Summary
Overview
Work History
Education
Skills
Timeline
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Decoya Watson

Phoenix,AZ

Summary

Seasoned Senior Agent with strong background in customer service, sales and communication. Possess deep knowledge of industry best practices and proven ability to manage complex tasks while ensuring client satisfaction. Notable for problem-solving skills, adaptability to change, and leadership capabilities which have significantly contributed to previous work success.

Overview

7
7
years of professional experience

Work History

Senior Agent

Hello Super
Phoenix, AZ
05.2023 - Current
  • Performed verification of customer accounts and ensured data accuracy.
  • Researched and evaluated customer information for compliance with internal policies and procedures.
  • Assisted in the development of new verification methods and processes.
  • Analyzed customer feedback to identify areas of improvement in the verification process.

Team Leader

EMCOR
Chandler, AZ
06.2020 - 04.2023
  • Ensured procedures were consistently followed in daily tasks
  • Established clear expectations for employees, providing guidance when needed.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Created training materials and conducted group trainings on new processes or procedures.

Team Lead

Zovio
Chandler, AZ
02.2018 - 05.2020
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Ensured compliance with company policies and procedures throughout the team.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Organized regular meetings with all stakeholders to ensure clear communication between departments.

Education

High School Diploma -

Summit High School
Phoenix, AZ
05-2012

Skills

  • Succession Planning
  • Observance of standards
  • Employee Relations
  • Customer rapport building
  • Expert in CRM software
  • Operations Management
  • Coaching
  • Complaint resolution
  • Team Supervision
  • Staff education and training

Timeline

Senior Agent

Hello Super
05.2023 - Current

Team Leader

EMCOR
06.2020 - 04.2023

Team Lead

Zovio
02.2018 - 05.2020

High School Diploma -

Summit High School

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Decoya Watson