Summary
Overview
Work History
Education
Skills
Timeline
Generic

De’ja Pettiford

Jacksonville,FL

Summary


Customer service professional with reputation for high standards and delivering results. Extensive experience in managing customer interactions and resolving issues promptly. Known for excellent team collaboration and adaptability to changing demands, with strong communication and interpersonal skills.

Overview

7
7
years of professional experience

Work History

CSR

UF Health Jacksonville
07.2024 - Current
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of patient satisfaction .
  • Answered patient telephone calls promptly to avoid on-hold wait times.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.

Learning and Development Specialist

Fanatics
08.2020 - 04.2024
  • Evaluated training program effectiveness, adjusting content as needed to maximize learning outcomes.
  • Increased employee retention rates by developing engaging onboarding and orientation processes.
  • Partnered with HR in succession planning identifying key candidates for promotion or lateral moves within the organization based on their strengths and developmental needs.
  • Aligned training programs with organizational goals, ensuring that learning initiatives directly supported overarching business objectives.
  • Streamlined training process for new hires, accelerating time to productivity.

Customer Care Specialist

Coach
01.2023 - 11.2023
  • My job duties include handling inbound/ outbound calls.
  • Assisting customers with placing orders, tracking packages, as well as initiating returns and disputes.
  • Understanding customers’ needs and problems. Documenting all call information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Shift Manager

Firehouse Subs
01.2018 - 01.2020
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Tracked receipts, employee hours, and inventory movements.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.

Education

Diploma -

Sandalwood High School
Jacksonville, FL
06-2015

Skills

  • COMPUTER PROFICIENCY MS OFFICE
  • COMMUNICATION AND PEOPLE SKILLS
  • ORGANIZATIONAL KNOW-HOW
  • PROBLEM SOLVING ABILITIES
  • QUICK AND EAGER TO LEARN
  • COLLABORATION TALENT
  • Call center experience

Timeline

CSR

UF Health Jacksonville
07.2024 - Current

Customer Care Specialist

Coach
01.2023 - 11.2023

Learning and Development Specialist

Fanatics
08.2020 - 04.2024

Shift Manager

Firehouse Subs
01.2018 - 01.2020

Diploma -

Sandalwood High School

Similar Profiles

CREATE PROFILE