Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Demetriacus Rakestraw

Dallas

Summary

Experienced and dedicated professional with a strong background in customer service. Recognized for reliability and adaptability, consistently driving team success and achieving business objectives. Proficient in troubleshooting, conflict resolution, effective communication, and providing Tier 2 support knowledge. Seeking an opportunity to apply skills in a challenging new role.

Overview

10
10
years of professional experience

Work History

Tier 2 Customer Service Representative

Genpact
12.2021 - 11.2024
  • Utilized problem-solving skills to address customer complaints.
  • Improved customer satisfaction and ensured a positive customer service experience by actively listening to concerns and providing prompt resolutions.
  • Managed high-pressure situations calmly, prioritizing tasks effectively while maintaining a professional demeanor.
  • Managed fraud cases for credit card accounts through chat and phone communication.
  • Handled disputes related to transactions and facilitated card replacements.
  • Processed payments, including sales and refunds, and approved or denied customer applications.
  • Crosstrained in multiple departments to provide seamless assistance regardless of the specific issue at hand.
  • Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.

Customer Service Specialist

EPI BREAD
07.2017 - 04.2020
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Customer Service

Amazon Corporation
07.2016 - 02.2017
  • Handling incoming calls from prime members, responding to inquiries, resolving problems, and correcting online orders.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Alleviated customer service needs with policy-appropriate solutions.


Toys Sales Associate

WALMART
03.2015 - 04.2016
  • Interacting with customers new and reoccurring as well as handling sales execution of sales events and company sales-building programs.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.

Education

HIGH SCHOOL DIPLOMA -

MACARTHUR HIGH SCHOOL
06.2015

Skills

  • Customer Service and Support
  • Strong Communication Skills
  • Problem Solving and Analysis
  • Typing speed
  • Data entry proficiency
  • Live chat support
  • Complaint management
  • Call handling
  • Remote support
  • Technical Proficiency in Microsoft Word and Data Entry
  • Adaptability and Ability to Work Under Pressure
  • Teamwork and collaboration

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Tier 2 Customer Service Representative

Genpact
12.2021 - 11.2024

Customer Service Specialist

EPI BREAD
07.2017 - 04.2020

Customer Service

Amazon Corporation
07.2016 - 02.2017

Toys Sales Associate

WALMART
03.2015 - 04.2016

HIGH SCHOOL DIPLOMA -

MACARTHUR HIGH SCHOOL

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Demetriacus Rakestraw