Desiree Richards
Grapevine,Texas
Summary
Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. Well-qualified Team Leader proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
Coach Net RV
11.2023 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Dispatch Center Agent
Coach Net RV Motor Club
09.2022 - 11.2023
- Oversaw dispatch activities and enforced compliance with laws and regulations
- Reported driver performance issues or concerns to appropriate management for resolution
- Communicated clearly and concisely to reduce errors and provide complete dispatch data
- Developed and maintained relationships with clients, vendors, and other stakeholders to facilitate successful operations
- Dispatched workers and crews to assigned locations.
Member Advisor
Coach Net RV Motor Club
04.2022 - 09.2022
- Adapted to and remained flexible in changing, fast-paced work environment
- Worked with management teams to develop annual sales plans, goals, and targets
- Communicated product features, advantages, and benefits to customers
- Handled client deposits and transactions and updated billing information in company databases
- Called and met with regular and prospective customers to build long-term customer relationships and networks.
Patient Support Representative
CCS Medical
01.2021 - 04.2022
- Handled third-party billing, collection, and reimbursements
- Reviewed patient bills for accuracy, completeness, and obtained any missing information
- Answered all patient or insurance telephone inquiries pertaining to assigned accounts.
Dispatch Center AgentManager On Duty
Coach Net RV Motor Club
02.2020 - 01.2021
- Protected confidentiality of sensitive information to comply with HIPAA guidelines
- Monitored employee tasks and provided suggestions for increased productivity
- Evaluated and managed staff performance to ensure quality objectives were met
- Led and directed team members on effective methods, operations, and procedures
- Developed training modules and documentation to train staff.
Sales Manager
JCPenney
06.2017 - 01.2020
- Responded quickly to meet customer needs and resolve problems
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Focused on learning new skills and staying updated with industry changes
- Worked with coworkers to complete tasks
- Skilled in using various software applications and programs including Microsoft Office and Microsoft Excel.
Education
Bachelor Of Arts (B.A.) In Administration Of Justice -
University Of North Texas
Denton, TX05.2021
High School Diploma -
Lewisville High School
Lewisville, Texas06.2016
Skills
- Payment Processing
- Customer Needs Assessment
- Credit and Debt Card Processing
- Sales Expertise
- Policy Enforcement
- Customer Satisfaction
- Professional telephone demeanor
- Order Fulfillment
Certification
Cosmetology
Awards
National Honor Society
References
References available upon request
Extracurricular Activities
Student Council/Mentoring Cheerleading Chess Club
Timeline
Customer Service Team Lead
Coach Net RV
11.2023 - Current
Dispatch Center Agent
Coach Net RV Motor Club
09.2022 - 11.2023
Member Advisor
Coach Net RV Motor Club
04.2022 - 09.2022
Patient Support Representative
CCS Medical
01.2021 - 04.2022
Dispatch Center AgentManager On Duty
Coach Net RV Motor Club
02.2020 - 01.2021
Sales Manager
JCPenney
06.2017 - 01.2020
Bachelor Of Arts (B.A.) In Administration Of Justice -
University Of North Texas
High School Diploma -
Lewisville High School