DeShonda Mitchell
Customer Solutions Representative
Knoxville,Tennessee
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Resolution Support Representive
Travelers
11.2019 - Current
- Responsible for handling inbound/outbound calls to resolve customer issues or concerns around insurance quotes, inquiries, payments and billing.
- Collaborate with management and internal teams such as underwriting, sales, agents and customer service to address high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Conducts peer mentoring ensuring consistent level of service and knowledge of company procedures and policies.
- Process data entry of customer information while multi-tasking and maneuver company systems efficiently.
- Assist in resolving an average of 100 customer issues per month, employing data analysis to track and improve resolution time, achieving a 95% customer satisfaction rate.
Solutions Consultant Representative
U.S.Cellular
02.2014 - 11.2019
- Responsible for retaining customers by identifying their needs with probing questions and negotiations.
- Provided expert guidance and support with resolving any technical issues promptly and efficiently.
- Built strong relationships with existing clients, fostering trust and maximizing opportunities for upselling or cross-selling.
- Exemplified interpersonal skills , active listening and communication for the highest customer satisfaction.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Education
Associate of Arts -
Chattanooga State Technical Community College
Chattanooga, Tennessee12.2019
Skills
- Data Entry
- Conflict Resolution
- Research
- Organizational Skills
- MS Word
- Excel
- Outlook
- Access
- PowerPoint
- Teams
- Problem-solving abilities
- Critical Thinking
Timeline
Resolution Support Representive
Travelers
11.2019 - Current
Solutions Consultant Representative
U.S.Cellular
02.2014 - 11.2019
Associate of Arts -
Chattanooga State Technical Community College
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