Dekontee Brown
Worcester,Massachusetts
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Covidien
05.2024 - 12.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
B2B Customer Care Representative
Orange Liberia
06.2018 - 12.2023
- Mentored junior customer care representatives by sharing best practices, participating in joint calls or email exchanges to provide feedback and guidance as needed.
- Reduced response times for critical issues by implementing an escalation process that streamlined communication between departments involved in troubleshooting efforts.
- Facilitated timely order processing and delivery by liaising between customers, sales representatives, and logistics teams.
- Consistently met or exceeded performance targets by maintaining a strong focus on service quality, response time, and issue resolution metrics.
- Contributed to team success through active participation in regular meetings focused on continuous improvement initiatives for customer service processes.
Call Center Customer Service Representative
Orange Liberia
05.2016 - 06.2018
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Administrative Assistant
Gold Mine DRA Minerals Project
09.2015 - 04.2016
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Education
Bachelor Of Business Administration - Accounting
United Methodist University
Monrovia, Liberia04.2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Certification
Certificates below
1. Business Continuity and Crisis Management, Anti Money Laundering and Terrorist Financing ans Cyber Security.
2. Ethics and Compliance
Timeline
Customer Service Representative
Covidien
05.2024 - 12.2024
B2B Customer Care Representative
Orange Liberia
06.2018 - 12.2023
Call Center Customer Service Representative
Orange Liberia
05.2016 - 06.2018
Administrative Assistant
Gold Mine DRA Minerals Project
09.2015 - 04.2016
Bachelor Of Business Administration - Accounting
United Methodist University
Similar Profiles
Daniel GonzalezDaniel Gonzalez
Senior Manager, Operations at Covidien - MedtronicSenior Manager, Operations at Covidien - Medtronic
Yvonne SpainYvonne Spain
Line Lead at COVIDIEN/MEDTRONICLine Lead at COVIDIEN/MEDTRONIC
Cammi CasillasCammi Casillas
Line Specialist at Covidien/MedtronicLine Specialist at Covidien/Medtronic
Maryalyce DonovanMaryalyce Donovan
Middle School Physical Education Teacher at City of WorcesterMiddle School Physical Education Teacher at City of Worcester
Sanjae MurraySanjae Murray
Assistant Program Manager at Devereux Advanced Behavioral HealthAssistant Program Manager at Devereux Advanced Behavioral Health