Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Deja Horton

Las Vegas,NV

Summary

Enthusiastic Account Specialist with a goal to drive business growth by delivering exceptional customer service and sales support. Possessing over 10 years of experience in telecommunications customer support, I am highly skilled in providing top-notch assistance to clients. My expertise includes customer care and IT technical support, enabling me to effectively address various customer needs. Eager to leverage my skills and experience to contribute to your company's success.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Account Specialist

TTEC
01.2024 - 11.2024
  • Identified opportunities for upselling or cross-selling products/services to enhance the customer experience
  • Utilized CRM software to track customer interactions, update account information, and document issue resolutions
  • Achieved monthly targets for average handle time (AHT) while maintaining quality standards for each interaction with customers
  • Recognized as a top performer within the department for consistently meeting or exceeding performance metrics
  • Provided exceptional customer service and support to ensure customer satisfaction
  • Resolved customer inquiries, complaints, and issues in a timely and professional manner
  • Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
  • Built strong relationships with customers through effective communication and personalized interactions

CSR - Customer Service Representative

CGS Tampa
01.2020 - 11.2023
  • Troubleshooting devices such as desktop, laptops, and tablets. Guided steps for password resets and Microsoft Bit-locker.
  • Provided exceptional customer service by promptly addressing and resolving customer inquiries, concerns, and complaints
  • Consistently met or exceeded individual performance metrics such as response time targets, first-call resolution rate, or CSAT scores
  • Proactively reached out to customers who had unresolved issues or expressed dissatisfaction to ensure their concerns were addressed satisfactorily
  • Achieved reduction in average call handling time through efficient problem-solving techniques
  • Identified trends in customer feedback and made recommendations for process improvements to enhance the customer experience
  • Implemented strategies to improve overall customer satisfaction ratings by
  • Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information
  • Managed a high volume of incoming calls, emails, and chats from customers in a timely manner
  • Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience

Home Health Care Aide

Adaptive Nursing & Healthcare Services
12.2017 - 01.2019
  • Provided compassionate and personalized care to elderly and disabled clients in their homes
  • Implemented individualized care plans developed by nurses or physicians
  • Assisted clients with activities of daily living, including bathing, dressing, grooming, and medication management
  • Promoted a positive atmosphere by engaging in meaningful conversations and activities with clients
  • Ensured proper hygiene practices by assisting with bathing, oral care, and toileting needs
  • Demonstrated strong problem-solving skills when faced with unexpected situations or changes in clients' conditions
  • Maintained a clean and organized work environment to ensure client safety
  • Demonstrated empathy towards clients' emotional well-being while maintaining professional boundaries
  • Promoted independence by encouraging self-care activities whenever possible
  • Collaborated with healthcare team members to coordinate appointments, transportation arrangements, and medical equipment needs for clients
  • Maintained accurate documentation of client care activities, including daily progress notes and incident reports
  • Provided companionship and emotional support to alleviate feelings of loneliness or isolation
  • Prepared nutritious meals according to dietary restrictions and assisted with feeding when necessary
  • Managed household tasks such as light housekeeping, laundry, and grocery shopping for clients
  • Monitored vital signs and reported any changes or concerns to healthcare professionals
  • Ensured a safe environment for clients by identifying potential hazards and taking appropriate measures to prevent accidents
  • Closely monitored changes in client behavior or health status that may indicate the need for medical intervention

Education

Diploma - General Studies

Pittsburg High School
06.2006

Skills

  • Revenue generation
  • Account growth
  • Industry expertise
  • Point-of-sale system
  • Billing issue resolution
  • Terms negotiation

Certification

Certified Home Health Aide

Timeline

Senior Account Specialist

TTEC
01.2024 - 11.2024

CSR - Customer Service Representative

CGS Tampa
01.2020 - 11.2023

Home Health Care Aide

Adaptive Nursing & Healthcare Services
12.2017 - 01.2019

Diploma - General Studies

Pittsburg High School

Similar Profiles

CREATE PROFILE
Deja Horton