Deraesha Stewart
Dayton,OH
Summary
Proven track record in enhancing customer service experiences at MetLife, adept in conflict resolution and data entry. Demonstrated ability to improve first-call resolution rates significantly, leveraging strong communication skills and a results-driven approach. Maintains meticulous records, ensuring accuracy and efficiency in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Disability Customer Advocate
MetLife
Dayton, OH
11.2021 - Current
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing claim information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Documented customer concerns and inquiry resolutions in internal computer system.
Human Resources Coordinator
Fuyao Glass America
Dayton, OH
01.2016 - 11.2021
- Maintained human resources information system and kept employee files up to date and accurate.
- Conducted new employee onboarding and provided ongoing orientation training.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
Inbound Call Center Representative
Synchrony Financial, GE Capital
Kettering, OH
06.2014 - 01.2016
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
Education
Masters In Business Management - Business Management
University of Maryland Global Campus
Adelphi, MDGED - Business Management
Southwestern Community College
Dayton, OH06.2010
Skills
- Customer services
- Data entry skills
- Data Entry
- Conflict Resolution
- Educating customers
- Complaint Handling
Timeline
Disability Customer Advocate
MetLife
11.2021 - Current
Human Resources Coordinator
Fuyao Glass America
01.2016 - 11.2021
Inbound Call Center Representative
Synchrony Financial, GE Capital
06.2014 - 01.2016
Masters In Business Management - Business Management
University of Maryland Global Campus
GED - Business Management
Southwestern Community College