Demond Balentine
Bella Vista,Arkansas
Summary
Knowledgeable customer service with over 10 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Field Resource Coordinator
Black Hills Energy
Fayetteville, AR
02.2022 - Current
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained strategic relationships with clients.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Mitigated business risks by working closely with staff members and assessing performance.
Customer Service Representative
Black Hills Energy
Fayetteville, AR
08.2017 - 02.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
Customer Service Associate
Walmart
Bentonville, AR
03.2015 - 08.2017
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Improved customer service wait times to mitigate complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Explained benefits, features and recommendations to maximize client retention.
- Operated multi-line phone system and online messaging system to communicate with customers.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Reviewed account and service histories to identify trends and resolve issues.
- Developed and organized electronic files to maintain customer service-related documents.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Partnered with internal teams to uncover customer needs and cross-sell opportunities.
Education
GED -
Gary Job Corps Center
San Marcos, TX04.1994
Some College (No Degree) -
University of Central Arkansas
Conway, ARSkills
- Goal Setting
- Assignment Delegation
- Team Leadership
- Hiring and Onboarding
- Performance Assessment
- Employee Motivation
- Sales Promotion
- Problem Anticipation and Resolution
- Sales Tracking
- Decision Making
- Performance Evaluation and Monitoring
- Customer Relations
- Verbal and Written Communication
- Special Promotions Planning
- Strategic Planning
- Word Processing
- Direct Sales
- Teamwork and Collaboration
- Relationship Building
Accomplishments
- Recognized as Employee of the quarter for outstanding performance and team contributions.
- Consistently maintained high customer satisfaction ratings.
- Led team to achieve company goals, earning recognition from upper management and financial reward.
Timeline
Field Resource Coordinator
Black Hills Energy
02.2022 - Current
Customer Service Representative
Black Hills Energy
08.2017 - 02.2022
Customer Service Associate
Walmart
03.2015 - 08.2017
GED -
Gary Job Corps Center
Some College (No Degree) -
University of Central Arkansas
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