calls and email inquiries using CRM system, Salesforce, and ticketing platform while staining 99% customer satisfaction scores and exceeding service-level agreements
- Resolve customer concerns related to order processing, order tracking, product troubleshooting, cancellations, returns, and hilling support with PPs documentation accuracy.
- Assist customers with product support, pats identification, and retail order management while improving first call resolution rates by 20%
- Maintain professional communication and active listening techniques to de-escalate customer complaints and improve customer retention metrics by 18%.
- Support operational execution activities, after call work requirements, and quality assurance standards while consistently meeting KPI achievement goals
- Support remote team collaborating workflow coordination, and customer experience management initiatives within high-volume contact center environment
Client Support Coordinator
Everise
10.2021 - 06.2024
- Managed 50+ daily customer interaction activities through inbound calls, outbound calls, email management, and chat support platforms while maintaining 97% quality assurance scores.
- Resolved customer escalations, account discrepancies, order fulfillment concerns, and shipping updates ming CRM systems and case management tools.
- Processed high-volume order support requests, cancellations, returns, and refund processing activities with 98% accuracy,
- Maintained detailed customer records, digital documentation, and call logging procedures according to company policies and operational compliance standards
- Collaborated with team members and leadership support teams to improve workflow optimization ad contact center productivity
- Assisted with operational reporting, spreadsheet management, and customer account management activities ming Microsoft Office Suite
ad Google Sheets. - Maintained professionalism and composure while supporting customers within fast-paced remote customer support environments.
- Implement feedback and coaching strategies that improved performance metrics and customer service operations.
Operations Manager, Hybrid
Fortune Plastic & Metal
07.2014 - 10.2021
- Managed a high volume of inbound calls and emails while consistently meeting or exceeding response-time benchmarks
- Implemented process improvements that increased productivity across multiple departments.
- Streamlined operational workflows to enhance efficiency and reduce turnaround times.
- Trained and mentored staff on best practices, improving team cohesion and performance.
- Implemented quality control systems to boost overall product consistency and reliability.
- Delivered exceptional customer service by addressing inquiries, resolving complaints, and maintaining high customer satisfaction
- Demonstrated strong product knowledge to guide customers in making informed purchasing decisions
- Increased customer satisfaction scores by 50% through proactive problem-solving and personalized support
Education
High School -
Brain Adams High School
Dallas, TX01-2004
Skills
- Customer Service
- Inbound & Outbound Calls
- Problem Resolution
- Call Documentation
- Data Entry
- Communication Skills
- Multitasking
- CRM Systems
- Remote Work Tools (Zoom, Slack, Google Workspace)
- Time Management
- Management
- Parts identification and ordering
- Web order support, including order status, cancellations, and returns
Timeline
Senior Contact Contact Associate, Remote
NTT Data
05.2024 - 05.2026
Client Support Coordinator
Everise
10.2021 - 06.2024
Operations Manager, Hybrid
Fortune Plastic & Metal
07.2014 - 10.2021
High School -
Brain Adams High School