Decatur McCalston
Fayetteville,US
Summary
Dedicated professional motivated to address customer concerns directly and efficiently. Strong focus on developing proactive solutions and implementing corrections swiftly. Solid team player with an outgoing and upbeat demeanor, excelling at building rapport with clients and fostering positive relationships. Detail-oriented and organized approach ensures meticulous work, even when operating at a fast pace to meet tight deadlines. Enthusiastic team member, eager to contribute to the company's success and support colleagues in achieving shared goals.
Overview
5
5
years of professional experience
Work History
Tier 1 Technical Support Advisor
Apple
Morrisville, NC
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.
Inbound Sales Representative
Spectrum
Morrisville, NC
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.
Server
Buffalo Wild Wings
Durham, NC
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.
School Bus Driver
Durham Public School
Durham, NC
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
Durham, NC
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.
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
Store Attendant
Target
04.2020 - 12.2021
School Bus Driver
Durham Public School
10.2019 - 01.2022
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