Dewann Reed
Murfreesboro,TN
Summary
Customer Service Reprsentative with over 20 years of extensive experience in Sales and Customer Service; which includes generating new leads, training existing customers on new products and services, troubleshooting technical problems, and managing and tracking orders and returns.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Roscoe Brown Heating, Cooling And Plumbing
07.2023 - Current
- Assisted new and existing customers with scheduling their heating, cooling and plumbing needs.
- Help debrief technicians on previous jobs and dispatch them to new sites (Commerical / Residential).
- Made outbound calls to existing customer to schedule their semi and yearly maintenance. Led in bookings 3 months straight.
Senior Customer Service Representative
Verizon
04.2018 - 04.2023
- Provided accurate information about product and services to customers. Also educated them on how to use them.
- Handled customers calls (outbound/inbound) despite degree of difficulty in courteous and professional manner.
- Performed data entry on tracking system to record all call notes, questions, and suggestions.
- Evaluated accounts and service histories to identify trends using data to mitigate future issues.
- Cross trained and provided back up for other customer reps when needed.
Workforce Management Analyst
Alorica
01.2017 - 03.2018
- Provided reports on the number call agents was need to meet call service demands.
- Scheduled all in house and off site meetings.
- Assisted in making sure all avg call times, avg hold times, and avg call volume was met on a daily basis.
- Monitored Agents to ensure Quality and Professionalism was conveyed on each call..
- Entered customer interaction details in house software to track requests, document problems and record solutions offered.
- Duties to Cross-train and backed up other customer service managers.
Education
Associate of Applied Science - Computer Science
Lakeland College
Mattoon12.1994
No Degree - Human Resources Management
Eastern Illinois University
Charleston, IL08.1992
Skills
- Salesforce Crm Experience
- Proficient in Microsoft Excel, Office, Access, Outlook
- Customer Relationship Management (Crm)
- Proficient In ADP payroll systems
- Type 40 wpm
- Proficient in logistics software, ie (NetSuite, SAP,)
- Strong Negotiation Skills
- Organized thinker
- Good communicator
- Excellent writing skills
Timeline
Customer Service Representative
Roscoe Brown Heating, Cooling And Plumbing
07.2023 - Current
Senior Customer Service Representative
Verizon
04.2018 - 04.2023
Workforce Management Analyst
Alorica
01.2017 - 03.2018
Associate of Applied Science - Computer Science
Lakeland College
No Degree - Human Resources Management
Eastern Illinois University
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