Derrika Presley
Tampa,FL
Overview
29
29
years of professional experience
Work History
Residential Retention Rep
Charter Communications, Spectrum
Tampa , FL
12.2021 - Current
- Persuaded customers to retain services by offering discounts and special promotions on products and services.
- Updated databases with new and modified customer data.
- Identified opportunities to upsell additional products or services.
- Updated system with order specifics and customer details, preferences, and billing information.
- Re-established customer's faith in company by providing best retention offers available.
- Used computers and job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
Receivables Management
Bisk Education
, FL
04.2016 - 11.2021
- Worked with students to resolve an outstanding balance.
- Processed customer payments and set up payment plans.
Customer Service Representative
Bisk Education
Tampa, FL
12.2010 - 04.2016
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Customer Service Representative
Medco Health Solutions
Tampa, FL
10.2007 - 11.2010
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
Customer Service Representative
The Tampa Tribune
Tampa, FL
07.1996 - 07.2007
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
Education
High School Diploma -
Tampa Bay Tech High School
Tampa, FL06.1993
Skills
- Microsoft Office expertise
- Adaptive team player
- Call Center Operations
- Clerical support
- Inbound and Outbound Calling
- Courteous demeanor
- Problem-solving abilities
- Credit card payment processing
Timeline
Residential Retention Rep
Charter Communications, Spectrum
12.2021 - Current
Receivables Management
Bisk Education
04.2016 - 11.2021
Customer Service Representative
Bisk Education
12.2010 - 04.2016
Customer Service Representative
Medco Health Solutions
10.2007 - 11.2010
Customer Service Representative
The Tampa Tribune
07.1996 - 07.2007
High School Diploma -
Tampa Bay Tech High School
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