Summary
Overview
Work History
Education
Skills
Timeline
Generic
Denise Windham

Denise Windham

CSR, Agent, Team Lead, Remote
Ellisville,MS

Summary

Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Devoted personal care professional skilled in fostering client health and convenience through assisting with daily activities and health needs. Driven to promote healthy habits to encourage client well-being by demonstrating healthy habits. Dedicated to applying emerging techniques to derive best possible outcomes. Compassionate Direct Care Worker with CBRF certification. Accommodating and respectful professional with hands-on experience providing companionship and emotional support. Proficiently documents vital statistics and health metrics. Outgoing Direct Care Worker experienced with patients with disabilities and acute ailments. Well-versed in assisting patients with daily living tasks. Committed to improving patient well-being through personal care and interactive engagement. Patient and calm Direct Care Worker with in-depth understanding of medication administration and medical equipment operations. Assists with activities of daily living, preparing meals and housekeeping. Committed to top-notch care for disabled, impaired and chronically ill individuals. Committed Direct Care Worker brings success in healthcare roles. Skilled at assisting with daily living activities and meal preparation. Focused on maintaining client safety and comfort through continuous monitoring Dedicated Customer service representative/Agent talented at processing high volumes of error-free transactions and meeting departmental goals. Offers 3 years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

18
18
years of professional experience

Work History

Agent Services Representative

Qualfon
Coeur D'Alene, ID
09.2022 - Current
  • Answered customer inquiries in a timely and professional manner.
  • Provided assistance to customers regarding account information, billing inquiries, and technical support.
  • Resolved customer complaints by investigating issues and providing solutions.
  • Responded to incoming calls from customers with accurate and helpful information.
  • Created detailed reports on customer interactions and transactions.
  • Maintained records of customer interactions and transactions for future reference.
  • Updated customer accounts with new or changed contact information.
  • Assisted customers with product selection based on their needs.
  • Monitored customer service queues to ensure all requests were handled promptly and efficiently.
  • Utilized software programs such as CRMs or ticketing systems for tracking purposes.
  • Analyzed data from various sources to identify trends in customer service needs.
  • Worked closely with other departments in order to meet deadlines or goals set forth by senior management.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Set up and activated customer accounts.
  • Supported sales team members to drive growth and development.
  • Determined accurate prices for Internet customer services, consistently searching for deals and best prices.

Direct Care Worker

Ellisville State School
Ellisville, MS
02.2020 - 04.2022
  • Made beds, swept floors and sanitized surfaces to support activities of daily living.
  • Maintained daily living standards by assisting clients with personal hygiene needs.
  • Helped clients with personal needs from exercise to bathing and personal grooming.
  • Assisted with client personal care needs to foster independence and well-being.
  • Engaged with patients and families to provide emotional support and daily living instruction.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
  • Laundered clothing and bedding to prevent infection.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Reported concerns to nurse supervisor to promote optimal care.
  • Liaised with supervisor to review cases and improve care.
  • Directed patients in passive and active ROM exercises to maintain musculoskeletal functions and increase strength.
  • Developed patient care plans with doctors and registered nurses.
  • Cultivated relationships with residents to support happiness and emotional well-being.
  • Improved resident and staff engagement through group activities.

Customer Service Representative

Maximus Federal
Hattiesburg, MS
09.2021 - 01.2022
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Made outbound calls to obtain account information.
  • Reviewed account and service histories to identify trends and issues.
  • Set up and activated customer accounts.
  • Exceeded company productivity standards on consistent basis.

Customer Service Agent 2

Savilinx
Hattiesburg, MS
04.2020 - 09.2021
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Managed high-volume of inbound and outbound customer calls.
  • Documented conversations with customers to track requests, problems and solutions.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Investigated and solved routine, complex and long-standing customer issues each day.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Responded to customer requests for unavailable products and suggested other suitable options.
  • Returned all routine and general customer calls in good time.
  • Implemented services to assist company in maintaining exceptional client service ratings on external audits.
  • Conducted CRM tasks to maintain quality assurance satisfaction levels.
  • Used electronic documentation, reference tools and automated training to drive customer service ratings.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Reviewed account and service histories to identify trends and issues.
  • Recommended improvements to products and services to mitigate complaints.
  • Worked with supervisor to develop customer service improvement initiatives.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
  • Exceeded company productivity standards on consistent basis.

Cashier

Keith Superstore
Ellisville, Mississippi
01.2019 - 02.2020
  • Operated cash register, collected payments and provided accurate change.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Helped customers find specific products, answered questions and offered product advice.
  • Worked closely with front-end staff to assist customers.
  • Processed sales transactions to prevent long customer wait times.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Met high productivity standards in processing payments for customers.
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.
  • Helped with purchases, locating items and signing up for rewards programs.
  • Maximized sales potential by preparing, storing, rotating and merchandising products at point-of-sale.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Scanned customer purchases and supported transactions to streamline sales process.
  • Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
  • Inspected items for damage and obtained replacements for customers.
  • Verified customer identification for alcohol or tobacco purchases.
  • Answered customer quests, provided store information and escorted to desired store areas.
  • Received payments for products and issued receipts.
  • Observed company return policy when processing refunds by inspecting merchandise for wear or damage.
  • Promoted specific item options to drive sales and achieve add-on purchases.
  • Resolved customer complaints and escalated worsening concerns for remediation.
  • Assisted customers with account updates, new service additions and promotional offers.
  • Maintained professional store appearance by inspecting checkout areas and directing team members in cleaning, trash removal and other actions.
  • Increased sales by suggesting specific complementary items to customers.
  • Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans and maximize performance.

CSR, Sales

Sitel
Ellisville, MS
01.2018 - 02.2020
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Followed up with customers to ensure their satisfaction with products or services they received.
  • Generated sales leads through cold calling and outbound calls in order to increase revenue growth.
  • Responded promptly to all incoming sales inquiries from potential customers.
  • Developed and maintained relationships with existing customers in order to facilitate repeat business opportunities.
  • Assisted in developing marketing strategies for new product launches and promotions.
  • Identified prospective clients by using business directories, following leads from existing clients, participating in organizations and clubs, attending trade shows and conferences.
  • Gathered market intelligence on competitors' activities including pricing structure, promotional campaigns.
  • Analyzed customer feedbacks and surveys data in order to identify trends in customer preferences and interests.
  • Conducted price negotiations with customers while staying within company guidelines.
  • Performed account maintenance duties such as updating customer information in CRM system.
  • Created detailed reports regarding sales performance metrics such as daily call volumes and average handle time.
  • Collaborated with other teams such as marketing department in order to coordinate brand awareness initiatives.
  • Educated customers on product features and benefits so that they can make informed decisions when purchasing a product or service.
  • Processed orders accurately and efficiently according to established procedures and timelines.
  • Ensured compliance with applicable laws and regulations related to sales process.
  • Adhered strictly to company policies and procedures while handling customer queries and requests.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • 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.
  • Educated customers on special pricing opportunities and company offerings.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Set up and activated customer accounts.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Improved customer service wait times to mitigate complaints.
  • Made outbound calls to obtain account information.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
  • Increased profitability and revenue by generating $2,500 in sales.
  • Posed as models for advertising, artistic creation and display of goods.

Cleaning Crew Member

Sevpro
Laurel, MS
05.2017 - 11.2019
  • Vacuumed floors and dusted furniture to maintain organized, professional appearance.
  • Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
  • Handled and stored hazardous chemicals safely to prevent injury or illness.
  • Checked inventory for required supplies and made lists for needed cleaning products.
  • Created checklists for daily stocking of housekeeping carts to improve inventory management and prevent unnecessary trips to stockroom.
  • Operated carpet extractors and floor buffers while adhering to corporate safety measures.
  • Reduced cleaning time significantly while maintaining company quality standards.
  • Kept bathrooms in clean, functional condition by scrubbing stalls, cleaning toilets and tidying storage shelves.
  • Collected trash from floors within hallways, bathrooms and work areas.
  • Sanitized frequented areas and equipment using approved supplies.
  • Vacuumed carpeted areas and mopped solid surfaces with proper chemical solutions.
  • Removed trash bags, broke down boxes and placed recyclable materials in designated disposal areas.
  • Scrubbed bathrooms, removing soap scum, mold and excess dirt from sinks and shower area.
  • Restocked supplies, replacing toiletries, liners and soaps.
  • Replenished supply of hand soap, paper towels and other consumables.
  • Transported trash and hazardous waste to appropriate disposal area.
  • Responded to emergency cleaning requests to meet client expectations.
  • Maintained safety protocols through safe handling of equipment and chemicals.
  • Stripped, sealed, finished and polished floors to maintain appearance and remove scratches.
  • Performed and documented routine inspection and maintenance activities to meet client expectations.
  • Performed daily dusting, leather and wood surface polishing and wall washing.
  • Promoted building security, locking doors and checking electrical appliances for safety hazards.
  • Strengthened building cleanliness by inspecting perimeters, picking up trash and sweeping sidewalks.
  • Took rugs and mats from interior floors to beat dust outside of building.
  • Buffed tile floors to maintain polished appearance.
  • Reduced average cleaning time per room by implementing fewest steps system.

Machine Operator

Stion
Hattiesburg, MS
11.2013 - 03.2016
  • Set up machines for various jobs to maintain compliance with manufacturing thresholds and waste reduction initiatives.
  • Detected work-piece defects and machine malfunctions, maintaining apparatus to prevent future issues.
  • Lubricated parts and performed minor maintenance to improve machine function.
  • Documented daily production data and submitted accurate time logs to keep management up-to-date, using computers.
  • Established and adjusted feed rates and cutting parameters to keep operations in line with production demands.
  • Read and understood blueprints, product specifications and tooling instructions to plan correct operational sequences and prevent materials waste.
  • Operated multiple fabricating machines, cutoff saws, shears, rolls, brakes, presses and forming or spinning machines.
  • Selected proper cutting tools, calculating parameters to manufacture components and parts.
  • Fastened and adjusted jigs and stops on machine tables to facilitate positioning of materials.
  • Executed bench, machine and hand tool work by shaping, fitting and assembling machine parts from metal stock.
  • Used bolts, shackles and clamps to connect pulleys and blocks to fixed overhead structures.
  • Used CNC and manual equipment to perform rough and finishing machining, working with tin, sheet iron and sheet copper.
  • Painted and applied protective coatings to various parts to prevent water, oxygen and electrolytes from coming in contact with metal.
  • Calibrated machinery to optimize performance according to prescribed standards and specific project needs.
  • Troubleshot and repaired machines to increase productivity and decrease spending.
  • Designed detailed preventive maintenance schedules to enhance tool performance.
  • Assigned tasks to employees and monitored productivity, performance and task completion.
  • Assigned individual work plans and reviewed jobs to accomplish tasks within expected parameters.
  • Controlled material usage to keep costs low, proactively investigating and resolving discrepancies to minimize waste.
  • Supervised equipment upgrades and modifications.
  • Identified and helped resolve nonconforming product issues to support accurate order fulfillment.
  • Coordinated scanning and color-correction of original artwork and procured duplicate printing files.

Machine Operator

PTT
Ellisville, MS
07.2006 - 03.2014
  • Set up machines for various jobs to maintain compliance with manufacturing thresholds and waste reduction initiatives.
  • Detected work-piece defects and machine malfunctions, maintaining apparatus to prevent future issues.
  • Lubricated parts and performed minor maintenance to improve machine function.
  • Established and adjusted feed rates and cutting parameters to keep operations in line with production demands.
  • Read and understood blueprints, product specifications and tooling instructions to plan correct operational sequences and prevent materials waste.
  • Operated multiple fabricating machines, cutoff saws, shears, rolls, brakes, presses and forming or spinning machines.
  • Selected proper cutting tools, calculating parameters to manufacture components and parts.
  • Maintained assigned equipment and performed daily inspections to increase equipment lifetimes and cut costs 100%.
  • Fastened and adjusted jigs and stops on machine tables to facilitate positioning of materials.
  • Used CNC and manual equipment to perform rough and finishing machining, working with tin, sheet iron and sheet copper.
  • Used bolts, shackles and clamps to connect pulleys and blocks to fixed overhead structures.
  • Executed bench, machine and hand tool work by shaping, fitting and assembling machine parts from metal stock.
  • Painted and applied protective coatings to various parts to prevent water, oxygen and electrolytes from coming in contact with metal.
  • Calibrated machinery to optimize performance according to prescribed standards and specific project needs.
  • Troubleshot and repaired machines to increase productivity and decrease spending.
  • Designed detailed preventive maintenance schedules to enhance tool performance.
  • Assigned tasks to employees and monitored productivity, performance and task completion.
  • Assigned individual work plans and reviewed jobs to accomplish tasks within expected parameters.
  • Controlled material usage to keep costs low, proactively investigating and resolving discrepancies to minimize waste.
  • Coordinated scanning and color-correction of original artwork and procured duplicate printing files.

Shift Leader

Howard's Industry
Laurel, MS
07.2008 - 10.2013
  • Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
  • Monitored employee performance to ensure compliance with company policies and procedures.
  • Assisted in training new employees on shift operations.
  • Scheduled team members for shifts based on business needs and customer demand.
  • Maintained an organized work environment by delegating tasks to staff as needed.
  • Confirmed accuracy of daily sales reports before submitting them to management for review.
  • Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale.
  • Communicated effectively with other departments within the organization regarding staffing needs or operational issues.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
  • Wrote and submitted reports on industry trends, prompting managers to develop business plans.

Education

GED -

Jones Jr College
Ellisville

Skills

  • Quality program protocols
  • Community activities
  • Case management experience
  • Client documentation
  • Behavior redirection
  • Client safety and first aid
  • Compassionate client care
  • Client satisfaction
  • Housekeeping
  • Meal preparation
  • Report creation
  • Data evaluation
  • Report generation
  • In-store support
  • High-energy attitude
  • Problem-solving abilities
  • Microsoft Office expertise
  • Office equipment proficiency
  • System implementation
  • Business development understanding
  • Store maintenance
  • Retail sales customer service
  • Clear Communication
  • Customer Service
  • Customer Support
  • Offering Sales Support
  • Problem-Solving
  • Contact Follow-Up
  • Resolving Customer Issues
  • Customer Assistance
  • Customer Service And Care
  • Information Updates
  • Inbound Customer Service
  • Organizational Skills

Timeline

Agent Services Representative

Qualfon
09.2022 - Current

Customer Service Representative

Maximus Federal
09.2021 - 01.2022

Customer Service Agent 2

Savilinx
04.2020 - 09.2021

Direct Care Worker

Ellisville State School
02.2020 - 04.2022

Cashier

Keith Superstore
01.2019 - 02.2020

CSR, Sales

Sitel
01.2018 - 02.2020

Cleaning Crew Member

Sevpro
05.2017 - 11.2019

Machine Operator

Stion
11.2013 - 03.2016

Shift Leader

Howard's Industry
07.2008 - 10.2013

Machine Operator

PTT
07.2006 - 03.2014

GED -

Jones Jr College

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Denise WindhamCSR, Agent, Team Lead, Remote