Duncan Covington
Atlanta,GA
Summary
Marketing graduate with a strong background in sales and customer service, experienced in supporting diverse customers and resolving inquiries efficiently. Skilled in communication, troubleshooting, and fostering positive user experiences, with a detail-oriented and adaptable approach in fast-paced, mission-driven environments
Overview
12
12
years of professional experience
Work History
Customer Service Team Lead
Goldfein Claims
06.2022 - Current
- Collaborated with cross-functional teams to address complex customer issues and enhance service processes.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
Floor Manager
Olive Garden
08.2017 - 05.2022
- Oversaw daily operations to ensure efficient floor management and optimal customer service.
- Trained and mentored new staff, enhancing team performance and service quality.
- Made personal recommendations for customers by sharing product knowledge and demonstrating product.
- Resolved customer complaints promptly, enhancing satisfaction and loyalty.
Route Sales Representative
Home City Ice
08.2014 - 07.2017
- Delivered exceptional customer service by resolving inquiries and ensuring satisfaction with products.
- Developed strong relationships with clients, enhancing repeat business and loyalty.
- Maintained positive relationships with customers using good communication and follow-through abilities.
- Boosted revenues by upselling and cross-selling products to new and established customers.
- Developed customized solutions for individual clients based on their unique needs and preferences.
Education
Bachelor of Business Administration - Marketing
University of West Georgia
Carrollton, Georgia, GA07-2020
Skills
- Excellent Communication
- Customer Service Excellence
- Issue Resolution & Troubleshooting
- Detail-Oriented
- Cross-functional Collaboration
- Microsoft Office Proficiency
- Relationship Building
- CRM Systems
Timeline
Customer Service Team Lead
Goldfein Claims
06.2022 - Current
Floor Manager
Olive Garden
08.2017 - 05.2022
Route Sales Representative
Home City Ice
08.2014 - 07.2017
Bachelor of Business Administration - Marketing
University of West Georgia