Denishia Elam
Ellenwood
Summary
Proven Customer Service Specialist, excelled at Teleperformance by enhancing customer satisfaction through expert resolution of complex technical issues and proactive churn management. Demonstrates exceptional communication and problem-solving skills, adept in CRM software and technical support. Achieved notable customer service accolades, reflecting a commitment to excellence and a high-energy attitude.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Bank of America
Reno
10.2021 - Current
- Customer service representative for credit card servicing
- Assisting clients with making one time payments, balance transfers, cash advances
- Reward redemptions, online banking tech support, etc
Bus Attendant
Palm Beach County School District
West Palm Beach
05.2018 - 05.2021
- Supervise and care for the safety of disabled children
- To be sure they make it to and from their schools safely
- Directing passengers on and off the bus
- Supervising conduct while the bus is in motion
- Operating wheelchair lifts and assist with other special needs
- Evacuating riders in case of an emergency
Customer Service Representative
Teleperformance
Boca Raton
10.2015 - 01.2018
- Proactive churn management tech support troubleshoot residential services
- High speed internet home phone and television fix customers issues, warm transfers,schedule tech appt
- Customer satisfaction wow call on the first day, training outstanding completion
- Skills Used: People skills, microsoft office skills, communication, tech
Customer Service Representative
Palm Beach Center LLC
Riviera Beach
01.2014 - 09.2015
- Made calls to customers to inform them of the opportunity to take advantage of extended home warranty insurance
- Document all call information according to standard operating procedures
- Handles customer inquiries both telephonically and by email
- Perform follow up customer calls where necessary and route calls to appropriate resource
- Processes orders, forms and applications, update existing customer information, and enter new customer information into system
Education
High School Diploma -
Palm Beach Lakes Community High School
Skills
- Outbound Sales
- Live Chat
- Technical Support
- Caregiving
- Inside Sales
- Upselling
- Special Needs
- Pricing
- Quality Assurance
- Help Desk
- CRM Software
- Communication Skills
- Network Support
- Software Troubleshooting
- Desktop Support
- Remote Access Software
- Microsoft Windows Server
- Microsoft Office
- Complaint resolution
- Service upselling
- Banking operations support
- Calendaring
- Follow-up skills
- Administrative support
- Shipping and logistics
- Lead generation
- Assertiveness
- Data entry
- Negotiation strategies
- Multi-line phone talent
- Money handling
- Microsoft PowerPoint
- Customer service
- Appointment scheduling
- Report creation
- Critical thinking
- Client relations
- Call center operations
- Call escalation
- Retail marketing
- Key holder experience
- Empathy and patience
- Multi-task management
- Customer education
- Typing proficiency
- De-escalation techniques
- Schedule mastery
- Documentation
- Skype
- Merchandise upselling
- Refund management
- Sales closing
- Adaptability and flexibility
- Call triaging
- High-energy attitude
- Report preparation
- Credit card payment processing
- Problem-solving
- Customer consulting
- Creative problem solving
- Team development
- Team collaboration
- Tracking complaints
- Stress management
- Shipping and receiving
- Technical troubleshooting
- Courteous demeanor
- Senior leadership support
- Technical support
- Time management
Personal Information
Work Permit: Authorized to work in the US for any employer
Additional Information - Abilities And Skills
- Appointment setting
- Customer Service
- Clear communication skills
- Reception
- Scheduling for appointments
- Multi-Line Phone System
- Data & Entry
- Time management skills
- Setting installation
Timeline
Customer Service Representative
Bank of America
10.2021 - Current
Bus Attendant
Palm Beach County School District
05.2018 - 05.2021
Customer Service Representative
Teleperformance
10.2015 - 01.2018
Customer Service Representative
Palm Beach Center LLC
01.2014 - 09.2015
High School Diploma -
Palm Beach Lakes Community High School