Devin Sumpter
Jacksonville,FL
Summary
To pursue a highly rewarding career, seeking for a job in challenging and healthy work environment where I can utilize my skills and knowledge efficiently for organizational growth.
Overview
11
11
years of professional experience
Work History
MSR 1
Navy Federal
10.2024 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Assisted customers with navigating our online banking systems, completing transactions and opening accounts.
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
Customer Service Representative
Progressive
06.2021 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Associate
Comcast
02.2019 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
- Provided training and support to new associates to help provide high-quality customer service.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Increased revenue by cross-selling and upselling products and services.
- Investigated and resolved customer inquiries and complaints quickly.
Technical Support Representative
CONVERGYS
07.2018 - 02.2019
- Responsible for handling high volume inbound calls and troubleshooting customers iOS devices.
- Set expectations for a store visit in the event that an issue cannot be resolved over the phone.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Customer Service
ADECCO
07.2017 - 06.2018
- Responsible for handling 50-100 calls a day, answering multiple questions about data breach and class action lawsuit incidents.
- Keeping track of consumer records and following up on escalations.
- Provided high-level customer service, resolving issues promptly.
Customer Service
ONE TOUCH DIRECT
10.2013 - 12.2016
- Resolve customer complaints via phone and email.
- Troubleshoot and resolve service and minor technical problems for customer by asking appropriate questions.
- Greet customers warmly and ascertain problem or reason for calling.
- Assist with placement of orders, refunds, or exchanges.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
Education
Information Technology
Asa Philip Randolph
05.2013
Skills
- Proficient use of point of sale and billing applications
- Quality Control
- Customer Consulting
- Critical Thinking
- Order Processing
- Technical Support
- Customer Relations
- Typing Proficiency
- Active Listening
Timeline
MSR 1
Navy Federal
10.2024 - Current
Customer Service Representative
Progressive
06.2021 - 08.2023
Customer Service Associate
Comcast
02.2019 - 07.2021
Technical Support Representative
CONVERGYS
07.2018 - 02.2019
Customer Service
ADECCO
07.2017 - 06.2018
Customer Service
ONE TOUCH DIRECT
10.2013 - 12.2016
Information Technology
Asa Philip Randolph
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