Debra Wood
Customer Service Specialist | Top 5% Sales Performer | Expert in Critical Account Management & Resolution
Thornton,CO
Summary
As a Regional Customer Relations Specialist, the primary objective is to deliver exceptional service to valued customers within the region. Dedicated to efficiently and effectively resolving their needs and concerns, always aiming for a one-call resolution. With a strong emphasis on professionalism, the goal is to provide a seamless experience that leaves a lasting positive impression.
Overview
18
18
years of professional experience
Work History
Regional Customer Relations Specialist
Tru Tech Inc. / Critter Control
05.2023 - 08.2023
- Company Overview: TruTech Inc, and Critter Control are managed by a call center team that takes incoming calls and requests for services from Wildlife to Pest Control, under Rollins Inc
- The objective of the Regional Customer Relations Specialist position is to provide excellent service to the Region's existing customers and provide resolution to their needs and concerns in a single call (One Call Resolution) and in a professional manner
- TruTech Inc, and Critter Control are managed by a call center team that takes incoming calls and requests for services from Wildlife to Pest Control, under Rollins Inc
Customer Service Specialist
Critter Control
03.2021 - 05.2023
- Answer incoming calls from existing customers and track open issues
- Inform them of the plan/resolution status, update when needed, and follow up with the customer to ensure resolution satisfaction
- Identify escalating priority issues and report it up the proper chain of command
- Perform a follow-up call with the customer to ensure the resolution of the issue
- Conduct outbound contact calls for customers who have newly completed jobs, and 0-7-day AR to ensure customer satisfaction
- Make out-going calls as needed to customers and team regarding special circumstances including weather, schedule changes, and other unusual events
- Assist customers as needed in making payments or setting up auto-billing
- Enter data into CRM (Servsuite) and Salesforce to document issues
- Assist RSM/RM/DM in summarizing trends, remaining open issues, and reoccurring issues in districts and regions
- Ability to de-escalate an upset customer
- Must be able to work overtime during the company's peak season
- Must have the ability to be flexible in scheduling
- Problem Analysis and Resourcefulness
- Excellent organizational skills
- Able to coordinate activities with multiple parties and levels of leadership
Dispatcher
First Group of America
03.2020 - 09.2020
- Call Center for Assess a Ride
- Dispatcher to working with bus drivers and passengers
- Work with police on emergency calls and secure bus with driver for the escalation
Critical Account Program Manager
Avaya Inc.
03.2005 - 01.2012
- Company Overview: A global leader in IP Telephony and Voice Messaging systems
- Advanced to assume responsibility and lead for the resolution of escalated critical accounts involving software and hardware issues
- Facilitate communications at all levels of management
- Investigate each reported incident and provide a final decision
- Write and implement internal processes improving customer service with team processes for consistency and ISO complaints
- Identify and resolve inconsistencies with offers and contracts and inadequate service removing roadblocks for service support and increasing customer satisfaction
- A global leader in IP Telephony and Voice Messaging systems
Education
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ01.2006
Master's Certificate - Project Management
Stevens Institute of Technology
Westminster, CO02.1999
Skills
- Account Resolutions
- Telephone Etiquette
- Call center experience
- Leadership
- Management Skills
- Processes
- Key stakeholder relationship building
- Complaint resolution
- Inter-department collaboration
- Salesforce CRM
- Multitasking
- Customer service excellence
Timeline
Regional Customer Relations Specialist
Tru Tech Inc. / Critter Control
05.2023 - 08.2023
Customer Service Specialist
Critter Control
03.2021 - 05.2023
Dispatcher
First Group of America
03.2020 - 09.2020
Critical Account Program Manager
Avaya Inc.
03.2005 - 01.2012
Master's Certificate - Project Management
Stevens Institute of Technology
Bachelor of Science - Business Management
University of Phoenix
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