Dshunique Willis
Bossier City,US
Summary
Customer Service Representative with 5 years of experience delivering both technical support and front-line customer care. Skilled in Salesforce and ServiceNow with a proven ability to streamline processes, resolve issues, and improve overall satisfaction. Recognized for strong communication and problem-solving skills, building positive client relationships, and ensuring seamless service experiences. Adept at balancing technical expertise with empathetic customer interactions to drive loyalty and service excellence.
Overview
6
6
years of professional experience
Work History
Technical/Customer Support Specialist
General Dynamics Information Technology
Bossier City, LA
10.2022 - Current
- Resolved technical issues promptly, reducing ticket resolution time and improving team efficiency.
- Analyzed customer inquiries to identify trends, leading to proactive solutions that minimized recurring problems.
- Delivered exceptional technical support to clients, strengthening long-term relationships and user satisfaction.
CUSTOMER SERVICE REPRESENTATIVE
Nationstar Mortgage LLC. Mr. Cooper
Shreveport, LA
02.2024 - 09.2024
- Fostered client trust through open communication, strengthening relationships in the mortgage process.
- Recommended personalized mortgage solutions after analyzing financial situations, increasing approval rates.
- Ensured timely closings by coordinating with underwriters and resolving issues efficiently.
- Created educational resources to empower clients with knowledge, leading to better-informed choices.
Call Center Agent
INFOCISION
REMOTE
12.2021 - 08.2022
- Responded to customer inquiries, delivering accurate product and service information.
- Analyzed customer feedback trends to pinpoint improvement opportunities, boosting satisfaction ratings.
- Collaborated with product teams to communicate customer insights, ensuring alignment on service offerings.
Client Operations Representative
TELEPERFORMANCE
Shreveport, LA
01.2020 - 11.2021
- Resolved complex issues to enhance client trust and service quality.
- Addressed customer inquiries, ensuring accurate information delivery and satisfaction.
- Managed difficult interactions, achieving positive outcomes for clients.
- Utilized system tools for precise data verification and response accuracy.
- Contributed to high satisfaction rates through effective problem-solving strategies.
Education
Diploma - undefined
Lakeside High School
LA12.2019
Skills
- Microsoft applications expertise
- Data entry and analysis skills
- Active Directory administration
- Salesforce CRM capabilities
- Windows systems knowledge
- IT support services
- ServiceNow platform skills
- Networking basics understanding
- Google Docs familiarity
- Documentation skills in technology
- Remote access methods
- Quality control techniques
- Communication proficiency
- Empathy in service interactions
- Critical thinking skills
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Nationstar Mortgage LLC. Mr. Cooper
02.2024 - 09.2024
Technical/Customer Support Specialist
General Dynamics Information Technology
10.2022 - Current
Call Center Agent
INFOCISION
12.2021 - 08.2022
Client Operations Representative
TELEPERFORMANCE
01.2020 - 11.2021
Diploma - undefined
Lakeside High School