Dameon Scott
Dallas,TX
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills. Also ommitted to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
PennyMac Loan Services LLC
06.2024 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Charter Communications
02.2022 - 03.2024
- Managed high-volume calls, ensuring prompt and accurate service delivery.
- Implemented process improvements that enhanced customer satisfaction scores.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Specialist
Vio Security
05.2021 - 02.2022
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Improved first-call resolution rates by actively listening to customer needs and offering appropriate solutions based on their unique situations.
- Resolved customer complaints and addressed emergency requests and needs.
- Addressed customer account discrepancies and concerns.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Improved resolution time with effective problem-solving for customer complaints.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Lease End Specialist
Catapult/ Hyundai capital
09.2020 - 03.2021
- Taking inbound and making outbound calls when needed.
- Developed and implemented process improvements to enhance operational efficiency within finance departments.
- Analyzed market trends and provided strategic insights to inform decision-making for product offerings.
- Led cross-functional teams to streamline workflows, resulting in enhanced service delivery and customer satisfaction.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Assisted in developing strategic plan that aligned with long-term company goals.
- Restructured customer service process, ensuring quicker response times.
Customer Service Rep
Capital One
08.2019 - 12.2019
- Taking inbound calls when needed.
- Assisting with daily reports.
- Managing a team of 15 members to excel well within the company.
- Mentored new customer service representatives, enhancing onboarding processes and improving team integration.
- Led team meetings focused on best practices, instilling a culture of continuous improvement and collaboration.
- Oversaw performance evaluations, providing constructive feedback to support career development for team members.
- Reduced overall call times by implementing effective problem-solving techniques in a timely manner.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
Customer Service Rep, Trainer Assistant, Lead, Dispatch
CSC SERVICE WORKS
02.2014 - 07.2019
- Facilitated workshops focusing on effective communication and conflict resolution strategies.
- Assisted in maintaining accurate records of shipments, ensuring compliance with regulatory requirements.
- Optimized scheduling processes to improve resource allocation and reduce response times for dispatch requests.
- Analyzed dispatch data to identify trends, recommending improvements for operational efficiency and service quality.
- Led cross-functional meetings to address challenges in the dispatch workflow, fostering collaborative problem-solving approaches.
- Coordinated with warehouse staff to ensure efficient loading of trucks, enabling timely departures for scheduled routes.
- Liaised frequently with customers via phone or email to provide updates on order status or address any concerns they may have had.
- Assisted in reducing response times for urgent requests through prioritizing tasks and coordinating resources effectively.
- Managed the scheduling of drivers and vehicles to optimize resource allocation and reduce operational costs.
- Supported dispatch team in resolving issues promptly, minimizing delays and disruptions in service delivery.
- Processed customer orders efficiently using company-specific software systems, ensuring all necessary information was captured accurately.
- Conducted regular audits of dispatched goods against invoices, minimizing discrepancies and enhancing inventory accuracy.
Lead and Service Tech
RSI SAMSUNG
05.2013 - 02.2014
- Fix screens on tablet and phones, diagnostic debugging of software
- Taking inbound calls and setting customer appointments
- Diagnosed and repaired electronic devices, enhancing service turnaround time.
- Provided technical support for complex system installations and maintenance.
- Mentored junior technicians, fostering skill development and knowledge sharing.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Operated forklifts to efficiently transport materials within warehouse environment.
Loader/Unloader
UPS
12.2011 - 03.2013
- Dock and unload, load shipment for delivery.
- Scan products to be dispersed.
- Ensured accurate sorting of packages for timely distribution.
- Monitored inventory levels and reported discrepancies promptly.
- Trained new employees on safety protocols and operational procedures.
- Implemented best practices to reduce loading times and increase safety.
- Contributed to overall warehouse operations by assisting with various tasks as needed, fostering a collaborative work environment.
- Lifted and slid packages weighing up to 40 pounds on conveyor belts to transport items.
- Checked accuracy of product packaging and labeling, rectifying any issues.
Team Lead
Super Target
05.2010 - 12.2011
- Electronics team lead, day shift and mid shift
- Stocked merchandise, assisted customers with needs, inventory check.
- Spearheaded cross-functional initiatives to improve overall company performance in the retail sector.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Trained retail staff on cosmetic product knowledge, boosting employee confidence in selling strategies and recommendations.
- Championed customer-centric initiatives that led to improved satisfaction ratings from retail partners.
- Demonstrated adaptability by working across various departments as needed, showcasing versatility in retail skills and knowledge.
- Increased retail sales by utilizing strong product knowledge and effective upselling techniques.
Courtesy Cart Attendant/ Linguistics
Walmart Supercenter
06.2009 - 01.2010
- Assisting customers when needed
- Showcased strong work ethic by completing assigned tasks efficiently and reliably, even during inclement weather conditions.
- Helped with bagging customers' items and carrying oversized or overweight items to customer vehicles.
- Restocking shelves
- Helping out on the cash register when needed
- Implemented improvements in cart storage area, increasing efficiency of retrieval operations.
- Provided feedback to management on potential areas for workflow enhancement and safety concerns.
- Ensured compliance with company policies regarding equipment handling and customer interaction standards.
- Cleared parking lot of litter and foreign debris.
Education
No Degree -
University of Texas Arlington
Arlington, TX05.2011
High School Diploma -
A.Maeco Smith High School
Dallas, TX06.2009
Skills
- Leadership
- Communication skills
- Problem resolution
- Active listening
- Payment processing
- Professional telephone demeanor
- Call center operations
- Team development
- De-escalation techniques
- Forklift operation
Accomplishments
- Supervised team of 10 staff members.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
English
Full Professional
Timeline
Customer Service Representative
PennyMac Loan Services LLC
06.2024 - Current
Customer Service Representative
Charter Communications
02.2022 - 03.2024
Customer Service Specialist
Vio Security
05.2021 - 02.2022
Lease End Specialist
Catapult/ Hyundai capital
09.2020 - 03.2021
Customer Service Rep
Capital One
08.2019 - 12.2019
Customer Service Rep, Trainer Assistant, Lead, Dispatch
CSC SERVICE WORKS
02.2014 - 07.2019
Lead and Service Tech
RSI SAMSUNG
05.2013 - 02.2014
Loader/Unloader
UPS
12.2011 - 03.2013
Team Lead
Super Target
05.2010 - 12.2011
Courtesy Cart Attendant/ Linguistics
Walmart Supercenter
06.2009 - 01.2010
No Degree -
University of Texas Arlington
High School Diploma -
A.Maeco Smith High School