Summary
Overview
Work History
Education
Skills
Timeline
Generic

Deon Black

Plant City,FL

Summary

A dedicated and adaptable Backup Supervisor with a strong background in customer service and team leadership. Skilled in supporting call center operations by coaching agents, handling escalations, and ensuring service quality. Adept at monitoring performance metrics, providing actionable feedback, and assisting in workflow management to optimize efficiency. Known for problem-solving abilities, multitasking, and maintaining a positive work environment that fosters growth and productivity. Passionate about delivering exceptional customer experiences while driving team success.

Overview

22
22
years of professional experience

Work History

Back Up Supervisor

Rooms To Go
01.2015 - Current
  • Assisted supervisors in managing daily operations, coaching agents, and ensuring team members met performance expectations
  • Addressed escalated customer issues and guided agents in resolving complex concerns while maintaining professionalism.
  • Conducted training sessions, shadowed new hires, and reinforced company policies and best practices.
  • Analyzed call center data and compiled reports on time management and agent productivity, providing leadership with actionable insights to enhance efficiency and service quality
  • Ensured data integrity by cConducted training sessions, shadowed new hires, and reinforced company policies and best practices.onducting regular audits of backup systems and procedures.

Assistant Supervisor

Budget Car Rental
05.2012 - 09.2014
  • Supervise, train, and evaluate rental agents to maintain high performance and service standards.
  • Address customer inquiries, resolve complaints, and ensure a smooth rental experience.
  • Oversee vehicle inventory, rental transactions, and ensure compliance with company policies.
  • Develop and implement strategies to enhance efficiency and customer satisfaction.
  • Generate reports on rental performance, customer feedback, and operational metrics to support decision-making.

Leasing Agent

Rentlok Self Storage/ Budget Truck Rentals
03.2003 - 02.2006
  • Help customers select storage units, explain rental terms, and process payments.
  • Ensure units are clean, secure, and accessible; perform routine inspections.
  • Inform customers about special offers, upsell insurance or additional services.
  • Maintain rental agreements, update databases, and handle paperwork efficiently.
  • Address customer concerns, manage late payments, and assist with unit access issues.
  • Guide customers through the truck rental and leasing options, explain terms, and process agreements.
  • Ensure trucks are properly maintained, inspected, and ready for rental.
  • Recommend additional services, insurance options, and long-term leasing solutions.
  • Maintain truck rental contracts, update databases, and handle payments.
  • Address customer concerns, manage late returns, and coordinate vehicle exchanges.

Education

Kathleen Senior High
Lakeland, FL
06-1994

Skills

  • Assessed challenges, handled escalations, and resolved customer or team concerns professionally
  • Provided guidance and motivation to agents, ensuring smooth daily operations and a positive work environment Coached team members, delivered constructive feedback, and maintained clear communication
  • Balanced supervisory responsibilities, performance monitoring, and reporting while keeping workflows efficient Transitioned into supervisory duties when needed, managing multiple priorities in a fast-paced

    setting

  • Monitored performance metrics, identified areas for improvement, and shared actionable feedback to enhance team effectiveness

Timeline

Back Up Supervisor

Rooms To Go
01.2015 - Current

Assistant Supervisor

Budget Car Rental
05.2012 - 09.2014

Leasing Agent

Rentlok Self Storage/ Budget Truck Rentals
03.2003 - 02.2006

Kathleen Senior High

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Deon Black