Deloren Williams
Cartersville
Summary
Professional in conflict resolution, skilled in identifying and addressing complex customer issues with precision and empathy. Adept at fostering team collaboration, ensuring seamless communication, and adapting to evolving challenges. Expertise includes problem-solving, critical thinking, and maintaining high service standards to drive successful outcomes. Known for reliability and unwavering focus on achieving goals.
Overview
14
14
years of professional experience
Work History
Senior Resolution Specialist
Progressive Insurance
09.2021 - Current
- Troubleshoot and guide others on a wide variety of complex problems and assist with identifying solution
- Handle first level escalations and provide an efficient resolution meeting and exceeding customer expectations
- Report consistent consistent problems to the supervisor of others
- Mentor onboarding classes educating/training new hires
- Compiled data on trends and identified potential enhancements.
- Improved customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Mentored junior staff members on various aspects of conflict resolution, helping them develop essential professional skills.
- Negotiated settlements between disputing parties, balancing the needs of both sides while upholding company policies.
Pro-Business Coordinator
Home Depot
09.2020 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Increased client satisfaction with timely communication and proactive problem-solving skills.
Customer Service Representative
Surya
01.2020 - 09.2020
- Coordinated with internal departments to efficiently process orders, ensuring timely deliveries without compromising quality standards or customer expectations.
- Maintained a clean, organized workspace to efficiently process orders in a fast-paced retail environment.
- Input customer sales information into POS system to process orders.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
Supply Chain Coordinator
The Home Depot Inc
06.2019 - 01.2020
- Analyzed data to identify trends and opportunities for process improvements, leading to increased efficiency in operations.
- Coordinated communication between internal departments and external partners, facilitating smooth execution of end-to-end supply chain activities.
- Resolved issues through negotiations and led contract compliance and vendor performance reviews.
- Participated in strategic planning sessions aimed at enhancing overall business growth through optimized supply chain operations.
- Tracked and monitored purchase orders, deliveries and invoicing to verify accuracy and compliance.
Patient Communication Rep
Marietta Eye Clinic
03.2019 - 06.2019
- Contributed to a positive work environment through collaborative teamwork and open communication with colleagues.
- Handled high volumes of incoming calls calmly under pressure while maintaining clear focus on delivering outstanding service levels at all times.
- Increased patient awareness of available resources through consistent outreach efforts via phone or email campaigns targeted at specific demographics or needs groups within the community.
- Served as a knowledgeable resource for both internal staff and patients regarding available medical services, acting as a liaison between various departments to facilitate seamless coordination of care.
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Tier 1 Technical Support Representative
Momentum Telecom
07.2015 - 03.2019
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
Customer Service Representative
Alorica
11.2010 - 07.2015
- Upsold additional products or services when appropriate, increasing overall sales revenue.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated closely with other departments to resolve complex issues promptly, enhancing interdepartmental cooperation.
- Balanced multiple projects simultaneously without compromising quality or missing deadlines.
Education
High School Diploma -
Cartersville High School
Cartersville05-2009
Skills
- Team Member Training
- Zendesk experience
- Quality assurance expertise
- Operations Management
- Complaint Handling
- De-Escalation Techniques
- Investigation skills
- Assertiveness
- Quality control understanding
- Policy Interpretation
- Technical support scheduling
- Desktop Technical Support
- Active Listening
- Critical Thinking
- Data Entry
- Problem-solving abilities
- Network Troubleshooting
- Ticket management
Timeline
Senior Resolution Specialist
Progressive Insurance
09.2021 - Current
Pro-Business Coordinator
Home Depot
09.2020 - 09.2021
Customer Service Representative
Surya
01.2020 - 09.2020
Supply Chain Coordinator
The Home Depot Inc
06.2019 - 01.2020
Patient Communication Rep
Marietta Eye Clinic
03.2019 - 06.2019
Tier 1 Technical Support Representative
Momentum Telecom
07.2015 - 03.2019
Customer Service Representative
Alorica
11.2010 - 07.2015
High School Diploma -
Cartersville High School
Similar Profiles
Monique PlattMonique Platt
Customer Service Consultant at Progressive InsuranceCustomer Service Consultant at Progressive Insurance
Clara KnightClara Knight
Multi-line Representative at Progressive InsuranceMulti-line Representative at Progressive Insurance
Daniella SarabiaDaniella Sarabia
Bodily Injury Claims Adjuster at Progressive InsuranceBodily Injury Claims Adjuster at Progressive Insurance