DAMIEN COLE
Tamarac,FL
Summary
Proficient customer service professional with over a decade of experience in enhancing customer engagement and resolving complex issues. Known for effective training skills and collaboration with cross-functional teams to drive improvements in customer satisfaction and service protocols. Efficient with technology and extremely patient with clients when navigating through tech difficulties.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
American Express
Sunrise, FL
09.2019 - 09.2025
- Resolved customer inquiries and issues through multiple communication channels, ensuring high satisfaction levels.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Trained new representatives on service protocols and systems, promoting a knowledgeable support environment.
- Analyzed customer feedback to identify trends and recommend actionable solutions for service enhancement.
- Collaborated with cross-functional teams to address complex customer concerns, fostering a cohesive support approach.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Supported the roll-out of new hardware devices throughout the company by assisting in setup, installation, and user training.
Sales Associate
Xfinity Comcast
Miramar, FL
06.2015 - 08.2019
- Drove sales growth through effective customer engagement and personalized service.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Trained new team members on sales techniques and product knowledge.
- Developed strong customer relationships, enhancing loyalty and repeat business.
- First response troubleshooting for customers dealing with Internet or VOIP issues.
Education
Digital Marketing -
University of Vermont
Burlington, VT2017
Skills
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Dispute resolution
- Microsoft Excel
Timeline
Customer Service Representative
American Express
09.2019 - 09.2025
Sales Associate
Xfinity Comcast
06.2015 - 08.2019
Digital Marketing -
University of Vermont