Deleasha Frazier
Saginaw,MI
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develop strong working relationships with teams to boost performance and meet objectives. Recognized for exceptional motivational and problem solving skills. Personable customer service supervisor with background of effective leadership and excellent customer service. Facilitate effective departmental communication and coordination to drive productivity and customer satisfaction. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Great at organizing simultaneous office functions and direct administrative personnel. Skillfully coordinate resources and administrative support to keep operations smooth and boost team productivity. Diplomatic and respectful team player.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Consumers Energy
02.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Administrative Assistant
Distribution Interntional
05.2022 - 11.2022
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Handled client correspondence and tracked records to foster office efficiency.
Administrative Coordinator
Morley Companies
11.2021 - 04.2022
- Prepared detailed documents and reports in adherence administrative processes.
- Monitored and directed incoming mail and prepared outgoing mail.
- Collaborated in timely processing of billing and accounts receivables.
- Worked closely with others to accomplish timely invoicing and accounts receivables.
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using SRP software.
Customer Service Specialist /Shipping Supervisor
A Clean Cigarette
11.2012 - 11.2020
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Assisted with preparing information required for quotes and addressed potential service concerns.
- Standardized office structures and processes to promote collaboration and increased performance.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Resolved account issues to build rapport and relationships with clients.
- Assessed and authenticated customer exchanges, voids and returns.
- Created customer support strategy to increase customer retention.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
Education
BBA - Accounting/ Business Administration
Strayer University
Herndon, VA09.2024
Associate of Arts - Business Administration And Accounting
Strayer University
Herndon, VA12.2022
GED -
Education Training Center (ETC)
Saginaw, MI03.2004
Skills
- Team Management and Supervision
- Complex Problem Solving
- Microsoft Office Suite
- Logistics
- Project Management and Decision Making
- Employee Motivation and Discipline
- Customer Service Management
- Attention to Detail
- Multitasking and Prioritization
- Verbal and Written Communication
- Account Reconciliation
- Documentation and Record Keeping
- Billing
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 2-4 staff members.
- Documented and resolved customer issues which led to happy loyal customer.
- Achieved customer retention through effectively helping a new customer with navigating the website and placing an online order.
Affiliations
National Society of Collegiate Scholars Member
Phi Theta Kappa Member
Timeline
Customer Service Representative
Consumers Energy
02.2023 - Current
Administrative Assistant
Distribution Interntional
05.2022 - 11.2022
Administrative Coordinator
Morley Companies
11.2021 - 04.2022
Customer Service Specialist /Shipping Supervisor
A Clean Cigarette
11.2012 - 11.2020
BBA - Accounting/ Business Administration
Strayer University
Associate of Arts - Business Administration And Accounting
Strayer University
GED -
Education Training Center (ETC)
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