Damon Maclin
Memphis,Tennessee
Summary
Accomplished Customer Service Agent with a proven track record at Home Depot, enhancing customer satisfaction through expert resolution of conflicts and keen problem-solving skills. Excelled in information verification and empathetic communication, significantly improving client relations. Demonstrated leadership and proficiency in Microsoft Office Suite, driving efficiency and positive outcomes in high-pressure environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Home Depot
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
Fire Lieutenant / EMT
Memphis Fire Services
- Created educational programs regarding life safety and fire prevention.
- Conducted periodic firefighter written performance evaluations and completed written recommendations on probationary firefighters.
- Supervised cleaning and maintenance of buildings, rooms and equipment.
- Inspected apparatus, equipment, grounds, and stations for proper order and condition.
- Directed work of Number firefighters engaged in extinguishing fires.
- Prepared reports of fires, equipment and personnel.
- Compiled and maintained log books, run reports and training records.
Heavy Equipment Operator
Home Depot
04.2022 - Current
- Strictly adhered to company safety procedures, noticeably decreasing job site accidents.
- Performed thorough pre-shift and post-shift inspections and accurately completed equipment logs and reports.
- Kept machinery in proper working order by repairing and replacing malfunctioning parts.
- Operated range of heavy equipment on regular basis with advanced skill.
CSA Customer Service Agent Ramp Work
Delta Airlines / Northwest Airlines
07.2007 - 10.2017
- Connected with customers by listening to concerns and answering questions.
- Handled products and equipment in accordance to safety guidelines to create safe working and shopping environment.
- Provided amazing customer service by greeting customers, attending to orders and addressing specific requests.
- Gained familiarity with company products to answer customer questions and make recommendations.
- Demonstrated safe practices and procedures in store by adhering to company standards.
- Managed Number+ incoming calls each day with utmost professionalism and knowledgeable service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered customer questions about product availability and shipment times.
- Collaborated with other departments to guarantee customer satisfaction.
- Gathered and verified data from customers to promote marketing initiatives.
- Responded to customer calls and emails to answer questions about products and services.
- Organized and scheduled customer orders to appropriate departments.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Suggested best-fit offerings from available products and services to capitalize on upsell opportunities.
- Utilized problem-solving skills to address customer queries and complaints.
- Maintained clean and organized work environment to maintain customer safety.
- Communicated with clients regarding account services, statements, and balances.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
Education
Hazmat Radiation Instructor - Critical Incident Response Operations
EMA Emergency Management Agency
Jackson, TN06.2009
Hazardous Material Technician - Hazardous Material
State Tech Institution
Memphis, TN06.2004
Fire Instructor - Fire Science
Memphis Chester Anderson Fire Academy
Memphis, TN09.1999
Emergency Medical Technician - Medical And Evaluation / EMT
Shelby State Community College
Memphis, TN09.1995
Skills
- Information Verification
- Case Management
- Call Control
- Correspondence composition
- Customer Service
- File Management
- Customer Relationship Management (CRM)
- Call center experience
- Upselling
- Problem Resolution
- Service-oriented self-starter
- Account Management
- Microsoft Office Suite proficiency
- Inbound Customer Service
- Needs Assessment
- Customer Relations
- Database Research
- Documentation And Reporting
- Complaint Handling
- De-Escalation Techniques
- Order Placement
- Returns processing
- Information Updates
- Outstanding communication skills
- Delivery Tracking
- Empathetic and genuine
Certification
I have been a certifications and furthering my education to be shown!
Timeline
Heavy Equipment Operator
Home Depot
04.2022 - Current
CSA Customer Service Agent Ramp Work
Delta Airlines / Northwest Airlines
07.2007 - 10.2017
Customer Service Agent
Home Depot
Fire Lieutenant / EMT
Memphis Fire Services
Hazmat Radiation Instructor - Critical Incident Response Operations
EMA Emergency Management Agency
Hazardous Material Technician - Hazardous Material
State Tech Institution
Fire Instructor - Fire Science
Memphis Chester Anderson Fire Academy
Emergency Medical Technician - Medical And Evaluation / EMT
Shelby State Community College