Desyonae Samuels
Augusta,Georgia
Summary
Customer Service Representative with years of experience resolving complex account issues and reducing escalations through clear phone and email support. Regularly documents troubleshooting steps and maintains CRM records to speed team resolution and identify recurring problems. Aims to improve customer satisfaction and shorten resolution times through data-informed conflict resolution.
Overview
2026
2026
years of professional experience
Work History
Customer Service Rep
Apple
2025 - 2026
- Delivered exceptional customer support through effective communication and problem-solving techniques.
- Assisted customers with product inquiries, technical issues, and service requests efficiently.
- Collaborated with team members to enhance service quality and streamline processes.
- Utilized Apple's CRM software to track customer interactions and improve response times.
- Resolved customer complaints promptly, ensuring high satisfaction levels across various channels.
- Educated customers on product features and services to drive engagement and loyalty.
CUSTOMER SERVICE SUPERVISOR
Geha insurance
2020.04 - 2025.11
- Managed daily shift schedules for 18 agents using Excel and reduced overtime occurrences.
- Implemented call-monitoring scorecards and raised average quality score across team.
- Developed a quality coaching checklist used in 1:1s to raise call compliance scores.
- Coached underperforming agents with scorecard-driven plans, raised individual quality ratings within four weeks.
- Built weekly performance reports in Excel showing handle time trends, enabling targeted coaching sessions.
- Redesigned knowledgebase articles for common tickets, reducing repeat contacts for the same issue.
- Ran role-play sessions simulating tough customer scenarios, improving first-call resolution among trainees.
- Led root-cause reviews with product and billing teams to clarify escalation pathways and cut rework.
- Audited 500+ recorded calls monthly with Calabrio to identify recurring policy errors for retraining.
CUSTOM SERVICE REP
Urbn
2019.01 - 2020.01
- Resolved complex customer complaints via phone and email, restoring account access and preventing escalations.
- Documented troubleshooting steps in knowledge base, enabling peers to resolve recurring issues faster.
- Managed order changes and cancellations in the order management system to prevent billing errors.
- Applied product troubleshooting procedures to diagnose faults and authorize replacements per policy.
- Tracked daily call metrics and flagged trends in missed SLAs to supervisors for corrective action.
- Processed returns and warranty claims using company CRM, reducing resolution time for customers.
SALES REPRESENTATIVE
Inc
2016.01 - 2018.12
- Prepared weekly pipeline reports in Salesforce to highlight stalled opportunities and prompt timely follow-ups.
- Delivered product demonstrations to prospects using CRM data and competitive comparisons to shorten sales cycle.
- Negotiated pricing and contract terms with mid-market buyers using CRM forecasts to secure multi-quarter purchase commitments.
- Tracked lead sources and conversion rates in Salesforce dashboards to prioritize high-value marketing channels.
Education
Bachelor - Management
Devry University
North Carolina03.2026
Skills
- Supported decision-making through effective data analysis that informed critical choices
- Resolved team conflicts, resulting in a more collaborative and productive work atmosphere
- Achieved project goals through effective collaboration, leading to improved team productivity
- Fast pacing
- Multi tasking
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
CUSTOMER SERVICE SUPERVISOR
Geha insurance
2020.04 - 2025.11
CUSTOM SERVICE REP
Urbn
2019.01 - 2020.01
SALES REPRESENTATIVE
Inc
2016.01 - 2018.12
Bachelor - Management
Devry University
Customer Service Rep
Apple
2025 - 2026