Debra Clere-Knight
Green Cove Springs,FL
Summary
Dynamic AT&T alum with a proven track record in enhancing customer satisfaction through exceptional organizational skills and CRM software proficiency. Excelled in escalation management and staff training, significantly improving service quality. Skilled in fostering team cooperation and streamlining processes for peak efficiency.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Care Executive
AT&T
Fleming Island, FL
02.2010 - 03.2025
- Monitored and analyzed performance metrics to identify trends and anticipate customer needs.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Implemented quality control measures to uphold company standards.
- Recorded details of all inquiries, complaints, and comments.
- Negotiated with customers, resolving disputes and maintaining positive relationships.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Consulted with customers regarding needs and addressed concerns.
- Processed customer orders, forms, applications, and requests efficiently.
- Reviewed completed work to verify consistency, quality, and conformance.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained accurate records of customer interactions and transactions in CRM system.
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
- Utilized strong multitasking skills to handle simultaneous customer calls and inquiries with professionalism.
- Resolved customer issues and queries promptly, achieving an exemplary average resolution time.
Team Leader
AT&T
Jacksonville, FL
06.2001 - 02.2010
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored operations and reviewed records and metrics to understand company performance.
- Oversaw training and development programs to enhance team skills and knowledge.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Completed daily quality assurance duties to provide feedback for improvements.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Established clear expectations for employees, providing guidance when needed.
Education
High School Diploma -
Englewood Senior High School
Jacksonville, FL06-1990
Some College (No Degree) - Excel, Microsoft Office
Jones College
Dallas, TXSkills
- Data entry
- True problem-solver
- Escalation management
- Documentation and reporting
- Customer response
- Staff training
- Call center operations
- Exceptional organizational skills
- Quality assurance
- Excellent problem-solving skills
- Customer support
- CRM software proficiency
Accomplishments
- 2012 Customer Rules Award Winner
- 2023 High Achiever Award Winner
Certification
- Excel & Microsoft Certificate
Timeline
Customer Care Executive
AT&T
02.2010 - 03.2025
Team Leader
AT&T
06.2001 - 02.2010
High School Diploma -
Englewood Senior High School
Some College (No Degree) - Excel, Microsoft Office
Jones College