DENISE KING
Swainsboro,GA
Summary
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
16
16
years of professional experience
Work History
Specialist I - Large Parcel Support
Wayfair LLC
Boston, MA
08.2023 - 06.2026
- Provided real time support to our delivery teams and assembly professionals.
- Assisted assembly professionals, customers and agents with reporting product issues and ordering replacements and rescheduling assembly appointments
- Worked with frontline agents and customers to review order details, Purchase Order History and Global Visibility tools to provide more accurate information regarding product delivery dates
- Handled 50+ calls daily from customers, agents, assembly professionals and driver teams and carrier managers.
- Maintained a 95% or higher on monthly customer surveys
- Followed company policies and procedures when answering calls and working assigned tickets
- Provided feedback to upper management teams from customers and myself to assist with a better customer service experiences
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced customer satisfaction with timely and accurate issue resolution.
Senior SSC
Wayfair, LLC
Boston, MA
11.2020 - 08.2023
- Handle over 50 call per day from consumer and business account customers
- Process damage claims, return request and replacement items or parts
- Handle escalated issues to restore trust
- Interface daily with internal partners in our finance, executive resolutions, customer advocacy teams and escalated unresolved issues to our customer and resolution experts.
- Reliable and positive source of help and encouragement to team members and peers
- Attend daily virtual meeting and after work pod outings
Customer Care Representative
Tumi Inc
Vidalia, GA
06.2017 - 04.2020
- Handled 50+ inbound calls regarding online purchases, return labels, order refunds and UPS investigations and follow-ups.
- Interacted continuously with end-users consumers, Account Executives, Sales & Marketing, Distribution departments, Authorized Repair Managers, Retail Store Manager and Associates.
- Handled inbound/outbound calls in a professional, prompt and accurate manner.
- Resolved warranty issues according to company guidelines.
- Issued replacement bags and accessories according to company guidelines.
- Resolved estimate issues, processed payment for repairs and release bags for repairs or back to owners.
- Worked closely with repair operations to ensure repairs were completed on a timely basis.
- Responded to correspondence via email or SMS in a timely manner.
Emergency Roadside/Accident Towing Dispatcher
Government Employee Insurance Company, GEICO
Macon, Ga
03.2019 - 10.2019
- Handled 50+ inbound/outbound calls promptly in a professional manner
- Set up roadside service for policyholders for the following services: jump-starts, tow, flat tires, lockouts and winching.
- Set up towing services for policyholder and claimants involved in vehicle accidents.
- Outbound calls to tow yards for vehicle fees and release information.
- Outbound calls to providers to set up services for follow-ups on driver statuses.
- Inbound calls from providers to add services to purchase orders or policyholder/claimants follow-ups.
- Outbound/inbound calls dealing with Claim Adjusters to set up accident tows to/from tow yards to collision repair facilities.
- Responded to correspondence received via email promptly.
Office Coordinator
Decisive Communications
Apex, NC
10.2016 - 03.2017
- Compiled and analyzed weekly damage reports to support Charter Communications and operational efficiency.
- Managed daily updates and tracking of underground aerial pole transfer commercial and emergency jobs using Excel spreadsheets.
- Executed weekly processing of contractor invoices and adjustment memos to maintain financial accuracy.
- Facilitated processing of contractor invoices by placing approved documents on server for accounts payable team.
- Managed documentation of completed jobs to ensure accuracy during weekly invoicing sessions.
- Facilitated weekly safety meetings to enhance workplace safety protocols.
- Reviewed and verified weekly timesheets, facilitating accurate payroll processing.
Cashier/Service Desk Associate
Walmart Inc
Swainsboro, GA
04.2016 - 09.2016
- Engaged with customers to enhance their shopping experience through attentive service and support.
- Processed customer payments accurately, providing exceptional service and ensuring smooth exchange for goods and services.
- Managed cash check and credit card payment transactions, maintaining compliance with financial protocols.
- Executed payment processing for Walmart and Sam's Club credit card accounts.
- Executed merchandise return transactions, providing customers with refunds through cash credits, store shop card balances, or facilitating exchanges for different items.
- Managed and verified money transfer requests, ensuring compliance with operational protocols for MoneyGram and Walmart2Walmart.
- Managed reloads and unloads of prepaid credit cards and store shop cards to facilitate seamless customer transactions.
- Administered money order requests, conducted check cashing services, and coordinated bill payment activities to streamline financial transactions.
Customer Service Representative
Cablevision Communications
Newark, NJ
09.2010 - 02.2015
- Responsible for providing superior customer service support on all 3 products, television, internet and telephone.
- Effective and efficient handling of customer transactions in real time using multiple software applications.
- Consistently follow up on promises and commitments.
- Appropriately identified and escalated unresolved issues.
- Provided route customer service billing support including bill explanation, processing check/credit card payments, issuing credits and handling collection issues.
- Accurately documented databases as required.
- Maintained effective working knowledge and collection processes.
- Identified and handled upgrade and retention opportunities as appropriate.
- Adhered to strict schedule.
Education
Some College (No Degree) - Criminal Justice
DeVry University
Addison, ILSkills
- Highly personable customer service professional with over 20 years of experience in account management, claims and call center operation
- Self-motivated, efficient and resourceful
- Excellent communication and interpersonal skills
- Confident and poised allowing for positive interactions with individuals at all levels
- Detailed oriented and resourceful in completion of task ability to multitask effectively
- Demonstrated ability to work independently or with team to achieve objectives
Timeline
Specialist I - Large Parcel Support
Wayfair LLC
08.2023 - 06.2026
Senior SSC
Wayfair, LLC
11.2020 - 08.2023
Emergency Roadside/Accident Towing Dispatcher
Government Employee Insurance Company, GEICO
03.2019 - 10.2019
Customer Care Representative
Tumi Inc
06.2017 - 04.2020
Office Coordinator
Decisive Communications
10.2016 - 03.2017
Cashier/Service Desk Associate
Walmart Inc
04.2016 - 09.2016
Customer Service Representative
Cablevision Communications
09.2010 - 02.2015
Some College (No Degree) - Criminal Justice
DeVry University