Denzel Hawkins
Tampa,FL
Summary
Diligent and results-driven customer service professional with over a 10 years of experience in delivering exceptional support and fostering positive client relationships. Proven track record of consistently exceeding performance metrics through effective problem-solving, communication, and interpersonal skills. Skilled in handling diverse customer inquiries, resolving issues promptly, and ensuring customer satisfaction. Adept at utilizing CRM software to streamline processes and enhance the customer experience. Seeking to leverage expertise to contribute to a dynamic team and drive customer success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Certified Pawnbroker
EZCORP
07.2023 - Current
- Conduct thorough research to stay updated on industry pricing and market demand
- Adhere to all local, state, and federal regulations governing pawn transactions, maintaining meticulous records.
- Worked with customers to develop loans worth up to $5,000 according to personal needs, preferences and payment abilities.
- Developed strong relationships with customers by offering personalized attention and understanding financial needs.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Provided training to new employees on company policies, procedures, valuation methods, and industry regulations.
- Accurately and tactfully collected loan payments from customers, collecting over $10,000 daily and keeping detailed track in POS system.
Billing and Customer Service Specialist/Intercompany Sales Coordinator
Sanwa Food Group
03.2015 - 06.2022
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Ensured timely follow-up on pending cases, reducing quantity of unresolved issues significantly over time.
- Successfully drove new product lines to increase annual profits by 40%.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
Shipping and Receiving Supervisor
Sanwa Fresh
06.2020 - 04.2022
- Developed and maintained relationships with shipping vendors to achieve reliable delivery of orders and boost rapport.
- Withheld deliveries containing damaged items or shortages and corresponded with shippers to rectify issues
- Maintained comprehensive records of orders shipped and received
- Assigned tasks to team members to complete within designated time frames.
- Fostered positive workplace culture by promoting open communication, teamwork, and recognition of individual achievements within shipping and receiving team.
- Handled day-to-day shipping and receiving overseeing more than 4500 packages per day.
- Prepared documentation to track and report on damaged or missing items
- Compared bills of landing against actual merchandise received, inspected for damaged goods and coordinated distribution to correct departments
- Maintained inventory of shipping materials and supplies
- Identified order discrepancies and damaged items and notified supervisor
- Reviewed items to be shipped against work orders to confirm correct quantities, destination and routing
Customer Service Rep
Restaurant Depot
03.2014 - 03.2015
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Processed sales transactions to prevent long customer wait times
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Processed over 100 customer transactions per day.
Assistant Manager
Family Dollar
07.2012 - 03.2015
- Delegated daily tasks to team members to optimize group productivity
- Directed and led employees, supervising activities to drive productivity and efficiency
- Completed inventory audits to identify losses and project demand
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Resolved escalated customer concerns smoothly and with utmost professionalism to protect business reputation
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Worked closely with store manager to maintain day-to-day operations.
Education
Computer Programming and Analysis AS -
Hillsborough Community College
Tampa, FL01.2026
Highschool Diploma -
Wharton High School
Tampa, FL05.2011
Skills
- Excellent interpersonal and communication skills
- Account Servicing
- Upselling techniques
- Proven track record in customer relationship management
- Strong leadership and team management abilities
- Advanced problem-solving and conflict resolution expertise
- Proficient in CRM software and Microsoft Office Suite
- Exceptional time management and multitasking skills
- Empathetic and patient approach to customer interactions
Certification
- Certified Pawnbroker, EZ Corp - 2023-Current
Timeline
Certified Pawnbroker
EZCORP
07.2023 - Current
Shipping and Receiving Supervisor
Sanwa Fresh
06.2020 - 04.2022
Billing and Customer Service Specialist/Intercompany Sales Coordinator
Sanwa Food Group
03.2015 - 06.2022
Customer Service Rep
Restaurant Depot
03.2014 - 03.2015
Assistant Manager
Family Dollar
07.2012 - 03.2015
Computer Programming and Analysis AS -
Hillsborough Community College
Highschool Diploma -
Wharton High School
- Certified Pawnbroker, EZ Corp - 2023-Current
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