DeMarquise Washington
Douglasville
Summary
Dynamic customer service professional with extensive experience at Xfinity Comcast, excelling in conflict resolution and active listening. Proven track record of enhancing customer satisfaction and loyalty through effective problem-solving and upselling strategies. Skilled in call center operations and data entry, consistently delivering results in high-pressure environments.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Xfinity Comcast
02.2021 - 03.2025
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Shift Manager
IntegraCore
06.2016 - 06.2019
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Coached crew members to optimize performance and motivate toward more efficient work.
Customer Service Rep
NCO Call Center
02.2012 - 03.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Audio Engineering And Business - Audio Engineering And Business
SAE
Atlanta, GA05.2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Call center operations
Timeline
Customer Service Representative
Xfinity Comcast
02.2021 - 03.2025
Shift Manager
IntegraCore
06.2016 - 06.2019
Customer Service Rep
NCO Call Center
02.2012 - 03.2015
Audio Engineering And Business - Audio Engineering And Business
SAE
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