Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
Generic

Sylvian Deshommes

Tampa

Summary

Dedicated customer service professional with 10+ years of remote experience, specializing in client support, issue resolution, and mentorship. Recognized for delivering high customer satisfaction, improving team performance through training and coaching, and maintaining productivity in work-from-home environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Remote Customer Service Representative

Maximus
11.2018 - 12.2022
  • Delivered customer support via phone, email, and chat, achieving a 95%+ satisfaction rate.
  • Mentored and trained new hires, reducing onboarding time by 20%.
  • Resolved escalated issues, cutting repeat inquiries by 30%.
  • Consistently met or exceeded KPIs (response time, resolution rate, CSAT).
  • Engaged in ongoing learning to enhance product knowledge and service skills.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Remote Customer Service Specialist

One touch direct
12.2022 - Current
  • Supported 50+ daily customer inquiries with accuracy and empathy.
  • Documented feedback and suggested process improvements that increased efficiency.
  • Recognized with multiple Employee of the Month awards for top performance.
  • Educated customers on product features to enhance user experience and retention.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Developed rapport with customers, fostering long-term relationships and repeat business.

Education

High School Diploma -

Gaither High School
Tampa, FL
05-2019

Skills

  • Remote Customer Service (Phone, Email, Chat)
  • Conflict Resolution & Problem-Solving
  • CRM & Ticketing Systems (Zendesk, Salesforce, etc)
  • Mentorship & Peer Training
  • Performance Metrics & KPI Achievement
  • Time Management & Multitasking
  • Strong Written & Verbal Communication
  • Critical thinking
  • Data entry
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Microsoft Excel

Websites

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Certification

  • Customer Service Excellence Certification
  • Remote Work Productivity Training
  • Mentorship & Leadership Development Program

Timeline

Remote Customer Service Specialist

One touch direct
12.2022 - Current

Senior Remote Customer Service Representative

Maximus
11.2018 - 12.2022

High School Diploma -

Gaither High School

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