Dwayne L. Stanley II
Snellville,Georgia
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
CSR
Genpact
12.2022 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled inbound customer chat conversations from various websites Up to 4 chats at a time.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
Data Analyst
Belle Fleur
01.2022 - 04.2022
- Coordinated statistical data analysis, design and information flow.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Participated in requirements meetings and data mapping sessions to understand business needs.
- Researched and resolved issues regarding integrity of data flow into databases.
- Developed tables, views and materialized views using SQL.
Salesman
Sunglass Hut
06.2019 - 08.2019
- Maintain knowledge of store products and policies
- Provide excellent customer service and keep a high sales ratio.
- Promoted and up-sold products and services to meet needs of customers.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Upheld high standards of customer service by promoting and upselling new products and services.
Tax Preparer
Jackson Hewitt Tax
12.2018 - 06.2019
- Responsible for income tax preparation for individuals and companies
- Completed and filed returns with tax departments at local, state and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Identified potential tax credits and liabilities and ensured accurate and complete returns are filed in a timely manner
- Completed tax forms in accordance with policies and in compliance with legislation and regulations.
Customer Service Representative
Southern Upholstery
01.2018 - 11.2022
- Assist customers with knowledge on products, services and perform required repairs
- Administer customer complaints and ensure timely resolution
- Manager and process correspondence with customers
- Schedule customer appointments, document transactions and prepare required paperwork
- Prepare new contracts and handle over 50 incoming calls per day.
- Ensure optimal level of client satisfaction at all times
- Deliver and pick up items for repair and re-upholstery.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Cultivated customer loyalty, promoted repeat business and improved sales.
Packaging, TRC Staffing
09.2018 - 10.2018
- Formulate muscle ingredients, weigh, package and disburse for delivery.
Contact Representative
Treasury
08.2016 - 09.2018
- Review tax returns for accuracy and completeness
- Resolve errors and correspond with taxpayers to obtain any missing information
- Daily functions include using IDRS, NTA Intake, utilizing the IRM, EUP, ELITE, TAPS/SETR and 5081
- Consult with taxpayers to evaluate their needs and determine the best options
- Consistently improve customer satisfaction through resolution of conflicts, issues and concerns.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Cook, CSR
Dairy Queen
02.2016 - 06.2016
- Check completed documentation on orders that are submitted
- Assist co-workers with daily tasks, including preparation and cleaning
- Plan, prepare and serve meals and snacks according to orders submitted
- Assured quality control and minimized waste
- Ensured customer service and satisfaction
- Sales, - 40 Hours per Week
Education
Coursework in Office Procedures, Microsoft Office Suite, and some Accounting Procedures. Graduation Date -
TNT Academy
Lilburn, GA05.2014
Skills
- Service-oriented Sales and Customer Representative, who bring strong administrative skills as well as superb customer service Proficient and organized to bring top-level support to growing company Enthusiastic and professional as well as excellent in communication and time management skills Handles multi- tasks with accuracy and efficiency
- Detail oriented Computer-Savvy Self-Directed Data Entry Resourceful
- Microsoft Word
- Account Management
- Retail Sales Customer Service
- Order Fulfillment
- Microsoft Excel
- Typing Proficiency
- Strong Analytical and Problem-Solving Skills
- Data Profiling
- Database Management
- Database Programming and SQL
Timeline
CSR
Genpact
12.2022 - Current
Data Analyst
Belle Fleur
01.2022 - 04.2022
Salesman
Sunglass Hut
06.2019 - 08.2019
Tax Preparer
Jackson Hewitt Tax
12.2018 - 06.2019
Packaging, TRC Staffing
09.2018 - 10.2018
Customer Service Representative
Southern Upholstery
01.2018 - 11.2022
Contact Representative
Treasury
08.2016 - 09.2018
Cook, CSR
Dairy Queen
02.2016 - 06.2016
Coursework in Office Procedures, Microsoft Office Suite, and some Accounting Procedures. Graduation Date -
TNT Academy
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