Dwayne Gwaltney Jr
Philadelphia,PA
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Customer service professional with strong focus on team collaboration and achieving results. Demonstrates effective communication, problem-solving, and conflict resolution skills. Adaptable and reliable with proven track record of leading teams through changing needs and challenges. Recognized for fostering supportive and productive work environment.
Overview
7
7
years of professional experience
Work History
Customer Service Representative Team Lead
Lowes Home Improvment
Philadelphia, PA
06.2022 - 03.2026
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified opportunities for upselling additional products or services based on customer needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed positive relationships with customers through friendly interactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Package Handler
FedEx
Philadelphia, PA
01.2021 - 05.2022
- Followed safety procedures when operating heavy machinery such as forklifts and pallet jacks.
- Ensured compliance with postal regulations regarding hazardous materials handling.
- Utilized computer systems for tracking orders, printing labels, and preparing reports.
- Inspected packages for damages or defects and recorded any issues found.
- Maintained accurate inventory records of incoming and outgoing shipments.
- Collaborated with team members on tasks such as sorting mail into designated bins.
- Transported parcels between loading docks, delivery vehicles, and post office facilities.
- Organized packages according to type, size, destination, and other specifications.
- Provided assistance to customers with special shipping needs such as oversized items or fragile cargo.
- Loaded and unloaded packages from delivery vehicles with manual and powered equipment.
- Labeled parcels accurately according to company guidelines.
- Maintained a clean work environment by removing debris from the loading dock area.
- Reported any lost or damaged items to supervisors immediately upon discovery.
- Stacked boxes onto pallets in an efficient manner.
- Managed inventory levels by tracking incoming and outgoing packages.
- Picked products using RF scanner to fill orders.
Patient Service Representative
Carestat Urgent Care Center
Philadelphia, PA
04.2019 - 04.2020
- Managed patient check-in process to ensure smooth workflow and reduce wait times.
- Facilitated communication between patients and healthcare providers to enhance service delivery.
- Maintained accurate patient records using electronic health record (EHR) systems for seamless access.
- Resolved patient inquiries and concerns promptly, improving overall satisfaction rates.
- Collaborated with medical personnel to coordinate appointments and streamline patient flow.
- Implemented process improvements that enhanced efficiency in managing patient data and scheduling.
- Led initiatives to optimize front desk operations, resulting in improved team performance and service quality.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Balanced deposits and credit card payments each day.
Education
High School Diploma -
Freire Charter Tech
Philadelphia, PA06.2021
Skills
- Scheduling
- Inbound and Outbound Calling
- Call Management
- Consultative Sales
- Sales expertise
- Product Sales
- Order Processing
- Prioritization
- Coordination
- Follow-up skills
- Quality Assurance Controls
- Clerical Support
- Microsoft Excel
- Order Fulfillment
- Critical Thinking
- Microsoft Outlook
- Positive and professional
- Multi-Task Management
- Typing proficiency
- Call Center Operations
- Documentation
- Teamwork and collaboration
- Problem-solving
- Multitasking and organization
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Complaint handling
- Issue resolution
- Outside sales
- Skill development
Languages
English
Full Professional
Timeline
Customer Service Representative Team Lead
Lowes Home Improvment
06.2022 - 03.2026
Package Handler
FedEx
01.2021 - 05.2022
Patient Service Representative
Carestat Urgent Care Center
04.2019 - 04.2020
High School Diploma -
Freire Charter Tech