Deltrese Winston
Baltimore,MD
Summary
Multifaceted Customer Service Lead with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset. Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals.
Overview
20
20
years of professional experience
Work History
Customer Service Lead
TransCore
White Marsh, MD
07.2021 - Current
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Assisted management in hiring decisions by conducting interviews and evaluating candidate potential.
- Implemented and developed customer service training processes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Leveraged advanced interpersonal skills to defuse difficult situations calmly while preserving long-term client relationships.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered constant flow of customer calls with minimal wait times.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Reduced average call handling time through efficient problem diagnosis and resolution techniques.
- Promptly responded to inquiries and requests from prospective customers.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved accounting, service and delivery concerns.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests for products, services, and company information.
- Organized regular team meetings to share best practices, driving continuous improvement within the department.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Cross-trained and backed up other customer service managers.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Sought ways to improve processes and services provided.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Paid attention to detail while completing assignments.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Account Executive
Comcast
White Marsh, MD
07.2019 - 07.2021
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Informed customers of promotions to increase sales productivity and volume.
- Executed successful sales strategies to convert leads into customers.
- Set and achieved company defined sales goals.
- Prepared additional quotes for current clients to upsell products and services.
- Serviced accounts and proposed new products and services to maximize revenue.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
- Contributed to team objectives in fast-paced environment.
- Achieved or exceeded company-defined sales quotas.
- Gained understanding of goals, objectives and processes to meet client business needs.
- Stayed current on company offerings and industry trends.
- Gathered information from clients to secure accounts, verify payment and identify special requirements.
- Negotiated prices, terms of sales and service agreements.
- Trained clients on product features and updates to secure buy-in.
- Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Paid attention to detail while completing assignments.
- Self-motivated, with a strong sense of personal responsibility.
- Organized and detail-oriented with a strong work ethic.
- Worked effectively in fast-paced environments.
- Assisted in the onboarding process for new clients, ensuring a smooth transition into the company''s roster of accounts.
- Managed sales cycle to maintain solid customer base.
- Worked closely with internal stakeholders to ensure timely delivery of products or services, resulting in high levels of client satisfaction.
Toll Collector
MDOT
Baltimore, MD
01.2019 - 01.2020
- Classified all vehicles passing through toll lanes in accordance with procedural requirements.
- Improved teamwork dynamics by actively participating in staff meetings, sharing insights on best practices for improved performance.
- Boosted overall productivity by proactively identifying bottlenecks in workflow processes and suggesting improvements accordingly.
- Addressed customer concerns and inquiries, providing information on toll rates, policies, and available payment options.
- Enhanced customer satisfaction by providing efficient service in toll collection and transaction processing.
- Handled cash with high accuracy and took care to check bills for fraud.
- Demonstrated adaptability by seamlessly transitioning between different lanes and roles as needed during shifts.
- Assisted in maintaining a safe environment for travelers through vigilant monitoring of the toll plaza area.
- Operated cash register to record transactions accurately and efficiently.
- Learned duties for various positions and provided backup at key times.
- Collected tolls, provided change and issued receipts to motorists quickly to maintain traffic flow.
- Expedited traffic flow by swiftly processing transactions, reducing wait times for motorists.
- Maintained high levels of accuracy in data entry tasks, ensuring proper documentation of vehicle types and fees collected.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Paid attention to detail while completing assignments.
Correctional Officer Sergeant
Maryland Department Of Corrections
Baltimore, MD
07.2004 - 01.2019
- Implemented new procedures for contraband detection that resulted in fewer incidents of illegal substances entering the facility.
- Increased security measures by regularly inspecting all areas of the facility for potential hazards or risks.
- Developed strong relationships with local law enforcement agencies to enhance information sharing and cooperation between organizations.
- Updated documentation systems which improved accuracy in reporting incidents.
- Oversaw control center, monitoring inmates, visitors, and employees for signs of suspicious behavior.
- Organized recreational activities that promoted positive interactions among inmates, reducing tensions and improving overall facility morale.
- Effectively managed high-stress situations while maintaining professionalism, demonstrating strong leadership skills under pressure.
- Inspected housing cells and directed teams completing in-depth searches for contraband or damage.
- Streamlined daily operations for efficient staff scheduling and effective resource allocation.
- Completed daily work report sheets and delegated tasks to employees.
- Assigned officer tasks such as cleaning cells and stocking clean laundry to keep prison running efficiently.
- Responded to emergency situations and provided first aid following facility guidelines.
- Checked all book in and discharges, making sure all charges have paperwork and all discharges have orders of discharge.
- Maintained order within the facility by enforcing institutional rules and regulations consistently.
- Collaborated with medical personnel to ensure proper care for inmates with health concerns or medical needs.
- Supervised 40 employees and performance of tasks and managed 1500 offenders.
- Enhanced inmate safety by conducting thorough cell searches and confiscating contraband items.
- Handled inmate counts and searches for missing inmates.
- Participated in development of correctional policies and procedures.
- Monitored and confirmed compliance with safety standards and regulations.
- Reduced instances of inmate altercations through proactive conflict resolution strategies and mediation techniques.
- Supervised dining hall, outdoor recreation area, vocational shop, and inmate housing unit.
- Resolved issues and disputes between inmates professionally and respectfully.
- Verified all prison visitors carried proper identification and had no contraband before entering institution.
- Gained strong leadership skills by managing projects from start to finish.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
- Resolved problems, improved operations and provided exceptional service.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Excellent communication skills, both verbal and written.
Education
No Degree - Business
Advanced Career Institute
Baltimore, MD06.1994
High School Diploma -
Edmondson Westside Senior High School
Baltimore, MD06.1993
Skills
- Inventory Control
- Merchandise Orders and Exchanges
- Strategic sales knowledge
- Computer Proficiency
- Call triaging
- Issue and Complaint Resolution
- Training material updates
- Employee Coaching
- Computer Skills
- Customer Account Management
- Calm Under Pressure
- POS systems expert
- Transaction Processing
- Payment Processing
- LiveChat Messaging
- Technical Support
- Call Management
- Order Processing
- Spreadsheets
- Data Entry
- Policies and Procedures Adherence
- Scheduling
- 40 wpm Typing Speed
- Problem Resolution
- Service Upselling
- Call Center Operations
- MS Office
- Paperwork Processing
- Complaint Investigation
- Email Etiquette
- Multi-Line Phone Systems
- Cash Handling
- Telephone Etiquette
- Sales closing
- Conflict Resolution
- Staff Training
- Follow-up skills
- Complaint resolution
- Microsoft Office
- Active Listening
- Understanding Customer Needs
- Sales Transactions
- Building rapport
- Administrative Support
- Money handling abilities
Timeline
Customer Service Lead
TransCore
07.2021 - Current
Account Executive
Comcast
07.2019 - 07.2021
Toll Collector
MDOT
01.2019 - 01.2020
Correctional Officer Sergeant
Maryland Department Of Corrections
07.2004 - 01.2019
No Degree - Business
Advanced Career Institute
High School Diploma -
Edmondson Westside Senior High School