Debra Downs
Boulder City,NV
Summary
Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Overview
28
28
years of professional experience
Work History
Customer Care Specialist - Seasonal
Williams-Sonoma, Pottery Barn Kids, Pottery Barn, West Elm
09.2024 - 01.2025
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Provided customers with detailed information on company products, services and materials.
Customer Service Specialist
Wayfair
10.2019 - 01.2024
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Handled an average of 20 escalations per day, engaging with customers in a friendly, courteous, and professional manner
- Responded to a large number of calls related to product and service inquiries (e.g., technical support, warranty claims, sales, etc.)
- Analyzed and responded to more than 20 customer service tickets, which resulted in minor or major
Customer Account Manager
Exemplis LLC
01.2016 - 07.2019
- Worked with a call center team and maintained high-touch, personalized service for clients by answering customer calls and collecting customer intelligence
- Performed relationship-building activities with clients to increase customer retention rates
- Responded to a large number of calls related to product and service inquiries (e.g., technical support, warranty claims, sales, etc.)
- Analyzed and responded to customer service tickets, which resulted in minor or major resolutions
Customer Care Concierge
Bentley Mills Inc.
08.2007 - 10.2015
- Assisted customers by entering customer information into a database and processing orders for will call
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Received client calls and provided recommendations that increased sales
- Processed truckload orders for sales team and specific client territories
Customer account manager truckloads and will call
Burke Industries
01.2002 - 08.2007
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office and equipment
Customer Service Representative
Tri-West, LTD.
09.1996 - 01.2002
- Maintained a team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Responded to a large number of calls related to product and service inquiries to include, sales, product knowledge, shipping status, etc.)
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Created new customer account information by entering customer information into a database
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
Education
High School - Business English Typing
Lynwood High School
Lynwood, CA06.1978
Skills
- Microsoft word
- Customer service excellence
- Payment processing
- Quality assurance
- Product and Service support
- Time management
- Active listening
- Adaptability and flexibility
- Punctuality and reliability
- Phone etiquette
- Order processing
Awards
Amethyst award for best in class customer service
Languages
English
Native or Bilingual
Timeline
Customer Care Specialist - Seasonal
Williams-Sonoma, Pottery Barn Kids, Pottery Barn, West Elm
09.2024 - 01.2025
Customer Service Specialist
Wayfair
10.2019 - 01.2024
Customer Account Manager
Exemplis LLC
01.2016 - 07.2019
Customer Care Concierge
Bentley Mills Inc.
08.2007 - 10.2015
Customer account manager truckloads and will call
Burke Industries
01.2002 - 08.2007
Customer Service Representative
Tri-West, LTD.
09.1996 - 01.2002
High School - Business English Typing
Lynwood High School
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