Philson Dashia
Laurel,MD
Overview
5
5
years of professional experience
1
1
Language
Summary
Adaptable support specialist with a background in customer service, logistics, and CRM documentation. Strong in active listening, troubleshooting, and handling complex complaints with professionalism. Focused on improving customer loyalty through fast, accurate, and empathetic support.
Work History
Customer Support Specialist
Regalo International
Minneapolis, MN
01.2024 - 11.2026
- Responded to customer inquiries via phone, email, and chat with accurate product and service information.
- Resolved billing, order, and account issues while maintaining professionalism and service quality.
- Documented customer interactions and updated records in CRM systems for accurate follow-up.
- Escalated complex concerns to appropriate departments and tracked resolution status.
- Processed returns, exchanges, and service requests according to company policies.
- Assisted customers with account navigation, troubleshooting, and status updates.
- Followed communication scripts and service procedures to ensure consistent support.
- Coordinated with internal teams to deliver timely solutions and improve customer experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Engaged in training sessions to improve service delivery. programs to enhance product knowledge and customer service skills.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across the company.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Customer Service Representative
Globaltranz Enterprises
Cockeysville, MD
06.2021 - 01.2023
- Resolved customer inquiries regarding shipment status, billing, and delivery exceptions with accurate, timely communication.
- Tracked freight movements in transportation systems and updated clients on transit changes.
- Coordinated with carriers and internal teams to address service issues and maintain shipment visibility.
- Documented customer interactions, claims, and case details in CRM systems for consistent follow-up.
- Processed order updates, appointment changes, and special handling requests with strong attention to detail.
- Escalated complex service concerns to appropriate departments while preserving customer satisfaction.
- Supported invoice review and discrepancy resolution for freight charges and account questions.
- Maintained organized records and ensured accurate communication across operations, sales, and logistics teams.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
Google Digital Marketing - Digital Marketing
Google Digital Marketing
01-2024
Bachelor of Science - Language And Communication
University of Buea
Buea Cameroon07-2019
Skills
- Customer relationship management (CRM)
- CRM software
- Customer relationship management
- CRM tools
- Remote support tools
- Problem-solving
- Complaint handling
- Sales support
- Customer engagement
- Multitasking and organization
- Time management
- Empathy and patience
Languages
English
Professional Working
Timeline
Customer Support Specialist
Regalo International
01.2024 - 11.2026
Customer Service Representative
Globaltranz Enterprises
06.2021 - 01.2023
Google Digital Marketing - Digital Marketing
Google Digital Marketing
Bachelor of Science - Language And Communication
University of Buea