Desja Carzell
Harrisburg ,PA
Summary
Accomplished customer service leader with over six years of experience driving team performance, coaching employees, resolving escalated customer concerns, and delivering exceptional customer experiences in fast-paced environments. Proven ability to motivate teams, improve operational efficiency, and lead with integrity, accountability, and professionalism. Experienced in onboarding, training, performance coaching, conflict resolution, and building a positive team culture. Dedicated to developing employees while achieving organizational goals and exceeding customer expectations.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative Lead
ServiceMac
Atlanta
12.2021 - 07.2026
- Served as a senior team leader, providing daily guidance, mentorship, and support to team members while promoting a positive and productive work environment.
- Trained and onboarded new employees, ensuring they understood company policies, procedures, performance expectations, and customer service standards.
- Coached teammates through challenging customer interactions and shared best practices to improve individual and team performance.
- Successfully managed complex customer escalations by exercising sound judgment, empathy, and effective problem-solving.
- Partnered with leadership to improve workflow efficiency and maintain high levels of customer satisfaction.
- Assisted with monitoring service quality and reinforced company standards through ongoing feedback and coaching.
- Helped maintain team productivity by stepping in wherever needed, supporting shift coverage, and encouraging collaboration.
- Built lasting customer relationships through professionalism, timely follow-up, and exceptional communication.
Customer Service Associate II
Amerisave Mortgage
Atlanta, Georgia
06.2018 - 10.2021
- Managed a high-volume portfolio while ensuring full compliance with federal and state mortgage regulations.
- Delivered exceptional customer service by resolving concerns efficiently and professionally.
- Worked collaboratively across multiple departments to resolve complex customer issues.
- Educated customers on mortgage products, lending requirements, and available solutions.
- Consistently met productivity, quality, and compliance expectations in a fast-paced environment.
- Built customer trust through professionalism, accuracy, and effective communication.
Education
Pittsburgh Milliones 6-12
Pittsburgh, PASkills
- Team Leadership
- Employee Coaching & Mentoring
- Performance Management
- Training & Onboarding
- Customer Experience Excellence
- Escalation Management
- Conflict Resolution
- Team Motivation
- Problem Solving
- Operational Efficiency
- Quality Assurance
- Time Management
- Relationship Building
- Regulatory Compliance
- Microsoft Office Suite
Timeline
Senior Customer Service Representative Lead
ServiceMac
12.2021 - 07.2026
Customer Service Associate II
Amerisave Mortgage
06.2018 - 10.2021
Pittsburgh Milliones 6-12