Suzette Ducksworth
Asurion
Houston
13
years of professional experience
Experienced retail service advisor with a strong background in customer relations, cross-selling, and problem resolution. Trusted for reliable communication, accurate transactions, and calm support during escalated service concerns.
Customer-focused professional with 10+ years of experience in retention, sales, and service support. Skilled in resolving billing, account, and device issues while building trust through empathy, clear communication, and dependable follow-through. Known for improving customer satisfaction and supporting revenue retention.
Work History
Retail Service Advisor
5 Years 1 Month- Diagnosed device issues and delivered repair solutions aligned with service guidelines.
- Processed customer transactions, warranties, and claims using point-of-sale systems accurately.
- Educated customers on protection plans, device setup, and service options clearly.
- Resolved escalated service concerns while maintaining professional communication and customer satisfaction.
- Maintained compliance with company procedures, security standards, and quality expectations.
- Attended to customer complaints and processed product return or replacement requests.
- Processed sales transactions accurately using point-of-sale systems.
- Resolved customer concerns professionally to preserve service quality.
Utility Sales
5 Years 8 Months- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information, and provided solutions to problems.
- Resolved problems, improved operations, and provided exceptional service.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
Retention Specialist
2 Years 8 Months- Retained customers by addressing service concerns, billing disputes, and account changes.
- Negotiated customized offers to resolve cancellations and preserve recurring revenue.
- Reviewed account history to identify renewal opportunities and prevent service interruptions.
- Documented customer interactions accurately in CRM systems and call notes.
- Resolved escalated complaints by coordinating with billing, technical support, and sales teams.
- Educated customers on package options, promotions, and contract terms to support informed decisions.
- Improved call handling efficiency by prioritizing urgent issues and streamlining follow-up actions.
Education
High School Diploma
Associate of Arts - Business Administration And Management
Skills
Good communication skills
Excellent written and oral communication
Reliability and punctuality
Empathy and patience
Goal-oriented mindset
Customer relations
Adaptive learning
Telephone etiquette
Sales proficiency
Cross-selling products
Customer service
Employee motivation
Task delegation
Timeline
Retail Service Advisor
Asurion
10.2021 - CurrentRead More
Utility Sales
Centerpoint Energy Inc
02.2016 - 10.2021Read More
Retention Specialist
Time Warner Cable
08.2013 - 04.2016Read More
San Bernardino Valley College
Associate of Arts from Business Administration And Management
Read More
Cajon High School
High School Diploma
Read More