Deshuandra Gentry
Birmingham,AL
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Care Expert
T-Mobile
07.2021 - Current
- Navigated multiple computer systems and applications to find information.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Front Desk Agent
PCH Hotels & Resorts
09.2018 - 01.2019
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Used internal software to process reservations, check-ins and check-outs.
Lead Customer Service Representative
Circle K
10.2017 - 12.2018
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Planned schedules and workflows based on expected customer demands.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Processed customer service orders promptly to increase customer satisfaction.
Education
No Degree - Paralegal
Brown Mackie College
BirminghamHigh School Diploma -
Montevallo High School
Montevallo, ALSkills
- First Call Resolution
- Payment Processing
- Problem Resolution
- Product Education
- Inbound Customer Service
- Order Processing
- Account Updating
- Scheduling
- Data Entry
- Call Management
- Upselling and Cross-Selling
- Account Updating
Timeline
Customer Care Expert
T-Mobile
07.2021 - Current
Front Desk Agent
PCH Hotels & Resorts
09.2018 - 01.2019
Lead Customer Service Representative
Circle K
10.2017 - 12.2018
No Degree - Paralegal
Brown Mackie College
High School Diploma -
Montevallo High School
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