DeWight Pickens
COLUMBUS
Summary
Customer Service Professional with over 20 years of experience in account management, claims and sales processing, and call-center operations in the banking, investment, and mortgage industries. Skilled at identifying customer needs and presenting appropriate product and service offerings. Trusted by customers for exceptional follow-up, leading to increased repeat and referral business. Experienced in designing and implementing reporting procedures to reduce labor costs and improve customer-satisfaction ratings. Expert in resolving escalated customer service issues. Recipient of multiple company achievement awards for delivering outstanding customer service. Proficient in Microsoft Office Suite.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Restoration (Cleaning)
Self-employeed
01.2023 - Current
- Ensured timely project completion by working efficiently under various weather conditions without sacrificing quality or safety standards.
- Increased efficiency with proper use of squeegees, ladders, scaffolding, and other specialized equipment.
- Excellent communication skills, both verbal and written.
- Improved customer satisfaction with exceptional project management skills and timely delivery of products and services.
- Cleaned and restored interiors of homes damaged by fire, water or smoke, using commercial cleaning equipment such as HEPA vacuums and Ozone generators.
- Inspected damaged properties and contents to prepare job action plan.
- Managed inventory of equipment and supplies, ensuring optimal availability for timely completions of projects.
- Lifted and shouldered heavy objects and worked long hours in variable weather conditions.
- Led team in consistently outperforming set targets while also maintaining excellent client feedback and retention rates, establishing the team''s reputation for excellence.
Restoration Technician
Affordapro Restoration LLC
01.2023 - 08.2024
- Performed thorough inspections to accurately assess property damage and determine appropriate restoration methods.
- Sprayed and fogged upholstery, carpets and accessories with conditioners, protectors, deodorizers and disinfectants.
- Cleaned and restored interiors of homes damaged by fire, water or smoke, using commercial cleaning equipment such as HEPA vacuums and Ozone generators.
- Maneuvered heavy-duty equipment to carry out moisture surveys and drying techniques.
- Maintained a safe work environment by adhering to all safety guidelines and protocols during restoration projects.
- Demonstrated expertise in handling various types of restoration projects such as water extraction, structural drying, content cleaning, and odor removal.
- Proactively addressed client concerns throughout the restoration process, ensuring their needs were met and resulting in high levels of customer satisfaction.
Laborer
VIP Residential Cleaning
12.2011 - 04.2022
- Loaded, unloaded, and moved material to and from storage and production areas.
- Expanded skill set through continuous learning of new techniques, tools, and equipment related to laborer tasks.
- Improved worksite efficiency by maintaining clean and organized work areas.
- Performed general housekeeping and cleaning tasks.
- Contributed to successful completion of projects by following instructions from supervisors and adapting to changing priorities.
- Demonstrated flexibility with shifting responsibilities based on project needs, contributing to overall productivity levels.
- Upheld company reputation for quality workmanship through dedication to best practices within the laborer role.
Technical Support Consultant
PNC Bank
01.2009 - 01.2011
- Serve as Technical Support Consultant for online banking and personal financial management software customers within domestic cities in all 10 states.
- Customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to resolve any present problems as well as avoid problems in the future.
- Quickly and effectively solve customer challenges.
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Janitor
MASTER MAINTENANCE
01.2008 - 01.2009
- Maintains safe, secure, and healthy environment by establishing, following sanitation standards and procedures.
- Responsible for maintaining 50,000 Sq. Ft. warehouse.
- Responsible for the setup and performance of preventative maintenance on a range of machines, such as Tomcat, sweepers, and floor buffers.
- Responsible for sweeping, stripping, and waxing floors.
- Troubleshoot systems accurately and repair breakdowns quickly to maintain operating efficiency.
- Maintained and sanitized all restrooms, kitchen, and other amenities.
- Part-time
Customer Service Representative
PNC Bank
01.2007 - 01.2009
- Recruited to provide top-notch service to both internal and external customers. Assisted Training Manager in creating and updating training materials. Prepared weekly reports for Customer Care Supervisor.
- Cross-sell banking services and products to clientele.
- Achieved perfect score on all phone monitors throughout tenure.
- Received Customer Service Award for outstanding track record of positive customer feedback.
- Recognized as Top Salesman in 2009 by achieving $3.5 million in new revenue.
Loan Officer
Ace Mortgage
01.2004 - 01.2007
- Increase mortgage loan portfolio by developing business contacts; attracting mortgage customers; completing mortgage loan processing and closing; Participated in implementing new paperless process, resulting in streamlined operations.
- Attracts new mortgage loan applications by developing relationships within the community, specifically with the real estate community; making sales calls to prospective customers
- Met or Exceed monthly sales goal set by department supervisor.
- Complete mortgage loans by monitoring collection, verification, and preparation of mortgage loan documentation; scheduling and completing mortgage loan closing.
- Protects bank's image by keeping mortgage loan information confidential.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Service Team Coordinator
Nationwide Financial
01.1999 - 01.2004
- Supported and maintained a team of 15 associates in a fast past data entry department. Trained and coached associates for high performing teams.
- Direct complex projects to come up with ways to reduce company overhead expenses.
- Assess teamwork, flexibility, and adaptability, coordinating skills and common values and goals of direct reports.
- Provided necessary coaching and feedback to associates promoting positive work environment.
- Organized training sessions to keep departments informed of changes to make processes more efficient.
- Schedule and maintain meetings for Chief Operating Officer, Program Director and Business Implementation Specialist.
Education
BS - Sports Science
Ohio University
Athens, OhioSkills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Dependable and responsible
- Excellent communication
- Calm under pressure
- Problem resolution
- Verbal communication
Certification
- IICRC WRT/ASD Certified
- IICRC FSRT Certified
- IICRC AMRT Certified
- Asbestos Abatement Supervisor- EPA Certified
Timeline
Restoration (Cleaning)
Self-employeed
01.2023 - Current
Restoration Technician
Affordapro Restoration LLC
01.2023 - 08.2024
Laborer
VIP Residential Cleaning
12.2011 - 04.2022
Technical Support Consultant
PNC Bank
01.2009 - 01.2011
Janitor
MASTER MAINTENANCE
01.2008 - 01.2009
Customer Service Representative
PNC Bank
01.2007 - 01.2009
Loan Officer
Ace Mortgage
01.2004 - 01.2007
Service Team Coordinator
Nationwide Financial
01.1999 - 01.2004
BS - Sports Science
Ohio University
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