John (Shane) Dechon
Irvine,CA
Summary
Seasoned Customer Service Specialist offering 24 years of related experience combined with proven customer service, communication and conflict mediation skills. Successful at defusing upset, angry customers with calm and level-headed approaches. Team-oriented, resourceful and adaptable to changing demands.
Overview
27
27
years of professional experience
Work History
Customer Care
Rise Well Homes
Irvine, California
07.2024 - 09.2026
- Reviewed survey data and other feedback to identify improvement areas for customer care teams.
- Completed quality checks on resolved tickets submitted by customer care analysts.
- Tracked team performance metrics to gauge success of customer care initiatives.
- Assessed customer care processes and procedures to recommend needed updates.
- Participated in brainstorming sessions with other departments to create innovative ideas for improving the overall quality of customer care services.
- Performed quality assurance reviews of calls handled by the customer care teams.
- Created detailed process documents outlining best practices for customer care operations.
- Gathered customer feedback to improve the quality of customer care services.
Customer Care Specialist
Irvine Pacifc Homes
Irvine, CA
10.2010 - 03.2024
- Provided timely responses to customer questions and complaints in a professional manner.
- Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
- Developed strategies for improving customer satisfaction ratings through surveys.
- Followed up with customers after purchase or resolution of issue in order to measure their satisfaction levels.
- Established positive relationships with key stakeholders both internally and externally.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Engaged in conversation with customers to understand needs, resolve issues.
- Oversaw warranty process to manage expense controls.
Customer Service Representative
Califorina Pacific Homes
IRVINE, California
08.1999 - 10.2009
- 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 strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Oversaw warranty process to manage expense controls.
Education
High School Diploma -
Bolsa Grande High School
Garden Grove, CASkills
- Customer Service Excellence
- Quality Assurance
- Appointment Scheduling
- Problem Resolution
- Customer Relations
Timeline
Customer Care
Rise Well Homes
07.2024 - 09.2026
Customer Care Specialist
Irvine Pacifc Homes
10.2010 - 03.2024
Customer Service Representative
Califorina Pacific Homes
08.1999 - 10.2009
High School Diploma -
Bolsa Grande High School