DEARDRA WRIGHT
Memphis,TN
Summary
Have a varied background focused on direct interaction with clients via customer service roles and indirectly through customer order fulfillment via warehousing. A dedicated customer service professional with knowledge of service delivery and proven multitasking abilities. Also committed to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Care Associate Remote
Activus Connect
09.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Provided online demonstrations to educate customers on product features and online help resources.
- Communicated with clients regarding account services, statements, and balances.
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
- Handled pin/ password reset
- Resolved 10-20 tickets daily
401K Specialist Remote
Siemens Corporation
03.2023 - 06.2023
- Maintained sensitive information with strict confidentiality and modeled ethics, professionalism and service orientation in employee interactions.
- Responded to 403b inquiries from employees relating to enrollments, plan changes and contribution amounts.
- Tracked 401K eligibility and managed enrollment and administration of company retirement and financial benefits plans.
- Prepared and mailed invoices to customers, processed payments, and documented account updates
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options
- Submitted cash and check deposits and generated cash receipts to record money received
- Explained technical information in clear terms to promote better understanding for non-technical users
- Used ticketing systems to manage and process support actions and requests
Customer Service Representative Remote
Everise
01.2021 - 02.2022
- Inbound and outbound call handling
- Appointment Scheduling
- Handling of customer PHI and PII in accordance with regulations
- Use of multiple databases and systems
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Met customer call guidelines for service levels, handle time and productivity
- Educated customers about billing, payment processing and support policies and procedures
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Managed over 20 customer calls per day.
Forklift Operator, Receiver, and Shipper
Games Workshop
09.2017 - 01.2021
- Operation,Inventory, Picking/Packing , Shipping/Receiving
- Unloaded materials and goods at designated locations for best project availability
- Transported goods between warehouse locations according to shipment and storage needs
- Operated all of following lifts: (Swing reach, cherry picker, scissor lift, electric jack, manual jack, stand up) equipment safely and efficiently
- Interpreted and taught new hires to understand work orders, production figures and BOLs to inform adjustments for increased productivity
- Trained employees in safe equipment use such as lifts, box cutters, scanners, and manually jacks.
- Inspected equipment for defects and performed repairs or maintenance tasks.
- Increased productivity to meet demand
Sales Associate
Gamestop
02.2016 - 09.2019
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Provided positive first impressions to welcome existing, new and potential customers
- Helped customers locate products and checked store system for merchandise at other sites
- Answered customer questions regarding sizing, accessories and proper care for merchandise
- Solved customer challenges by offering relevant products and services
- Processed product returns and assisted customers with other selections
Server Shift Leader
Cracker Barrel Restaurant
03.2015 - 11.2016
- Addressed and resolved customer conflicts with managed waitstaff, verifying satisfactory outcomes for involved parties
- Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes
- Trained new waitstaff personnel, providing rapid onboarding processes to integrate additional team members quickly
- Collaborated with kitchen staff to coordinate restaurant goals such as upselling certain items, addressing product availability issues and other communication concerns
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Increase sales by 10%
General Laborer
CEVA Logistics Inc
06.2014 - 02.2015
- Prepared orders for shipment by systematically picking, packing and labeling merchandise
- Wrapped pallets in shrink wrap prior to loading
- Performed inventory control, such as counting and stocking merchandise
- Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight.
- Participated in safety seminars.
- Assisted team members with tasks that require group effort.
Memphis Ambassadors Program - Ambassador Volunteer
05.2009 - 05.2013
- Volunteered with groups and organizations to help make measurable differences for program recipients
- Greeted visitors and answered questions about program, requirements and opportunities
- Planned and delivered numerous activities and special events
- Maintained clean facilities to better serve program needs
- Delivered services to customer locations within specific timeframes
- Demonstrated respect, friendliness and willingness to help wherever needed
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Completed clerical tasks and office duties
- Helped Elderly and cancer patients
- Volunteered work in many fields: Nursing centers, Libraries, American Red cross, Food Banks, Community centers, Ronald McDonald House, Clerk offices.
Education
Bachelor of Science - Information Technology
Western Govern University
Salt Lake City, UT05.2026
Certification- Google IT Support - Information Technology
Coursera
California08.2022
Highschool Diploma - undefined
Kirby Highschool
Memphis, TN2013
Skills
- Basic computer architecture
- Operating systems (Windows, Linux, Mac)
- Remote connection and virtual machines
- Familiar with computer networking
- Troubleshooting
- Routing concepts
- Typing 50 wpm
- Ticketing and password resets
- Familiar with Genesys, AWS, Citrix, Zendesk
- Document and Software management
Accomplishments
- Certificate of Recognition from MAP-Memphis Ambassador Program Internship
Certification
Coursera certifications:
- Technical Support Fundamental,
- Bits and Bytes: Computer Networking,
- Operating OS and Becoming a Power User
- System Administrator and IT Infrastructure
- IT Security
- Heart Saver First AID CPR AED Certification American Heart Association
Timeline
401K Specialist Remote
Siemens Corporation
03.2023 - 06.2023
Customer Care Associate Remote
Activus Connect
09.2022 - Current
Customer Service Representative Remote
Everise
01.2021 - 02.2022
Forklift Operator, Receiver, and Shipper
Games Workshop
09.2017 - 01.2021
Sales Associate
Gamestop
02.2016 - 09.2019
Server Shift Leader
Cracker Barrel Restaurant
03.2015 - 11.2016
General Laborer
CEVA Logistics Inc
06.2014 - 02.2015
Memphis Ambassadors Program - Ambassador Volunteer
05.2009 - 05.2013
Bachelor of Science - Information Technology
Western Govern University
Certification- Google IT Support - Information Technology
Coursera
Highschool Diploma - undefined
Kirby Highschool
Coursera certifications:
- Technical Support Fundamental,
- Bits and Bytes: Computer Networking,
- Operating OS and Becoming a Power User
- System Administrator and IT Infrastructure
- IT Security
- Heart Saver First AID CPR AED Certification American Heart Association
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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