Dechristie Hester
Covington
Summary
Diligent customer service professional accustomed to working independently and collaboratively in direct response to customer care and support requirements. Communicates well with others and maintains accurate records. Decisive problem solver with enthusiastic attitude and desire to please customers.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
Uber Eats Driver
Uber
Miami, FL
05.2022 - 01.2025
- Delivered orders efficiently, ensuring timely service and customer satisfaction.
- Navigated routes using GPS technology to optimize delivery times.
- Managed customer interactions to resolve issues and enhance experience.
- Maintained vehicle cleanliness and operational readiness for safety compliance.
- Operated delivery vehicles safely and efficiently.
- Determined best routes for driving to customer sites, accounting for such factors as weather and road construction.
- Completed daily pre- and post-trip vehicle inspections.
Customer Service Representative II
FPL Home(FPL Energy Services)
10.2018 - 02.2024
- Prepared documentation for customer contracts and transactions.
- Managed time by prioritizing workload and juggling multiple tasks simultaneously.
- Remained calm, composed and polite to deescalate aggressive customer behavior.
- Updated customer accounts with current personal and purchasing information.
- Ensured confidentiality of all sensitive information handled during client interactions.
- Scheduled appointments for customers as required by their needs or concerns.
- Managed high volume of inbound and outbound calls with emphasis on customer satisfaction.
- Documented all customer interactions and transactions accurately for future reference.
Customer Service Representative
Sedgwick
01.2017 - 01.2018
- Filling out FMLA/ short terms disability claims
- Successfully operates a PC, software/application
- Managing high volume calls
- Encourages, motivates, and develops team to the maximum of their ability; leads by example
- Provide detail plan policies and procedures to the custome
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Communicated with clients over phone, email and chat platforms.
Customer Service Representative
Optum/ United Healthcare
01.2015 - 01.2017
- Manage multiple clients and high volume of calls successfully operates a PC, software/applications, telephones, fax, scanner and copier
- Effectively communicates with clients and vendors.
- Ensures that Customers' needs are meet in a timely fashion
- Provide detail plan policies and procedure for customer's
- Process transactions.
- Performs special projects as assigned.
- Complies with all company policies and procedures.
- Made informed decisions under stressful circumstances.
- Served as friendly first point of contact for customer inquiries.
401K CRS
Aon Hewitt
01.2014 - 01.2015
- Assisted customers with the management of the 401(k) plans and options.
- Research, communicate and accurately resolve basic client service needs according to the commitments and standards set forth by the department.
- Process Enrollments into 401(k)
- Assisted with Contribution Rate Changes, Rollovers, Distributions and Account Reallocations.
- Provided knowledge on accounts and available plans.
Finance Collector
Global Credit and Collection-Winter Park, FL
Winter Park, FL
01.2012 - 01.2014
- Provided confidential financial services to clients within the organizations.
- Oriented and trained new employees on system databases.
- Analyzed debts and implemented programs to re-write existing loans.
- Decreased client losses by collecting on delinquent accounts; collections estimated up to1 million dollar.
- Conducted skip tracing to locate new-information on customers.
- Outperformed collection goals each quarter.
- Answered customer questions regarding problems with their accounts.
- Processed payments and applied them to customer accounts accurately and timely.
- Advised customers of necessary actions and strategies for debt repayment.
Education
High School Diploma -
American Academy Of PineCrest
Miami, FL05-2007
Skills
- Driving experience in industrial areas
- Order inquiry handling
- Networking event prospecting
- Automotive fluid level checks
- In-person customer service
- Microsoft Excel
- Adaptability and flexibility Quality assurance
- Multitasking Capability De-escalation techniques
- Time management abilities Critical Thinker
- Defensive driving
- Improving customer support response time - Customer support response time improved (More than 30%)
- Customer service
- Hazardous materials transportation
- Customer support experience within education industry
- Internal employee customer service
- Driving experience in city centers
- Customer support experience within finance industry
- ServiceNow
- Managing teams in a customer support role - Largest customer support team managed (More than 20 team members)
- Microsoft Office (8 years)
- Typing
- Inbound selling
- Computer skills (10 years)
- International customer service experience
- HIPAA
- Analysis skills
- Order processing
- Phone call management
- Customer support - Customer support experience (6-10 years)
- Vehicle cleanliness maintenance
- Load securing safety procedures
- Customer needs analysis
- Bus driving
- Customer issue escalation
- English
- Cross-selling
- HVAC
- Relationship selling
- Individual consumer customer service
- Cold calling
- Surveillance (4 years)
- Corporate sales environment
- Automotive brake inspection
- Driving experience in construction zones
- Driving experience on interstate highways
- Vehicle inspections
- Live chat
- Phone etiquette (10 years)
- Communication skills
- Providing product information
- Organizational skills
- Sales negotiation
- Email outreach prospecting
- Email customer support
- Cargo van operation
- Perishable goods transportation
- Customer support experience within e-commerce industry
- Call center agent experience
- Windows
- Retail sales
- Billing issue inquiries
- Phone customer support
- Managing customer accounts
- Sales (5 years)
- Direct selling
- Dispatching
- Microsoft Word (5 years)
- Problem-solving
- Teamwork and collaboration
- Time management
- Safe driving
- Attention to detail
- Problem-solving abilities
- Multitasking ability
- Excellent communication
- Active listening
Timeline
Uber Eats Driver
Uber
05.2022 - 01.2025
Customer Service Representative II
FPL Home(FPL Energy Services)
10.2018 - 02.2024
Customer Service Representative
Sedgwick
01.2017 - 01.2018
Customer Service Representative
Optum/ United Healthcare
01.2015 - 01.2017
401K CRS
Aon Hewitt
01.2014 - 01.2015
Finance Collector
Global Credit and Collection-Winter Park, FL
01.2012 - 01.2014
High School Diploma -
American Academy Of PineCrest