Deanna M. Fortune
Washington,DC
Overview
8
8
years of professional experience
Work History
Quest Service / Supervisor
Best Crowd Mangement
Capital One Arena
06.2021 - Current
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Monitored team's performance and gave feedback when necessary.
- Handled customer complaints and inquiries.
Security Guard Supervisor
Best Crowd Mangement
MGM Resort Hotel (Theater)
08.2020 - Current
- Provided first-line support to shift workers during incidents and escalated situations as appropriate.
- Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection.
- Recorded incident reports with detailed accounts of occurrences.
- Monitored and evaluated performance of security personnel and provided feedback to improve performance.
- Coordinated with security personnel or other departments to establish safety of visitors and staff.
- Screened vendors and contractors before granting access to restricted areas within mall.
- Completed shift handover reports and debriefed next shift upon arrival.
Hairstylist
JCPenney
3809 Daniel Drive Forestville Maryland
03.2017 - 11.2019
- Handling customer complaints
- Sell products or services
- Used a computerized cash register to perform the business transaction
- Explain service information to customers
- General cosmetology duties
- Demonstrate products customers
- Organized sales area and work station to showcase products and boost sales.
- Stayed updated on current hair trends and techniques to make customers look fashionable and increase satisfaction.
- Used social media platforms to promote salon and services.
- Distributed business cards outside of salon to generate new business.
- Determined appropriate hair treatments based on conditions and textures.
- Maintained regular client list and successfully handled walk-in customers.
- Completed safety training and certifications to minimize risk of infection or injury to customers.
- Educated customers on products to maximize benefits.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
Customer Service Manager
Price Busters Furniture
7870 Central Avenue Hyattsville Maryland 20745
08.2015 - 03.2019
- Spent a great deal of time on the sales floor talking to customer and watched how store associated conducted business
- Worked closely with sales or other department to update all customer service
- Handle cash and credit card transaction
- Open and close customer accounts
- Order or mange office supplies
- Conduct store meeting
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Handled customer complaints and inquiries.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Monitored team's performance and gave feedback when necessary.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Developed and offered unique discount options to drive interest in new product lines.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Customer Service Associate
Regency Furniture
Capital Heights Maryland
04.2017 - 03.2018
- Worked closely with customer to help with sales and product information to determine customer needs
- Answer customer questions about goods or services
- Recommend product for customer
- Maintain record of sales or other business transaction
- Responded to customer calls and emails to answer questions about products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed and updated databases to handle customer data.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Created and maintained detailed database to develop promotional sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Solved problems with products and services by providing customers with technical support.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered prompt service to prioritize customer needs.
- Increased revenue by cross-selling and upselling products and services.
- Promoted available products and services to customers during service, account management, and order calls.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Sought ways to improve processes and services provided.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Cosmetology - Cosmetology
Dudley Beauty College
Washington, DC06.1991
Skills
- Microsoft word, excel, time sheets, prepare sales Able to handle multiple phone line, decision
- Maker, conflict management,interpersonal skills, organizational skills, problem solving, cash
- Handling
- Cash Register Operations
- Outstanding Customer Service
- Build Customer Relationships
- Work Station Cleaning
Additional Information
- Awards & Certificate , Notary (2004-2009),Salon Management (2003),Color Specialist (2002),Office Assistant (1989)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Quest Service / Supervisor
Best Crowd Mangement
06.2021 - Current
Security Guard Supervisor
Best Crowd Mangement
08.2020 - Current
Customer Service Associate
Regency Furniture
04.2017 - 03.2018
Hairstylist
JCPenney
03.2017 - 11.2019
Customer Service Manager
Price Busters Furniture
08.2015 - 03.2019
Cosmetology - Cosmetology
Dudley Beauty College