Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Deshae McClain

Charlotte

Summary

Dynamic customer service professional with extensive experience at TTEC and Conduent, adept at enhancing customer satisfaction through active listening and effective problem resolution. Proven track record in training staff and implementing feedback mechanisms, leading to improved service delivery and reduced response times. Skilled in CRM systems and building rapport with diverse clientele.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

TTEC
07.2021 - 07.2025
  • Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
  • Collaborated with team members to improve service delivery processes and reduce response times.
  • Trained new staff on customer service protocols and company policies, promoting consistent service quality.
  • Utilized CRM systems to track customer interactions and ensure accurate record-keeping for follow-ups.

Cart Stocker

Express Catering
01.2021 - 07.2021
  • Organized and stocked merchandise efficiently to enhance product visibility.
  • Maintained inventory accuracy by conducting regular stock assessments.
  • Collaborated with team members to optimize stocking procedures and workflows.
  • Ensured compliance with safety standards while handling products and equipment.

Customer Service Representative

Conduent
05.2017 - 04.2020
  • Facilitated customer inquiries, providing accurate product information and solutions to enhance satisfaction.
  • Implemented feedback mechanisms to gather customer insights, driving improvements in service delivery.
  • Trained new representatives on best practices for customer engagement and system navigation.
  • Analyzed customer interactions to identify trends and areas for process enhancement, increasing efficiency.
  • Mentored junior staff, sharing expertise in resolving complex issues and delivering exceptional service experiences.
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
  • Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
  • Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.

Education

Crossroads Charter High School
Charlotte, NC

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Conflict resolution
  • Complaint handling
  • Payment processing
  • Customer satisfaction measurement
  • Customer relationship management (CRM)
  • De-escalation techniques
  • Building rapport
  • Customer education

Languages

English
Professional Working

Timeline

Customer Service Representative

TTEC
07.2021 - 07.2025

Cart Stocker

Express Catering
01.2021 - 07.2021

Customer Service Representative

Conduent
05.2017 - 04.2020

Crossroads Charter High School

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Deshae McClain