Dalon Facey
St. Petersburg
Summary
Proven Customer Experience Agent with a track record of resolving complaints and enhancing customer loyalty, demonstrated during tenure at Garrett Brands. Skilled in complaint handling and active listening, adept at training teams and improving service delivery. Achieved significant improvements in customer satisfaction, leveraging organizational and decision-making skills.
Overview
7
7
years of professional experience
Work History
Customer Experience Agent
Garrett Brands
10.2022 - Current
- Resolved customer complaints by listening attentively and offering appropriate solutions.
- Handled incoming calls and messages, ensuring prompt responses.
- Updated customer accounts with relevant information and notes.
- Guided customers through processes and procedures to enhance experience.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
Customer Service Representative
24/7 Intouch
04.2020 - 09.2022
- 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.
Student Assistant
Saint Petersburg College
01.2018 - 01.2020
- Conducted research for faculty projects, contributing to academic initiatives.
- Provided excellent customer service to students and staff at the front desk, addressing inquiries and concerns promptly.
- Processed returned items to maintain accurate inventory.
- Answered basic inquiries to enhance patron experience.
Education
Associate of Science - Pharmacy Technician
Ultimate Medical Academy
St. Petersburg06-2022
Skills
- Team Training
- Complaint handling
- Upselling
- Performance tracking
- Organizational skills
- Active listening
- Organization and time management
- Decision-making
Timeline
Customer Experience Agent
Garrett Brands
10.2022 - Current
Customer Service Representative
24/7 Intouch
04.2020 - 09.2022
Student Assistant
Saint Petersburg College
01.2018 - 01.2020
Associate of Science - Pharmacy Technician
Ultimate Medical Academy
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