Damekia Robinson
Fayetteville,NC
Summary
Customer service specialist with experience resolving escalated issues, prioritizing tasks, and handling multiple requests in fast-paced environments. Team contributor focused on meeting customer needs and supporting business goals.
Overview
8
8
years of professional experience
Work History
Retention Customer Service Representative
COFORGE
Remote
06.2026 - Current
- Collaborated with team members to enhance retention strategies and improve customer satisfaction.
- Handled customer questions and concerns through clear communication and problem-solving.
- Resolved escalated cases by providing customized solutions for complex customer needs.
- Conducted follow-up calls to ensure customer needs were addressed and foster loyalty.
Collections Specialist
RTR FINANCIAL
12.2025 - 02.2026
- Diagnosed and streamlined debt collection processes within integrated Customer Support Systems, leading to a significant reduction in outstanding balances.
- Troubleshot payment discrepancies and negotiated strategic payment plans to improve organizational cash flow and maintain Service Quality.
- Resolved customer disputes through professional written communication, improving client relationships and collection efficiency.
- Collaborated with internal departments for accurate account status updates and effective incident escalation management.
Senior Retention Specialist
VARSITY TUTORS
08.2024 - 10.2025
- Developed and implemented personalized retention strategies to enhance customer engagement and satisfaction across software platforms.
- Collaborated with sales and engineering service teams to facilitate feedback loops, promoting long-term retention and software functionality improvements.
- Responded to client concerns with tailored tutoring solutions and executed cross-selling and upselling of additional educational packages to increase customer value.
- Managed multitasking requirements while maintaining professionalism and approachability during high-volume customer interactions.
Customer Service Agent
FOUNDEVER
03.2024 - 08.2024
- Provided high-quality technical troubleshooting and live chat support for inquiries on software accounts, billing, and system configuration, enhancing customer satisfaction.
- Maintained an exceptional first-contact resolution rate by diagnosing software issues promptly and documenting solutions for future knowledge base use.
- Utilized and provided feedback on AI-driven support tools, which improved response times and resolution accuracy for complex technical support tickets.
- Executed incident escalation procedures to senior technical teams, ensuring timely resolution of complex issues and minimizing customer downtime.
Supervisor
SHEETZ
FAYETTEVILLE, NC
08.2023 - 04.2024
- Trained and mentored team members on service protocols and upselling techniques to drive location revenue and customer loyalty.
- Managed operational readiness and security protocols to ensure compliance and enhance service delivery in a fast-paced environment.
- Resolved customer inquiries and complaints by applying advanced Conflict Resolution and maintaining high Service Quality standards.
- Collaborated with regional management to analyze store performance data and implement targeted operational improvements.
Health Concierge
CVS HEALTH
02.2023 - 08.2023
- Diagnosed patient needs to guide them through digital prescription benefit options, ensuring cost-effective and efficient healthcare solutions.
- Provided empathetic support for complex inquiries on benefits software, claims processing, and technical coverage, enhancing customer understanding and satisfaction.
- Facilitated incident escalation for prior authorizations and claims appeals, ensuring compliance with HIPAA regulations and accurate data documentation.
- Handled high volumes of incoming communications, consistently maintaining superior written communication standards in all customer interactions.
Benefits Customer Care Specialist
ALIGHT SOLUTIONS
10.2021 - 02.2023
- Collaborated across HR and insurance provider departments to troubleshoot and resolve complex benefit issues with speed and accuracy.
- Guided employees in navigating healthcare software plans and retirement funds, enhancing their understanding of complex benefit platforms.
- Managed support for digital benefits enrollment periods through multitasking across various channels, improving resource utilization.
- Logged interactions in CRM systems to create feedback loops that informed usability improvements.
Retention Specialist
TERMINIX
FAYETTEVILLE, NC
11.2019 - 04.2020
- Resolved escalated customer dissatisfaction through negotiation and upselling value-added service solutions, successfully retaining contracts.
- Diagnosed and analyzed retention data trends to implement solutions that enhanced Service Quality and strengthened overall brand loyalty.
- Collaborated with technical service teams to ensure prompt resolution of service-related inquiries and technical troubleshooting.
- Documented customer feedback to deliver insights for optimizing service delivery and informing engineering teams.
Customer Engagement Specialist II
STARTEK
MYRTLE BEACH, SC
05.2018 - 02.2019
- Resolved escalated technical issues, enhancing customer experience and service efficiency.
- Trained and mentored junior team members on technical troubleshooting protocols and customer support system usage to strengthen team capabilities.
- Multitasked across several support channels to maintain rapid response times and high resolution rates.
- Documented resolution steps in internal knowledge base, facilitating improved technical support for the team.
Education
Bachelor of Science - Human Services Management
UNIVERSITY OF PHOENIX
11-2012
Some College (No Degree) - Business Administration and Management
Strayer University
Skills
- Core Technical Skills: Live Chat Support, Technical troubleshooting, Software Support, Support systems, Technical Aptitude, AI-Driven Support Tools, CRM (Salesforce), Multi-channel support
- Service Methodologies: Incident Escalation, Quality management, Retention Strategies, Value-Added Services, Customer Retention, Conflict Resolution, Escalation Management
- Professional Competencies: Written Communication, Multitasking, Customer Experience (CX), Documentation, Training and mentoring, Scheduling
- Data analysis
- Customer Objection Handling
- Retention Issue Resolution
- Loyalty Program Management
Timeline
Retention Customer Service Representative
COFORGE
06.2026 - Current
Collections Specialist
RTR FINANCIAL
12.2025 - 02.2026
Senior Retention Specialist
VARSITY TUTORS
08.2024 - 10.2025
Customer Service Agent
FOUNDEVER
03.2024 - 08.2024
Supervisor
SHEETZ
08.2023 - 04.2024
Health Concierge
CVS HEALTH
02.2023 - 08.2023
Benefits Customer Care Specialist
ALIGHT SOLUTIONS
10.2021 - 02.2023
Retention Specialist
TERMINIX
11.2019 - 04.2020
Customer Engagement Specialist II
STARTEK
05.2018 - 02.2019
Bachelor of Science - Human Services Management
UNIVERSITY OF PHOENIX
Some College (No Degree) - Business Administration and Management
Strayer University