De’Ovion Wallace
Belleville,IL
Summary
Accomplished Customer Service Representative with proven expertise in problem-solving and active listening, honed at Spectrum and Concentrix. Excelled in high-stress situations, enhancing customer loyalty and retention through empathetic engagement and efficient dispute resolution. Skilled in Microsoft Excel and adept at leveraging critical thinking to exceed customer expectations, achieving positive feedback and repeat business.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Spectrum
05.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Concentrix
09.2023 - 11.2024
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
East Saint Louis Senior High School
East Saint Louis, IL05.2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Microsoft Excel
Timeline
Customer Service Representative
Concentrix
09.2023 - 11.2024
Customer Service Representative
Spectrum
05.2021 - Current
High School Diploma -
East Saint Louis Senior High School
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