Demarqueiz Henry
Killeen,US
Summary
Dynamic and dependable professional with 8 years of customer service experience in a high-volume call-center environment, including 7 years in a supervisory role overseeing team performance, coaching staff, and ensuring quality service delivery. Experienced in package delivery operations with a strong track record of efficiency, accuracy, and safety. Background includes overnight stocking and warehouse support at Walmart, ensuring inventory organization, back-room operations, and timely merchandise replenishment. Additional retail experience as a Softlines Associate at Kmart, specializing in customer assistance, store presentation, and product management. Certified in Office Administration through accredited trade-school training, bringing strong administrative, communication, and organizational skills suited for both office and operational roles.
Overview
11
11
years of professional experience
Work History
Delivery Driver
Kargo Krew
Round Rock
09.2025 - Current
- Delivery driverDemonstrated strong communication skills while interacting with customers, ensuring a positive delivery experience.
- Executed timely deliveries across designated routes, enhancing customer satisfaction and fostering repeat business.
- Worked closely with logistics teams to optimize delivery schedules, resulting in improved efficiency and reduced delays.
- Monitored traffic patterns and adjusted routes proactively, leading to significant time savings and increased productivity.
- Maintained accurate delivery logs and documentation, ensuring compliance with company policies and enhancing operational transparency.
- Executed timely deliveries across designated routes, boosting customer satisfaction and driving repeat business through reliable service.
Supervisor
Teleperformance
Killeen, Texas
10.2016 - 09.2025
- Team Management Supervise agents: Oversee a team of customer service agents, ensuring they adhere to company policies and maintain high performance.
- Monitor performance: Track key performance indicators (KPIs) like call resolution time, customer satisfaction, and first-call resolution, providing feedback to agents.
- Provide coaching and training: Conduct regular training sessions and one-on-one coaching to improve agent skills and performance.
- Monitor calls: Listen to recorded or live calls to ensure quality standards are being met. Provide constructive feedback to agents based on these reviews.
- Ensure adherence to scripts: Make sure that agents are following company scripts and guidelines for consistency and compliance
- Handle attendance issues: Track agent attendance and address any issues with absenteeism or tardiness.
- Performance Reporting and Analytics- Track KPIs: Regularly track and analyze key metrics such as average handle time (AHT), customer satisfaction (CSAT), and service level agreements (SLAs).
- Motivate the team: Implement strategies to keep agents motivated, such as recognition programs, team-building activities, or incentives.
- Pioneered recognition programs and team-building activities, significantly improving agent morale and retention. Introduced novel approaches to script adherence and compliance.
Softline Associate
Kmart
Minot, North Dakota
01.2016 - 10.2016
- Perform other duties as assigned Coordinated with department supervisors to optimize staffing and meet retail goals, ensuring efficient operations and customer satisfaction.
- Managed donation process, meticulously sorting and pricing items while maintaining a well-organized sales floor and inventory rotation.
- Provided exceptional customer service, addressing product inquiries and fostering a safe, welcoming environment for shoppers and team members.
- Implemented cross-departmental training initiatives, enhancing team versatility and operational flexibility in various store areas.
- Drove sales through strategic product placement, timely inventory updates, and proactive customer engagement, contributing to overall store performance.
- Partnered with supervisors to optimize staffing across departments, enhancing operational efficiency and customer satisfaction in a fast-paced retail environment.
Overnight stocking
Walmart
Minot, North Dakota
01.2015 - 01.2016
- Executed efficient stocking protocols, ensuring product availability and enhancing customer satisfaction during peak hours.
- Conducted thorough inventory checks to maintain stock accuracy, contributing to reduced discrepancies and streamlined operations.
- Worked closely with team members to optimize shelf organization, fostering a cohesive environment and improving overall store aesthetics.
- Demonstrated strong teamwork and communication skills, assisting colleagues in achieving nightly goals and maintaining a positive work atmosphere.
- Implemented strategic stocking methods to maximize shelf space, leading to substantial improvements in product visibility and sales.
- Developed a streamlined process for organizing stock deliveries, reducing unloading times and enhancing overall operational efficiency.
Education
Business Management - Business Management
Minot State University
Minot, North Dakota03.2016
Office Administration Certified - undefined
Burdick Job Corps
Minot, North Dakota06.2014
Skills
- Multitasking
- Prioritizing
- Organization
- Technical skills
- Interpersonal skills
- Problem-solving
- Dependability
- Leadership
- Sales experience
- Technical support experience
Additional information
- Leadership Roles
- Vice President – Park and Recreation – Burdick Job corps
- Suite Ambassador - Burdick Job Corps
- Supervisory - Teleperformance
Timeline
Delivery Driver
Kargo Krew
09.2025 - Current
Supervisor
Teleperformance
10.2016 - 09.2025
Softline Associate
Kmart
01.2016 - 10.2016
Overnight stocking
Walmart
01.2015 - 01.2016
Business Management - Business Management
Minot State University
Office Administration Certified - undefined
Burdick Job Corps