Debra Havens
Consumer Cellular
Sulphur,OK
20
Years of experience
Motivated Customer Service Leader experienced in enhancing customer satisfaction and loyalty. Resolved issues and managed high-stress situations through effective solutions and team collaboration. Focused on delivering results and understanding customer needs in remote work environments.
Work History
Customer Experience Representative
3 Years 3 Months- Assisting customers with purchase of cell phones, accessories, and service
- Explanation of invoice, service activation, and phone number porting
- Billing assistance with Escalated callers
- Troubleshooting phone issues
- Scheduled event for 30th 2026
Escalation Specialist/Lead/ Sr. Representative
7 Years 10 Months- Handled escalated calls for junior agents, providing deescalation support
- Managed escalation tasks and collaborated with other teams on their processes.
- Trained junior agents on policies, processes, and protocols to enhance service delivery
- Educated Customers regarding Escrow/Impound Accounts
- Documented employment period as 2022
Court Clerk (Contract Job via Express)
7 Months- Answered multiple phone lines and provided face-to-face customer service.
- Processed court filings and maintained accurate case records in compliance with legal standards.
- Assisted judges and attorneys by providing timely access to court documents and information.
- Coordinated court schedules, ensuring efficient allocation of resources and courtroom availability.
Membership Services Specialist
2 Years 10 Months- Inbound/Outbound Call Center providing member services including roadside assistance, policy maintenance, general customer service
- Informed members of policy changes and updates.
- Grew business by soft selling additional services to enhance member satisfaction and retention
- Facilitated conflict resolution to enhance member satisfaction and maintain service quality.
Senior Lead/ Assistant Manager
3 Years 8 Months- Consistently recognized as Top Performer and Top Sales Club
- Aimed to grow account base and profit margin yearly, consistently reaching and exceeding monthly and annual goals
- Coached and led team members to achieve individual and team success
- Recognized in September 2007 with STAR Award for exceeding performance expectations, Recognized in November 2008 with STAR Award for outstanding achievements
- Coached and Led Team Members to Individual and Team Success
- Inbound/Outbound Call Center; addressing Sales, Billing Issues and Complaints
Education
- Child Development
Skills
Call center experience
CRM software
Complaint management
Complaint resolution
Escalation management
Customer education
Appointment scheduling
Returns processing
Timeline
Customer Experience Representative
Consumer Cellular
01.2023 - 04.2026Read More
Escalation Specialist/Lead/ Sr. Representative
Caliber Home Loans
01.2015 - 11.2022Read More
Court Clerk (Contract Job via Express)
Court Clerk’s Office Oklahoma County
06.2014 - 01.2015Read More
Membership Services Specialist
AAA (Member Service Center OKC, OK)
01.2011 - 11.2013Read More
Senior Lead/ Assistant Manager
WEST BUSINESS SERVICES
06.2006 - 02.2010Read More
Metro Community College of Denver
from Child Development
Read More