Debra Wood
Thornton,CO
Summary
Personable and customer-focused leader with a drive to exceed customer expectations and promote adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, consistently improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to enhance access between customers and the organization, resulting in improved response time.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Regional Customer Relations
Critter Control
05.2023 - 08.2023
- 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.
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) to document issues
- Assist RSM/RM/DM in summarizing trends, remaining open issues, and reoccurring issues in districts and regions.
Dispatcher
First Group of America
03.2020 - 10.2020
- Work with police on emergency calls and secure bus with driver for the escalation.
Critical Account Program Manager
Avaya Inc.
03.2005 - 01.2012
- Advanced to assume responsibility and lead for the resolution of escalated critical accounts involving software and hardware issues for a global leader in IP Telephony and Voice Messaging systems
- 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.
Education
Bachelor of Science - Business Management
University of Phoenix
01.2006
Master’s Certificate - Project Management
Stevens Institute of Technology
02.1999
Skills
- Account Resolutions
- Telephone Etiquette
- Excellent Customer Service
- Leadership
- Management Skills
- Processes
Timeline
Regional Customer Relations
Critter Control
05.2023 - 08.2023
Customer Service Specialist
Critter Control
03.2021 - 05.2023
Dispatcher
First Group of America
03.2020 - 10.2020
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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