Deontae Henry
Fort Lauderdale,FL
Summary
An experienced Customer Service professional with extensive experience providing superior conflict resolution, customer service, and leadership skills. Possess effective multitasking capabilities, and time management techniques in a fast- paced environment; analytical skills with attention to detail, both independently and with a team.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Engagement Representative
American Express, Global Commercial Services
Sunrise, FL
09.2024 - Current
- Managed customer inquiries to enhance satisfaction and retention.
- Developed strategies for improving customer engagement through targeted communication.
- Collaborated with cross-functional teams to streamline process workflows and enhance service delivery.
- Trained new team members on best practices in customer interaction and service protocols.
- Analyzed customer feedback to identify trends and recommend actionable improvements.
- Assisted with sales initiatives by offering relevant information about products and services based on each individual''s needs.
- Delivered exceptional service for increased customer loyalty and repeat business.
- Provided support during peak hours to ensure all customers received prompt attention and assistance.
- Maintained comprehensive knowledge of product offerings, enabling efficient provision of accurate information to customers.
- Managed a high volume of inbound calls to provide timely assistance for customers'' needs.
Flight Attendant
Spirit Airlines
Fort Lauderdale, FL
10.2022 - Current
- Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
- Answered passengers' questions and provided solutions to issues arising during flights.
- Ensure safety and comfort of customers onboard aircraft.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
CUSTOMER ACCOUNT EXECUTIVE
COMCAST
04.2016 - 01.2023
- Effectively managed a high-volume of inbound and outbound customer calls
- Gathered and verified all required customer information for tracking purposes
- Managed customer calls effectively and efficiently in a complex, fast- paced and challenging call center environment
- Managed high call volume with tact and professionalism
- Met or exceeded service and quality standards every review period
- Acted professionally and patiently when addressing negative customer feedback
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Supervised groups of team members to ensure monthly goals are met
- Held team huddles sufficiently
Teller
JP MORGAN CHASE
03.2015 - 04.2016
- Executed customer transactions, including deposits, withdrawals, money orders, and checks
- Rapidly and efficiently prepared customer ATM cash and change orders
- Organized, stocked, and maintained the teller window area
- Handled various accounting transactions
- Sold cashier’s checks, traveler checks, and money orders
- Answered telephone inquiries on banking products including checking, savings, loans, and lines of credit
SHIFT LEAD/ TRAINER
TACO BELL
01.2012 - 07.2015
- Greeted customers and provided excellent customer service
- Consistently provided friendly guest service and heartfelt hospitality
- Pleasantly and courteously interacted with customers
- Performed all position responsibilities accurately and in a timely manner
- Assisted customer with food selection, inquiries, and order customization requests
- Managed team of 4 with everyday duties in and outside of store
- Managed numbers for the company and store on a consecutive/daily base
Education
Associate - Arts, Criminal Justice
Harold Washington College
Chicago, IL2016
Skills
- Demonstrated proficiency in typing at a speed of 55 to 60 words per minute
- Demonstrated exceptional communication skills to enhance customer service interactions
- Directed and mentored teams of 2-5 members to enhance performance and collaboration
- Assisted in understanding aviation regulations to support compliance efforts Helped teams navigate regulatory requirements to facilitate project execution Provided guidance on aviation standards to enhance operational safety
- Administered adult AED and CPR to individuals in emergency situations Supported team members in maintaining readiness for medical emergencies Assisted in training sessions to enhance CPR and AED skills among peers
- Assisted guests with inquiries and requests to enhance their experience Provided support in resolving issues to ensure guest satisfaction Maintained cleanliness and organization in guest service areas
Certification
- Licensed Flight Attendant
- CPR & AED expert
Timeline
Customer Engagement Representative
American Express, Global Commercial Services
09.2024 - Current
Flight Attendant
Spirit Airlines
10.2022 - Current
CUSTOMER ACCOUNT EXECUTIVE
COMCAST
04.2016 - 01.2023
Teller
JP MORGAN CHASE
03.2015 - 04.2016
SHIFT LEAD/ TRAINER
TACO BELL
01.2012 - 07.2015
Associate - Arts, Criminal Justice
Harold Washington College