Debra Burgess
Fayetteville,NC
Summary
Motivated customer service professional with a versatile background in administrative support and customer service seeking employment at a dynamic organization. Experience managing high volume of inbound calls, building strong customer relationships, and maintaining customer satisfaction. Proficient in CRM systems, active listening, and multitasking. Dedicated team player with a positive attitude and proven ability to establish rapport with clients.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Logistics Associate
Amazon
Fayetteville, NC
07.2024 - Current
- Coordinated with vendors, customers, and other internal departments to ensure timely delivery of goods.
- Maintained accurate records for all shipments, including tracking numbers, cost information, and delivery dates.
- Accurately recorded and tracked inventory levels in warehouse management system.
- Provided customer service support by responding to inquiries from customers regarding order status and shipment details.
- Performed regular audits of warehouse materials to identify discrepancies between physical stock and digital records.
- Monitored freight carriers and negotiated better rates on behalf of the company.
Cruise Specialist
Norwegian Cruise Line, (work at Home )
Miami, FL
11.2021 - 08.2022
- Service and processing new and existing individual reservation requests from travel agents and direct guests, resulting in a positive customer experience.
- Escalate all issues and pertinent matters to the appropriate resource to ensure resolution.
- Communicate with specific organizational support departments as necessary.
- Demonstrate effort in maximizing revenue opportunities by offering to confirm space, offering stateroom category upgrades, communicate vacation value, provide ship attributes, offer air and land components, along with all available ancillary products.
- Apply expected behaviors to correct opportunities identified as a result of any quality-related observations.
- Adhere to all applicable department attendance, phone adherence, and conformance expectations as outlined in new hire training and through Supervisor guidance.
- Perform other job-related functions as assigned.
- Handle a high volume of inbound sales and service calls. Serve as the primary customer service representative in processing or responding to customer concerns and/or inquiries. Perform this by meeting or exceeding productivity standards and goals set by the department, while maintaining a high level of guest experience.
- Processed payments from customers using credit cards or alternative payment methods.
Inventory Coordinator
Systel
Fayetteville, NC
10.2017 - 06.2019
- Facilitated staging process for branch orders
- Managed multiple locations and maintained a comprehensive backorder list for all orders
- Managed customer accounts, organized order processing, and monitored backorders
- Coordinated the logistics of UPS order processing to ensure efficient delivery
- Assisted in maintaining efficiency in the parts ordering process
- Resolved inventory discrepancies through staging or supply shipments
- Tracked lease return units and coordinated routes with shuttle drivers
- Notified Purchasing and Inventory Control of damaged items
- Provided guidance to Service Managers and technicians regarding customer concerns and equipment requirements
- Providing quotes for labor and supplies to customers.
Customer Service Professional
Terminix (MSC)
Fayetteville, NC
11.2014 - 02.2016
- Managed a high-volume workload while building rapport with staff and clients
- Worked in teams and self-directed environments
- Handled incoming calls from current customer base to schedule new and renewable services
- Directed customers to various departments as needed
- Identified appropriate plans for consumers and relayed options for products and services to them
- Responsible for de-escalation of customer conflicts and challenging situations
- Maintained technicians’ schedules for assigned territories and routed technicians accordingly
- Ran daily reports and assisted Service Managers with operational issues.
Customer Service Professional
Sykes Enterprises
Fayetteville, NC
08.2013 - 11.2014
- Advised customers of loans and credit options in addition to the terms of those services
- Processed loan applications
- Obtained credit histories, corporate financial statements, and further documentation as needed
- Reviewed and updated credit and loan files
- Took immediate action to resolve customer complaints and issues
- Negotiated payment arrangements for customers with delinquent accounts.
Cashier
Walmart
Fayetteville, NC
12.2011 - 10.2013
- Created vital documents and external correspondence for branch manager
- Processed new member enrollments; resolved member issues
- Safeguarded and accessed the credit union’s vault
- Trained new employees in all aspects of job performance, policy and procedure
- Handle all monetary processes and requests including money orders and certified check purchases.
Education
Fayetteville Technical Community College
01.2013
Sykes Enterprises, Inc.
01.2013
Skills
- Microsoft Office Suite
- Mac
- PC
- E-automate
- Blackscreen
- 50 WPM
- Service Upselling
- Tour Package Sales
References
- Nancy McKoy, Teacher, 910-308-2400
- Stanley Perkins, US Army, 757-701-0498
Languages
English
Professional
Certification
Electrocardiograph Technician Certification
Timeline
Logistics Associate
Amazon
07.2024 - Current
Cruise Specialist
Norwegian Cruise Line, (work at Home )
11.2021 - 08.2022
Inventory Coordinator
Systel
10.2017 - 06.2019
Customer Service Professional
Terminix (MSC)
11.2014 - 02.2016
Customer Service Professional
Sykes Enterprises
08.2013 - 11.2014
Cashier
Walmart
12.2011 - 10.2013
Fayetteville Technical Community College
Sykes Enterprises, Inc.
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