Desiraux Wallace
Fredericksburg,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in communications industry. 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
17
17
years of professional experience
Work History
Customer Service Representative
Geico
10.2021 - Current
- Evaluate accounts and service to identify trends, using data to mitigate future issues
- Increased call input and productivity by 25% each quarter
- Asking probing questions to determine service needs and accurately input information into electronic systems
- Learn and maintain in depth understanding of product and service information to offer knowledgeable and educated responses to defer customer questions
- Upholding top customer service in survey metrics at 90% month over month, while maintaining Property and Casualty license for multiple states
- Handled customer inquiries and suggestions courteously and professionally.
Retail Account Executive
Sprint
07.2015 - 08.2020
- Utilized Sales Force and Medallia to track prospecting, sales stage, closed sales, and customer satisfaction monthly
- Consistently achieved minimum 125% to quota by fostering and maintaining stakeholder and executive relationships
- Top Lead for Northeast region for several fortune 500 companies (Best Buy, Target, Apple, Walmart, Sams Club, and Costco) and recognized for 11 consecutive quarters for top 5% company performance
- Organized, staffed and trained over 250 sales employees at quarterly regional meetings and maintained over 83% customer satisfaction
- Led national project as project management to improve VA/DC/MD performance by 15% by partnering with marketing, customer success, and learning and development
Market Source- Sales Manager
12.2012 - 07.2015
- Align sales strategies with market conditions, continuously researching customer and competitor trends to improve sales
- Fostered performance development of staff through ongoing coaching and mentoring on best practices
- Assist customer needs by identifying specific issues, overseeing and assisting staff with investigative technical assessments, and providing alternate solutions
- Drove year over year business growth by 12% while leading operations strategic vision and long-range planning
- Collected customer feedback and made business adjustments to improve retention and customer satisfaction.
- Built relationships with customers and community to establish long-term business growth
Mobile Expert
Best Buy
11.2006 - 10.2012
- Activated devices on networks such as Verizon, At&t and T-Mobile
- Troubleshoot technical concerns regarding device operations applications and performance
- Contact and develop working relationships with consumers and business owners
- Maintained weekly and monthly training in areas of customer service, sales, products and services, operations and policies
- Collaborate in team environment to ensure work is evenly distributed, customers are efficiently served, and revenue opportunities are maximized.
- Increased monthly sales 15% by recommending seasonal buy one get one sales, rebates and limited time offers
Customer Service Supervisor
Dick’s Sporting Good
10.2009 - 01.2011
- Displayed exemplary customer service during difficult interactions by employing empathy, positive attitude, and focusing on solutions
- Prepared excel spreadsheets and internal sales reports for management
- Improved customer satisfaction by over 23% and consistently ranked within top 10 store
- Upheld all gun applications and sales records, while maintaining inventory and supplies
- Analyzing customer transactions, correcting records and adjusting errors.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
Education
High School Diploma -
Citizens High School
Orange Park, FL01.2007
Skills
- Data analysis
- Product and service sales
- Systems and software programs
- Complaint resolution
- Creative problem solving
- Professional telephone demeanor
- Account management
- MS Office
- Written Communication
- Attention to Detail
Timeline
Customer Service Representative
Geico
10.2021 - Current
Retail Account Executive
Sprint
07.2015 - 08.2020
Market Source- Sales Manager
12.2012 - 07.2015
Customer Service Supervisor
Dick’s Sporting Good
10.2009 - 01.2011
Mobile Expert
Best Buy
11.2006 - 10.2012
High School Diploma -
Citizens High School