Dewey Gabriel Sturgill
Jenkins,KY
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
10
10
years of professional experience
Work History
Customer Experience Specialist
Pearson
04.2020 - Current
- Responsible for providing exemplary customer service experiences and ensuring first call resolutions
- Proper use of time management skills to resolve all the customer’s issues/requests as quickly as possible without having an impact on the quality of the interaction
- Establishing a relationship with customers through excellent communication skills, showing genuine care for the customer’s experience with the company
- Able to explain processes in detail to help familiarize customers with the use of our systems
- Facilitated multiple trainings on new processes
- (Ex: Dals Credit Template and QI Contracts Module)
- Created a template with formulas and instructions which streamlined the DALS Credit process
- Created a CARE Scoring Sheet in Excel that agents can use to score calls during calibrations or use as a guideline on their own calls.
Team Leader
Sykes Inc
08.2020 - 04.2021
- Oversee development and growth of a large team, including both agents and coaches with a focus on metrics
- Frequent 1on1 meetings to set expectations for metrics and put action plans into place to improve upon areas of opportunity, but also to develop rapport and maintain a positive work environment
- Issuance of corrective action/terminations
- Participation in weekly meetings to discuss performance as a whole and identify positive and negative trends, then use problem solving skills to develop new methods/tools that address negative trends
- Met weekly with coworkers creativity development and conflict resolution exercises
- Co-developed a call flow tree to streamline both agent and customer experience
Team Coach
Sykes Inc
12.2018 - 08.2020
- Responsible for the success of a group of agents
- This entails regular meetings, education on areas of opportunity, monitoring and analysis of metrics, and development of relationships
- All of which are essential to build an action plan and give the agents the tools they need to thrive
- Required to listen to calls for all agents across the program and document their scores based on a provided criterion, then provide constructive and educational feedback on areas of opportunity
- Responsible for providing timely and educational answers to agents who need assistance on their calls
- Coordinate with my Team Lead and come up with strategies to better coach struggling agents and ensure goals were met
Customer Service Representative
Sykes Inc
03.2016 - 12.2018
- Documentation of records regarding daily communications with customers
- This also includes finishing all documentation for a call while still on the phone with the customer, in order to be ready for the next customer
- Capable of navigating through several programs at once
- Juggling multiple windows quickly and efficiently.
- Developed customer service policies and procedures to meet and exceed industry service standards
- Investigated and resolved customer inquiries and complaints quickly
- Responded proactively and positively to rapid change
Technical Support Agent/Flex Team Coach/Flex Facilitator
Sykes Inc
08.2014 - 02.2016
- Originally hired as a technical support agent
- After 6 months, was promoted to the role of Flex Facilitator/Flex Team Coach
- This promotion included the training and success of several classes of new hires across two different programs
- One based in Technical Support and the other in Customer Service
- Technical Knowledge – Expected to answer customer inquiries regarding computer, software, or hardware in order to resolve problems
- Documentation of records regarding daily communications with customers
- This includes but is not limited to: Transactions, Prior Contact, Reported Issues, and remedial actions taken
- Conduct extensive computer troubleshooting to investigate and resolve technical issues across multiple platforms
- Responsible for overseeing the training and success of personnel
- Present and instruct a variety of information, using multiple instructional mediums
- This includes, but Is not limited to: Group Assignments, Class Discussions, Video, Lectures, PowerPoints, Role Play Scenarios, Simulations, and an Online Learning Management System
- Attend weekly meetings designed to distribute new information for use in training programs, or for application in customer calls
- Assist trainees in need of job placement assistance by directing them to the proper channels
- Use of several Microsoft Office programs
- This includes, but is not limited to: Word, PowerPoint, Excel and Outlook.
Delivery Driver
Pizza Plus Inc
06.2013 - 02.2014
- Money management – Required to carry a work wallet and keep track of its contents
- Soft skills – Communication with customers is necessary
- Was expected to take orders accurately and quickly handle any customer call backs with care
- Was very encouraged to up-sell and offer daily specialties as well as side orders
- Food preparation – Expected to upload all food handling and health and safety standards for prepping all food correctly
- Food Delivery – Committed to completing and delivering orders in the timeliest of manners, while treating the orders with care
- Order Taking – Entered customer orders and information necessary for delivery into the POS system, took payment information if applicable, and made changes to orders that were already placed if necessary.
Education
Associates of Arts -
Southeast Community And Technical College
Whitesburg, KYHigh School Diploma -
Letcher County Central High School
Skills
- 9 years of work at home experience in Customer Service
- Over 4 years of Team Leadership, Management, and Training Experience
- Proficient in Microsoft Office, PowerPoint, and Excel As well as Internet browsers, Google applications, video editing software
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Training and Onboarding of new hires/Internal Transfers
- Trend Monitoring
- Client Advocacy
- Customer Service
- Call Documentation
Timeline
Team Leader
Sykes Inc
08.2020 - 04.2021
Customer Experience Specialist
Pearson
04.2020 - Current
Team Coach
Sykes Inc
12.2018 - 08.2020
Customer Service Representative
Sykes Inc
03.2016 - 12.2018
Technical Support Agent/Flex Team Coach/Flex Facilitator
Sykes Inc
08.2014 - 02.2016
Delivery Driver
Pizza Plus Inc
06.2013 - 02.2014
Associates of Arts -
Southeast Community And Technical College
High School Diploma -
Letcher County Central High School
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