Deriana Eason
Portland,OR
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Efficient office assistant with several years of experience answering high-volume calls and in-person inquiries. Diligent, respectful attitude to dealing with clients and colleagues. Flexible and hardworking approach to streamlining internal processes.
Overview
12
12
years of professional experience
Work History
Office Assistant
Multnomah County, Department Of Human Services
Portland, OR
10/25/23 - Current
- Assisted in the development and implementation of office policies and procedures.
- Created spreadsheets using Microsoft Excel to track expenses and other financial data related to the office budget.
- Managed office supply inventory by tracking orders and ensuring adequate stock levels are maintained at all times.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Provided administrative support to multiple departments as needed.
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Assisted with special projects as needed by researching information on the internet or through other sources.
- Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Maintained an organized filing system of paper documents and electronic files.
- Performed data entry tasks into various computer systems accurately and efficiently.
Reservation Agent
Alaska Airlines
Portland, Oregon
09.2022 - 03.2024
- Provided assistance and guidance to customers selecting from multiple travel choices
- Making reservations for customers based on their various requirements and budgetary allowances
- Checking the availability of accommodation or transportation on the customers' desired travel dates
- Helping plan travel itineraries by suggesting local tourist attractions and places of interest
- Processing payments and sending confirmation details to customers
- Sorting out any issues that may arise with bookings or reservations
- Selling and promoting reservation services
- Answering any questions customers might have about the reservation process
- Up-selling, when appropriate, by informing customers of additional services or special packages, such as tour tickets, travel insurance, or upgraded seats/accommodations
- Providing support to customers who may need to amend or cancel a reservation
- Coordinate with other departments to ensure a smooth travel experience for passengers, including working closely with the flight operations team to manage flight schedules and changes
- Ensuring compliance with airline policies and procedures
- Providing exceptional customer service by actively listening to customers, addressing their needs, and resolving any issues or concerns they may have
- Providing exceptional customer service by handling customers' inquiries, complaints, and requests promptly and professionally
- Maintaining accurate and up-to-date knowledge of airline policies, procedures, and regulations
- Collaborating with the marketing team to develop promotional strategies and campaigns to increase reservations and revenue.
Account Resolution Specialist II
Wells Fargo
Hillsboro, Oregon
01.2018 - 08.2020
- Provided customer service and assisted with helping customers set up payment plans
- Educated customers on how credit works
- Worked with departments across the company in developing new ideas, initiatives, products, and services
- Created a new customer database by entering customer information into a database
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Developed and implemented strategies to collect overdue accounts and minimize delinquency rates
- Analyzed customer data to identify trends and patterns for improved decision-making and customer service strategies
- Collaborated with other departments to identify opportunities for process improvement in the account resolution process
- Collaborated with cross-functional teams to streamline processes and improve overall efficiency.
Online Banking Specialist
U.S. Bank
Gresham, Oregon
01.2016 - 03.2017
- Provided training and support to new Online Banking Specialists, ensuring they have the necessary knowledge and skills to effectively assist customers
- Assisted customers in troubleshooting and resolving issues related to online banking and mobile applications
- Implemented strategies to improve customer satisfaction and retention by resolving customers' issues and providing accurate and timely information
- Collaborated with cross-functional teams to identify opportunities for process improvements and implemented solutions to enhance the overall customer experience
- Analyzed customer data and provided insights to improve the online banking experience
- Collaborated with product development team to provide feedback on customer pain points and suggest improvements to the online banking platform
- Continuously updated knowledge of online banking regulations and security protocols to ensure compliance and protect customer information
- Provided Technical support for the website and mobile application
- Handled customers disputes
- Informed customers of their balances and available funds
- Assisted in the development and implementation of new online banking features and functionalities to enhance the customer experience and increase user engagement.
Sales Associate
Prima Frugalina
Vancouver, Washington
01.2012 - 06.2015
- Built rapport with clients by providing quality customer service and problem solving
- Communicated with customer support for clarity on questions that were not answered in the online FAQs
- Accurately tracked customer orders, identified, and resolved any issues during order fulfillment
- Established personal connections with customers, exceeding customer service expectations
- Streamlined inventory management to eliminate the need for stock replenishment
- Identify potential leads and proactively reach out to them to generate sales opportunities
- Develop and implement effective sales strategies to drive revenue growth for Prima Frugalina.
Sales Associate/Customer Service
JCPenney
Vancouver, Washington
03.2012 - 09.2013
- Maintained thorough knowledge of store merchandise and gained extensive knowledge of new and nontraditional product lines
- Operated POS cash register, handling an average of 50 transactions daily, and counted the money in cash drawers to ensure accuracy
- Used a complete cash receipt system to track daily sales and inventory and calculate tips
- Communicated with customers daily, provided friendly and courteous service, and answered questions
- Develop and maintain relationships with customers to promote repeat business and loyalty.
Education
Diploma -
Grant High School
Airline Operations -
Rio Salado
Online Banking Specialist -
US Bank
Skills
- Customer service
- Computer literacy
- Communication skills
- Time management
- Documentation review
- Microsoft word
- English
- Leadership
- Technical support
- Banking
- Order fulfillment
- Document management
- Typing
- Negotiation
- Quality assurance
- Microsoft outlook
- Research
- Cold calling
- Data entry
- Salesforce
- Avaya
- Fraud
- Microsoft sharepoint
- Upselling
- Live chat
- Problem-solving
- Customer database
- Account resolution
- Credit education
- Travel reservations
- Call Control
Languages
English, Highly proficient
References
- Ve Ester Patterson, Wells Fargo, veesterl@gmail.com, 5037562902
- Desarae Menefee, Alaska Airlines, 9713034465
Timeline
Reservation Agent
Alaska Airlines
09.2022 - 03.2024
Account Resolution Specialist II
Wells Fargo
01.2018 - 08.2020
Online Banking Specialist
U.S. Bank
01.2016 - 03.2017
Sales Associate/Customer Service
JCPenney
03.2012 - 09.2013
Sales Associate
Prima Frugalina
01.2012 - 06.2015
Office Assistant
Multnomah County, Department Of Human Services
10/25/23 - Current
Diploma -
Grant High School
Airline Operations -
Rio Salado
Online Banking Specialist -
US Bank