Dameshia Fluker
Huntsville,AL
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
10
10
years of professional experience
Work History
Chat Support Agent
Sutherland Global Services
11.2020 - 11.2022
- Virtual-WFH
- Chat Only support for prepaid cell phone users
- Provide personalized experience for members based on inquiry, Identify member issue and perform basic to complex troubleshooting steps to resolve network issues, payments, order status, etc
- Ability to respond to multiple inquiries simultaneously
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Solutions Team Member
Tractor Supply
01.2018 - 03.2020
- High volume inbound customer inquiries via email, chat, and phone
- Provided updates on order status, claims, and warranty information, Followed up with store and district managers for resolution for escalated, complex cases
- Handled calls promptly and with courteous professionalism.
- Maintained working knowledge of products, accounts, representatives, tools and systems.
- Completed call documentation while speaking with customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
Master at Arms
P03, United States Navy
11.2013 - 07.2018
- Patrolled base facilities and housing areas to deter crime, monitor activities, and provide force protection.
- Manned base entry points to provide 24/7 force protection, reviewing identifications, searching vehicles, and verifying deliveries prior to entrance to secure areas.
- Executed search and seizure operations in strict accordance with applicable laws and regulations.
- Secured restricted areas and enforced limited access for civilians and military members in order to provide force protection and property security.
- Monitored gate activities, controlled traffic and responded to emergencies on base.
- Documented and organized security information accurately and efficiently.
- Secured storage of weapons, ammunition and explosives to prevent theft and accidents.
- Created and implemented security protocols and procedures to safeguard personnel
- Tracked collected urine specimens by initialing, dating, and noting times of collection.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Monitored testing procedures to meet criteria and maintain quality control.
- Trained new laboratory personnel to apply proper laboratory techniques and best practices.
- Processed patient specimens according to priority and documented results.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Maintained safe work environment free of unnecessary hazards to protect staff and testing results.
- Assessed new protocols and equipment for relevance and helped implement chosen updates.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
Customer Service Representative
Asurion
08.2015 - 12.2017
- High volume inbound call center that handled calls regarding credit card benefits like return protection, warranty, and price protection
- Accurately documented interactions and provided claim updates accordingly
- Customer focused approach to problem solving and troubleshooting
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Promoted available products and services to customers during service, account management, and order calls.
Resolution Specialist
Sutherland Global
11.2022 - Current
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Prepared written opinions or decisions regarding cases.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Worked effectively in fast-paced environments.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Researched and analyzed individual parties' positions to understand dispute background.
- Devised and implemented dispute resolution processes for companies, enabling fast resolution of disputes.
Certified Notary Signing Agent
Self Employed Services
04.2023 - Current
- Checked documents for accuracy and correct signing before notarizing.
- Checked documents and identifying credentials for all parties.
- Checked client identification to maintain compliance with state legal requirements.
- Maintained accurate records of all documents notarized to support accurate recordkeeping and reporting requirements.
- Examined documents for accuracy, completion and compliance before notarizing.
- Followed proper protocol when notarizing documents, verifying signatures and dates for compliance.
- Attended public notary seminars to stay informed of updates to relevant laws and regulations.
Education
Bachelor's Degree - Counseling
Argosy University
Nashville, TN2017
High School Diploma - undefined
Wetumpka High School
Wetumpka, AL2013
Skills
- PROFESSIONAL SKILLS
- Active Listening
- Time Management
- Product Knowledge
- Customer Complaint Resolution
- Problem Resolution
- Information Updates
- Microsoft Office
- Microsoft Outlook
- Issue Triaging
- Customer Accounts Management
- Settlement Agreements
- Customer Service
- Communications Strategies
- Client Rapport-Building
- Teamwork Skills
- Complex Problem-Solving
- Effective Problem-Solving
- Call Control
- Microsoft Excel
- Ability to Be Flexible
- Service Quality
- Customer Queries
- Document Review
- Client Inquiries
- Workflow Processes
- Personnel Records
- Customer Relationships
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
All progress takes place outside the comfort zone.
Michael John Bobak
Timeline
Certified Notary Signing Agent
Self Employed Services
04.2023 - Current
Resolution Specialist
Sutherland Global
11.2022 - Current
Chat Support Agent
Sutherland Global Services
11.2020 - 11.2022
Customer Solutions Team Member
Tractor Supply
01.2018 - 03.2020
Customer Service Representative
Asurion
08.2015 - 12.2017
Master at Arms
P03, United States Navy
11.2013 - 07.2018
Bachelor's Degree - Counseling
Argosy University
High School Diploma - undefined
Wetumpka High School