Delavian Mapp
Summary
Diligent Customer Service Representative with a solid background in customer service. Developed strong communication and problem-solving abilities in a fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into a new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Remote-Customer Service Representative
The Connection CC
05.2021 - Current
- Managed a high volume of phone calls
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Provided answers to potential customer inquiries regarding information on the company's products and services via phone or email
- Completed the research required to resolve or troubleshoot existing customer problems with the product or service via phone or email
- 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.
- Familiar with CRM systems
- Familiar with Processing customer orders and transactions
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products
- Met customer call guidelines for service levels, handle time and productivity
Sales Associate
Dollar Tree
06.2018 - 08.2020
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
- Stocked, arranged, and organized merchandise in front lanes to drive product sales
- Helped customers complete purchases and locate items
- Processed cash management transaction systems, including checks, cash, and credit purchases or refunds
- Resolved issues with Point-of-sale systems, card readers, and receipt printers to prevent customer delays
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges
Education
Associate of Arts -
Broward College
Davie, Florida12-2025
High School Diploma -
Everglades High School
Miramar, Florida06.2017
Skills
- Customer service
- Accountable
- Empathetic
- Patient
- Active listening
- Critical thinking
- Data entry
- CRM software
- Professional telephone demeanor
- Microsoft Dynamics CRM
- Salesforcecom
- Google Workspace
Certification
Certified Internet Web Professional-(CIW) Internet Business Associate, 06/01/17
Timeline
Remote-Customer Service Representative
The Connection CC
05.2021 - Current
Sales Associate
Dollar Tree
06.2018 - 08.2020
Associate of Arts -
Broward College
High School Diploma -
Everglades High School
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