DEVIKA SAUNDERS
Martinsburg,WV
Summary
Dynamic customer service professional poised to excel in support roles, with a proven track record of effectively addressing customer needs and delivering timely solutions. Recognized for exceptional team collaboration and adaptability to evolving requirements, ensuring seamless service delivery. Expertise in active listening and conflict resolution fosters positive customer experiences and builds lasting relationships. Committed to enhancing operational efficiency and driving customer satisfaction through proactive problem-solving and a customer-centric approach.
Overview
7
7
years of professional experience
Work History
Customer Support Representative
Terminix
03.2025 - Current
- Resolve customer inquiries and complaints while maintaining accurate CRM data.
- Escalate complex cases to meet team performance and satisfaction objectives.
- Resolved customer inquiries and issues through multiple communication channels, enhancing overall satisfaction.
- Facilitated seamless coordination with field technicians to ensure timely service delivery and issue resolution.
Scheduler
Aspen Dental
11.2024 - 03.2025
- Optimized clinic workflow through efficient patient appointment scheduling.
- Maintained strict HIPAA compliance for all confidential patient records.
- Coordinated patient schedules to optimize workflow and enhance service delivery.
- Managed appointment bookings through advanced scheduling software, ensuring accurate data entry.
Member Service Representative
Navy Federal Credit Union
11.2021 - 04.2024
- Managed inquiries regarding accounts and loans while facilitating application processing.
- Promoted tailored financial products to increase member adoption rates.
- Provided exceptional member service by resolving inquiries and issues efficiently.
- Educated members on credit union products and services to enhance financial literacy.
Customer Service Representative
PNC Financial
01.2021 - 06.2021
- Assisted with banking transactions and digital services under strict regulatory standards.
- Educated clients on financial products to enhance engagement.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with account management, ensuring seamless service delivery and satisfaction.
Customer Support Representative
Foundever
10.2020 - 01.2021
- Handled phone/email support and documentation using CRM tools.
- Surpassed satisfaction targets and assisted with new team member onboarding.
- Trained new team members on best practices for customer interactions and support processes, improving team efficiency.
- Analyzed customer feedback to identify trends and areas for service improvement, leading to enhanced operational strategies.
Customer Service Representative
Amazon
06.2019 - 10.2020
- Resolved high-volume inquiries and order issues in a high-pressure environment.
- Streamlined processes for handling complaints, improving response times and customer retention.
- Analyzed customer feedback to identify trends, driving improvements in service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma - High School
Bayard Rustin Humanities High School
New York, NY06.2004
Skills
- Technical: CRM Software, Technical Troubleshooting, Basic Networking
- Operations: Issue Resolution, Data Confidentiality (HIPAA), Time Management
- Communication: Tact and Grace, Professionalism, Problem-Solving
- Customer success management
- Complaint handling
- Data management
- Report generation
Timeline
Customer Support Representative
Terminix
03.2025 - Current
Scheduler
Aspen Dental
11.2024 - 03.2025
Member Service Representative
Navy Federal Credit Union
11.2021 - 04.2024
Customer Service Representative
PNC Financial
01.2021 - 06.2021
Customer Support Representative
Foundever
10.2020 - 01.2021
Customer Service Representative
Amazon
06.2019 - 10.2020
High School Diploma - High School
Bayard Rustin Humanities High School