Demetria Blakely
Bloomington,MN
Summary
Experienced with handling customer inquiries and providing effective solutions. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of maintaining positive client relationships and adapting to dynamic service environments.
Overview
2027
2027
years of professional experience
Work History
Customer Support Specialist
US Bank Equipment Finance
Saint Paul, MN
02.2025 - Current
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Assisted clients with equipment financing options to facilitate smooth transactions.
- Maintained accurate records of customer interactions and transactions in CRM system.
- Collaborated with team members to enhance service delivery processes and improve client satisfaction.
Customer Service Specialist
Voya Financial
07.2018 - 05.2024
- Processed insurance applications and loan inquiries, requested more information, as needed for the application, and informed of customers of approvals and denials
- Confer with 60-70 customers daily by telephone to provide information about insurance products, cancel accounts, or obtain details of complaints.
- Showed empathy and maintained patience with customer's calling about life insurance claims for the deaths of loved ones
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Developed client relationships to support employers with their company life insurance offerings.
Customer Service Representative
CenturyLink
03.2016 - 06.2018
- Answered 60-100 calls per day
- Diagnosed and resolved technical issues surrounding internet connection, phone line and cable
- Advised people, over the phone, through resolving technical issues with their internet, phone line and cable
- Handled customers' complaints about increasing service prices
- Restored service and collected on delinquent accounts
Customer Care Representative
Apac
03.2014 - 01.2016
- Answered 60-100 inbound calls daily
- Position began as Verizon Wireless customer support and switched to Optum health insurance customer support, as contracts changed
- Troubleshooted issues with billing and devices, opened new accounts
Optum
- Obtained pharmacy technician license to handle prior authorizations
- Contacted doctors to request prior authorization paperwork to be completed or corrected, as needed, when requested by pharmacies
- Handled customer questions and complaints about their medications & explained prior authorization process to customers
Advocate
Tubman
03.2013 - 06.2013
- Conducted intakes for domestic violence survivors and their families, seeking services
- Provided crisis counseling and emotional support to women and children, experiencing domestic violence and homelessness
House Manager
Center for Women Against Domestic Violence
10.2008 - 07.2012
- Answered 24-hr crisis hotline to give information about safe houses worldwide
- Connected callers with housing, job & treatment referrals
Customer Service Representative
Cellular One
12.2001 - 06.2004
- Answered over 100 incoming daily, to handle contract extensions and billing issues
Front Desk Agent
San Marco Apartments
05.2001 - 07.2001
- Interacted with residents from 73 units: half the units were focused on substance use treatment and half the units support people with disabilities
- Supported people with disabilities to attend appointments, take medications, and first aid care
Education
No Degree - Liberal Arts
Lake Superior College
Duluth, MNNo Degree - Social Work
University of Wisconsin, Superior
Superior, WISkills
- Claims management
- Insurance application processing
- Loan processing inquiries
- Building client relationships
- Process documentation
- Client support
- Customer support specialist
- Conflict de-escalation
- Technical troubleshooting
- Compassionate communication
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
Customer Support Specialist
US Bank Equipment Finance
02.2025 - Current
Customer Service Specialist
Voya Financial
07.2018 - 05.2024
Customer Service Representative
CenturyLink
03.2016 - 06.2018
Customer Care Representative
Apac
03.2014 - 01.2016
Advocate
Tubman
03.2013 - 06.2013
House Manager
Center for Women Against Domestic Violence
10.2008 - 07.2012
Customer Service Representative
Cellular One
12.2001 - 06.2004
Front Desk Agent
San Marco Apartments
05.2001 - 07.2001
Optum
No Degree - Liberal Arts
Lake Superior College
No Degree - Social Work
University of Wisconsin, Superior
Personal Information
ID Number: 2185221710