Desmond Gaskin
Locust Grove,GA
Summary
Results-driven Customer Service Professional skilled in high-volume call management and complaint resolution. Delivers strategic solutions to optimize business processes and enhance customer satisfaction. Known for strong problem-solving and communication skills, driving organizational success through effective advisement and performance improvement.
Overview
11
11
years of professional experience
Work History
Multi-Advisor Representative
Southern Company Gas
Atlanta, USA
12.2021 - Current
- Available to handle high-volume inbound inquiries across multiple regions with accuracy and professionalism.
- Represents the organization by providing clear guidance on service availability, project requirements, and account needs.
- Responds to complex customer questions and escalations while maintaining rapport and trust.
- Enhanced customer experiences by navigating multiple systems (Google Earth, Mobile GIS, GSCA, CC&B, CUS, SharePoint) to research and resolve issues efficiently.
- Coordinated communication with engineering, construction, municipalities, and internal departments to gather information for timely customer inquiries.
- Assessed customer data and project details to identify next steps and facilitate effective service recovery.
- Documents all interactions accurately and in compliance with privacy and organizational procedures.
- Interacts effectively with cross-functional teams to resolve issues and support customer satisfaction.
Roadside Assistance Representative
AAA
San Leandro, USA
01.2020 - 12.2021
- Responds to member inquiries regarding roadside assistance, safety concerns, and service appointments.
- Troubleshot vehicle issues over the phone for members, providing guidance and support to resolve problems remotely.
- Evaluated member situations to determine appropriate actions, ensuring timely service recovery and customer satisfaction.
- Coordinated communication between dispatch, drivers, and members to streamline service delivery.
- Promotes exceptional customer service by building rapport during high-stress situations.
- Documents all interactions and safety assessments according to organizational procedures.
Forklift / Customer Service Operator
Johnson Controls
Lithia Springs, USA
07.2019 - 12.2020
- Resolved employee inquiries on equipment issues, providing effective troubleshooting support.
- Evaluates technical information to determine whether issues can be resolved remotely or require escalation.
- Documented maintenance findings, safety hazards, and work orders to ensure compliance with company standards.
- Identified hazards and ensured equipment readiness to enhance operational safety.
- Assists employees by promoting self-service tools and providing clear technical guidance.
Customer Service Sales Associate
Southfield Computer Outlet
Southfield, USA
06.2015 - 07.2019
- Handled high-volume inbound calls regarding software issues and product information, ensuring timely support.
- Responded to customer inquiries with accurate information to facilitate effective issue resolution.
- Documented customer interactions while ensuring confidentiality of personal information.
Education
High School Diploma - Business Management & Marketing
Farmington High School
Farmington, MI06.2016
Skills
- Customer support and service
- High-volume call management
- Eligibility inquiry assistance
- Complaint resolution
- Multi-system proficiency
- Documentation compliance
- Problem-solving skills
- Cross-department collaboration
- Relationship management
Timeline
Multi-Advisor Representative
Southern Company Gas
12.2021 - Current
Roadside Assistance Representative
AAA
01.2020 - 12.2021
Forklift / Customer Service Operator
Johnson Controls
07.2019 - 12.2020
Customer Service Sales Associate
Southfield Computer Outlet
06.2015 - 07.2019
High School Diploma - Business Management & Marketing
Farmington High School