Deshone Michael
Joseph
Summary
Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
24
24
years of professional experience
Work History
Customer Service /Loyalty Lead
Verizon
11.2019 - Current
- Collaborated with cross-functional teams to ensure seamless customer experiences across all channels.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Guest Services
Charolette Hornets
12.2018 - 11.2019
- Cultivated interpersonal skills by building positive relationships with others.
- Proven ability to develop and implement creative solutions to complex problems.
- Gained strong leadership skills by managing projects from start to finish.
- Balanced Point of Sale (POS) system daily and reported discrepancies to management for resolution.
- Streamlined ticket sales operations for increased efficiency and reduced wait times.
- Sold tickets to concerts, plays and other performances at ticket counter and by online ticketing systems.
Account Manager
Electrolux
06.2018 - 11.2019
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Set and achieved company defined sales goals.
- Managed million dollar orders for builders
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Assistant Sales Manager
It’s A Frangrance
11.2017 - 12.2017
- Built relationships with customers and community to establish long-term business growth.
- Designed innovative market strategy to boost market penetration, increasing operating profit margin by 10% in a month.
- Introduced cost-saving initiatives to reduce losses and increase profit margin.
- Resolved customer issues promptly, maintaining high levels of customer satisfaction and trust in the brand.
Credit Specialist
PNC Bank
08.2016 - 10.2017
- Optimized credit approval and collection processes, improving operational efficiencies by over 30%.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Monitored accounts for signs of fraud and non-payment issues.
- Collected data and performed trend and variance analysis to mitigate risk arising from bad debt.
- Delivered CARES model for customer service.
- Provided hands-on training in daily processes and job duties.
- Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
- Supported business growth through prudent assessment of potential client''s creditworthiness and financial stability.
Substitute Teacher, K-12
Berrien RESA
08.2015 - 06.2016
- Developed and implemented engaging lesson plans to accommodate varied student learning styles.
- Managed classroom behavior effectively, implementing clear expectations and consistent consequences for all students.
- Followed lesson plans designed by absent teachers.
- Developed creative instructional strategies to keep students engaged and motivated.
Sourcing Coordinator Procurement
Whirlpool
08.2014 - 10.2015
- Maintained documentation for all purchases.
- Communicated regularly with suppliers to uphold accountability for quality standards and timely delivery of goods.
- Assisted in onboarding new suppliers, conducting thorough due diligence and performance assessments during the selection process.
- Reduced costs by streamlining contract bidding and procurement processes to assure best prices for materials and services.
- Facilitated meetings between suppliers and internal stakeholders to address concerns, resolve conflicts, and foster long-term partnerships.
- Coached users on block invoices and processes.
- Created process for indirect purchase order team.
Customer Service/Sourcing Procurement/Industrial Safety Specialist
Whirlpool
08.2000 - 05.2012
- Devised and monitored safety performance metrics to assess and improve safety performance.
- Streamlined communication between departments by establishing clear lines of responsibility for safety-related tasks.
- Assisted co-workers with safety information and guidelines
- Conducted regular audits of safety equipment, ensuring proper maintenance and functionality.
- Resolved problems, improved operations and provided exceptional service.
- Worked well in a team setting, providing support and guidance.
Education
Associates of Applied Business - Business
University of Phoenix, Kalamazoo, MI
Benton Harbor, MI05.2010
Skills
- Billing Adjustments and Refunds
- Technical Support
- Critical Thinking
- Interdepartmental communication
- Cash Handling
- Customer Complaint Resolution
- LiveChat Messaging
- Complaint Handling/resolution
- Product Knowledge
- Sales and Upselling
Timeline
Customer Service /Loyalty Lead
Verizon
11.2019 - Current
Guest Services
Charolette Hornets
12.2018 - 11.2019
Account Manager
Electrolux
06.2018 - 11.2019
Assistant Sales Manager
It’s A Frangrance
11.2017 - 12.2017
Credit Specialist
PNC Bank
08.2016 - 10.2017
Substitute Teacher, K-12
Berrien RESA
08.2015 - 06.2016
Sourcing Coordinator Procurement
Whirlpool
08.2014 - 10.2015
Customer Service/Sourcing Procurement/Industrial Safety Specialist
Whirlpool
08.2000 - 05.2012
Associates of Applied Business - Business
University of Phoenix, Kalamazoo, MI