Decatur McCalston
Fayetteville,US
Summary
Am a motivated professional dedicated to addressing customer concerns directly and efficiently, with a strong focus on developing proactive solutions and implementing corrections swiftly. As a solid team player with an outgoing and upbeat demeanor, excel at building rapport with clients and fostering positive relationships. Being detail-oriented and organized approach ensures meticulous work, even when operating at a fast pace to meet tight deadlines. Am an enthusiastic team member, eager to contribute to the success of the company and support colleagues in achieving shared goals.
Overview
9
9
years of professional experience
Work History
Tier 1 Technical Support Advisor
Apple
03.2023 - Current
- Collaborated with team members to share best practices and improve overall service quality.
- Monitored customer satisfaction metrics and adjusted support strategies accordingly for continuous improvement.
- Educated customers on product features and functionalities, empowering them with the knowledge needed for self-support when possible.
- Developed strong relationships with internal teams such as sales, development, or billing departments which led to efficient cross-functional collaboration.
- Guided customers through step-by-step solutions while maintaining clear communication and empathy throughout the interaction.
- Reduced escalations to Tier 2 support by utilizing extensive product knowledge and problem-solving skills.
Server
Buffalo Wild Wings
10.2020 - 01.2024
- Kept up to date on the menu and special offers, recommending specific items based on customer preferences and food allergies
- Assisted customers in placing orders, explained menu items, and suggested appropriate alternatives for customers with food allergies
- Kept an eye on guests for signs of intoxication and immediately alerted management
- Kept a high level of cleanliness and sanitation
- Kept track of the event's finances, including initial deposits, payments due, and balances at the end
- Addressed guest concerns and issues, taking steps to resolve issues and boost customer satisfaction.
Inbound Sales Representative
Spectrum
01.2022 - 02.2023
- Was in charge of conducting market research in order to identify branding opportunities, solidify strategies, and maintain a loyal customer base
- Kept accurate and current customer account data with manual form processing and digital information updates
- Had a thorough understanding of competitors' products and services, as well as their presence in the assigned territory.
School Bus Driver
Durham Public School
10.2019 - 01.2022
- Followed all scheduled routes to ensure that all drop-offs and pick-ups were completed on time
- Performed bus driving duties while keeping student safety in mind to maintain a good safety record
- Anticipated challenges and made proactive decisions to maintain adherence to schedules and routes
- Cleaned the bus interior regularly to maintain a professional appearance and reinforce the school's positive image.
Store Attendant
Target
04.2020 - 12.2021
- Assisted customers in locating appropriate product store locations, answered product questions, and provided solutions to various issues
- Stocked merchandise, clearly labeled items, arranged them by size or color, and put together attractive displays each holiday
- Assisted customers in completing purchases, locating items, and enrolling in reward programs to increase customer loyalty, satisfaction, and sales
- Counted the cash in the register drawer at the start and end of each shift
- Trained new team members on how to use the POS system, customer service strategies, and sales objectives
- Was in charge of replacing damaged or missing products promptly and efficiently.
Package Handler
Fedex
06.2020 - 08.2020
- Immediately informed the purchasing team of any missing or damaged items when unloading and receiving
- Gained a thorough understanding of each shift's responsibilities and job tasks, prioritizing those that needed to be completed right away
- Filled voids in boxes and arranged items to fit properly based on size, dimensions, and weight
- Checked inbound and outbound shipments for accuracy and to avoid mistakes.
Server
Texas Roadhouse
11.2018 - 12.2019
- Kept up to date on the menu and special offers, recommending specific items based on customer preferences and food allergies
- Assisted customers in placing orders, explained menu items, and suggested appropriate alternatives for customers with food allergies
- Kept an eye on guests for signs of intoxication and immediately alerted management
- Kept a high level of cleanliness and sanitation
- Kept track of the event's finances, including initial deposits, payments due, and balances at the end
- Addressed guest concerns and issues, taking steps to resolve issues and boost customer satisfaction.
Server
Texas Steakhouse
07.2017 - 08.2018
- Kept up to date on the menu and special offers, recommending specific items based on customer preferences and food allergies
- Assisted customers in placing orders, explained menu items and suggested appropriate alternatives for customers with food allergies
- Kept an eye on guests for signs of intoxication and immediately alerted management
- Kept a high level of cleanliness and sanitation
- Kept track of the event's finances, including initial deposits, payments due, and balances at the end
- Addressed guest concerns and issues, taking steps to resolve issues and boost customer satisfaction.
Cashier
Harris Teeter
03.2018 - 07.2018
- Credit cards, checks, gift cards, and coupons were all processed by me
- Educated customers about promotions to increase sales
- Keep checkout areas clean and orderly and perform other cleaning tasks such as mopping floors and emptying trash cans
- Provide excellent customer service by scanning and bagging groceries quickly and courteously and answering phone calls
- Trained team members to work as cashiers following company policies and procedures.
ASCEP Assistant
Wilson County Schools
02.2017 - 06.2017
- Spoke with parents about their daily activities and positive and negative developments
- Planned and supervised age-appropriate activities such as reading, crafts, etc
- Prepared nutritious foods and beverages for children based on dietary recommendations and personal preferences
- Used developmentally appropriate discipline to enforce rules and manage behavior
- Provided tutoring and mentoring to school-aged children who required extra help.
Crew Member
McDonald's
12.2015 - 08.2016
- Restocked workstations with supplies and food display cases with fresh selections to reduce customer wait times during busy periods
- I am in charge of taking orders from customers
- Followed all company safety procedures
- Was in charge of serving food to customers
- Work at the cash register.
Education
Masters of Public Health -
The University of Arizona Global Campus
Chandler, AZ08.2024
Bachelor of Science - Biology
North Carolina Central University
Durham, NC12.2020
Associate of Arts -
Wilson Community College
Wilson, NC05.2017
High School Diploma -
High School
Wilson, NC05.2017
Skills
- Customer service
- Phone etiquette
- Microsoft Excel
- Serving experience
- Remote Support
- Escalation management
- Security awareness
- Technical issues analysis
- Issue Troubleshooting
Timeline
Tier 1 Technical Support Advisor
Apple
03.2023 - Current
Inbound Sales Representative
Spectrum
01.2022 - 02.2023
Server
Buffalo Wild Wings
10.2020 - 01.2024
Package Handler
Fedex
06.2020 - 08.2020
Store Attendant
Target
04.2020 - 12.2021
School Bus Driver
Durham Public School
10.2019 - 01.2022
Server
Texas Roadhouse
11.2018 - 12.2019
Cashier
Harris Teeter
03.2018 - 07.2018
Server
Texas Steakhouse
07.2017 - 08.2018
ASCEP Assistant
Wilson County Schools
02.2017 - 06.2017
Crew Member
McDonald's
12.2015 - 08.2016
Masters of Public Health -
The University of Arizona Global Campus
Bachelor of Science - Biology
North Carolina Central University
Associate of Arts -
Wilson Community College
High School Diploma -
High School