DeEddra Wallace
Arlington,TX
Summary
Dynamic and enthusiastic Customer Service Representative with over 20 years of experience in fast-paced environments, adept at addressing diverse customer needs. Recognized for a strong ability to build trust and rapport, fostering customer satisfaction while effectively resolving concerns. Committed to maintaining long-term loyalty through exceptional service and proactive communication. Proven track record of adapting strategies to meet evolving customer demands, ensuring a positive experience in every interaction.
Overview
22
22
years of professional experience
Work History
Senior AOG Customer Service Representative
Airbus Helicopters
11.2021 - Current
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed processing, scheduling and execution of customer purchase orders.
- Consulted with customers regarding needs and addressed concerns.
- Processed customer account changes with proprietary software.
- Handled diverse range of customer service, while entering orders in SAP.
Customer Service Representative
Airbus Helicopters, Inc.
08.2019 - Current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Handled diverse range of customer service, while entering orders in SAP.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Maintained high level of professionalism and calmness with all personnel, even in high-stress situations
- Compete AOG requirements and warehouse returns
Inventory Control Specialist
PCI GROIUP
03.2019 - 08.2019
- Manages inventory in supermarket warehouse to insure tight just-in-time activity.
- Worked with accounting to be proactive with inventory supplies.
- Monitor item locations
- Stay in contact with the main warehouse for deliveries
- Conduct cycle counts
Customer Service Representative
CARPENTER CO.
12.2003 - 03.2019
- Responds promptly to customer complaints
- Enters order into SAP
- Quickly and effectively solve customer discrepencies
- IOD testing and billing specialist
- Provide sample products for customers
- Complete AOG requirements
- Update open and close orders
- Perform data/filing management
- Plan delivery and billing orders
Education
Associate of Applied Science - Criminal Justice
Everest University - Tampa
Tampa, FL06.2012
Bachelor of Arts - Business Administration
Mississippi State University
Starkville, MS05.2006
High School Diploma -
OKOLONA HIGH SCHOOL
Okolona, MS05.1999
Associate of Applied Science - Computer Networking
Itawamba Community College
Fulton, Mississippi, MS05-2003
Skills
- Clear and concise speaking skills
- Proficient in computer applications
- Engaging presentation skills
- Customer engagement
- Warehouse operations management
- Efficient data input
- Electronic payment facilitation
- Product replenishment
- Proficient in shipping protocols
- Proficient in MS Office
- Efficient document digitization
- Client engagement
- Customer engagement through calls
- Collaborative team member
Education and Training
other,other,other
Timeline
Senior AOG Customer Service Representative
Airbus Helicopters
11.2021 - Current
Customer Service Representative
Airbus Helicopters, Inc.
08.2019 - Current
Inventory Control Specialist
PCI GROIUP
03.2019 - 08.2019
Customer Service Representative
CARPENTER CO.
12.2003 - 03.2019
Bachelor of Arts - Business Administration
Mississippi State University
High School Diploma -
OKOLONA HIGH SCHOOL
Associate of Applied Science - Criminal Justice
Everest University - Tampa
Associate of Applied Science - Computer Networking
Itawamba Community College