Desmond Loney
Atlanta,GA
Summary
Customer service professional with proven ability to drive sales and build strong client relationships. Known for collaborative team efforts and achieving results through adaptability and reliability. Skilled in conflict resolution and upselling techniques, embodying customer-first mindset.
Overview
11
11
years of professional experience
Work History
Experience Coordinator
Xpresspa
11.2024 - 06.2025
- Coordinated scheduling and logistics for spa services to optimize client flow and satisfaction.
- Developed training materials for staff to enhance service delivery and operational efficiency.
- Managed inventory levels of spa products, ensuring availability and cost-effectiveness.
Front Desk Agent
Loews Hotel
04.2023 - 11.2024
- Managed front desk operations, ensuring seamless check-in and check-out processes for guests.
- Implemented guest service initiatives, enhancing overall satisfaction and loyalty to hotel brand.
- Coordinated room assignments and special requests, optimizing occupancy rates and guest experiences.
Retail Sales Lead
Xfinity/Comcast
06.2016 - 04.2023
- Led sales team to exceed revenue targets through effective training and motivational strategies.
- Implemented innovative merchandising techniques, enhancing product visibility and customer engagement.
- Developed and maintained strong relationships with customers, resulting in increased loyalty and repeat business.
- Managed daily operations, ensuring compliance with company policies and maintaining high service standards.
Work-from-Home Customer Experience Representative
Xfinity/Comcast
04.2020 - 07.2020
- Delivered top-tier customer support via phone, chat, and email in a fully remote environment.
- Resolved billing, service, and technical issues with empathy and efficiency, maintaining a 90%+ satisfaction score.
- Utilized internal tools and systems to process service orders, troubleshoot devices, and update customer accounts.
- Achieved performance targets in Average Handle Time (AHT), First Call Resolution (FCR), and Net Promoter Score (NPS).
- Assisted customers with account upgrades and retention offers, contributing to monthly revenue growth.
Direct Sales Representative
Time Warner
01.2015 - 02.2016
- Conducted door-to-door sales presentations, identifying customer needs and offering tailored service packages.
- Consistently met and surpassed individual quotas through product knowledge and persuasion techniques.
Telemarketing Supervisor
Cablevision
01.2014 - 01.2015
- Managed daily performance of a telemarketing team, delivering coaching and developing sales scripts.
- Improved department efficiency by streamlining call flow and maximizing productivity.
Education
General Studies
University of the State of New York
New York, NYSkills
- Multitasking and organization
- Customer service
- Data entry
- Decision-making
Timeline
Experience Coordinator
Xpresspa
11.2024 - 06.2025
Front Desk Agent
Loews Hotel
04.2023 - 11.2024
Work-from-Home Customer Experience Representative
Xfinity/Comcast
04.2020 - 07.2020
Retail Sales Lead
Xfinity/Comcast
06.2016 - 04.2023
Direct Sales Representative
Time Warner
01.2015 - 02.2016
Telemarketing Supervisor
Cablevision
01.2014 - 01.2015
General Studies
University of the State of New York
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