Demetria Gifford
Irmo,SC
Summary
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 31 years of service-focused experience.
Overview
31
31
years of professional experience
Work History
Customer Advocate
VerizonWireless
08.2000 - 08.2023
- Increased overall efficiency by streamlining workflows within the customer advocate team.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement.
- Generated detailed reports to track customer service metrics and overall customer satisfaction.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Listened to customers in actively to assess issues and provide accurate information.
Customer Service Representative
Intermedia Marketing
05.1996 - 10.1999
- Met customer call guidelines for service levels, handle time and productivity.
- Provided primary customer support to internal and external customers.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Sears
12.1992 - 07.1996
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Organized and detail-oriented with a strong work ethic.
- Worked effectively in fast-paced environments.
- Cultivated interpersonal skills by building positive relationships with others.
Education
High School Diploma -
Irmo High School
Columbia, SC06.1990
Skills
- Issue and Complaint Resolution
- Sales expertise
- Needs Assessment
- Data Evaluation
- Quality Assurance Controls
- Data entry skills
- Assertiveness
Voorhees College Denmark SC
1990-1991
Timeline
Customer Advocate
VerizonWireless
08.2000 - 08.2023
Customer Service Representative
Intermedia Marketing
05.1996 - 10.1999
Customer Service Representative
Sears
12.1992 - 07.1996
High School Diploma -
Irmo High School