Deshari Lee
Enfield
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Everise
Enfield, NC
08.2025 - 02.2026
- Resolved patient inquiries regarding insurance benefits and coverage options.
- Assisted healthcare providers in managing appointment scheduling and patient flow.
- Educated patients on healthcare services and procedures to enhance understanding.
- Implemented feedback mechanisms to improve service delivery and patient satisfaction.
- Monitored performance metrics to identify areas for improvement in service efficiency.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Team Member
ManpowerGroup
Whitakers, NC
08.2024 - 06.2025
- Oversaw daily operational workflows to ensure efficiency and productivity across teams.
- Mentored new team members on best practices and safety protocols.
- Improved process accuracy by implementing standardized procedures for task execution.
- Collaborated with management to identify areas for operational enhancements and cost reductions.
- Assisted in training new employees on safety protocols and operational procedures.
- Coordinated with team members to maintain a clean and safe work environment.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Kept warehouse stations and equipment in good working order in line with OSHA requirements.
- Reduced product damage rates by enforcing proper handling techniques and storage methods.
- Achieved targets for order processing, diligently working to meet daily quotas.
- Improved safety standards by conducting regular equipment checks and safety drills.
Crew Member
McDonald's
Rocky Mount, NC
04.2024 - 08.2024
- Delivered exceptional customer service by efficiently processing orders and addressing inquiries.
- Maintained cleanliness and organization of dining and kitchen areas to ensure compliance with health standards.
- Operated kitchen equipment, including fryers and grills, while adhering to safety protocols.
- Collaborated with team members to optimize workflow during peak hours, enhancing overall service speed.
- Trained new crew members on operational procedures and best practices for customer engagement.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
Customer Service Representative
Broadpath (Remote)
06.2022 - 04.2024
- Ensure clear and concise communication with customers, active listening, and adapting your language and tone to suit their needs.
- Develop a strong understanding of Broadpath's products and services to provide accurate and helpful information to customers.
- Identify customer issues and provide prompt and effective solutions, escalating complex problems to the appropriate channels when necessary.
- Display patience and empathy towards customers, understanding their concerns and addressing them with a helpful and supportive attitude.
- Efficiently manage your time to handle multiple customer inquiries, prioritizing urgent matters while maintaining attention to detail.
- Keep detailed and accurate records of customer interactions, including issues raised, solutions provided, and any necessary follow-up actions.
- Collaborate with colleagues and cross-functional teams to share knowledge, seek assistance when needed, and contribute to a positive team environment.
- Strive to exceed customer expectations, ensuring a positive experience throughout their interaction with Broadpath.
- Stay updated on industry trends, product updates, and customer service best practices to enhance your skills and provide exceptional service.
Customer Service Associate
Conduent (Remote)
10.2021 - 06.2022
- Demonstrated exceptional customer service skills by promptly and courteously addressing customer inquiries, concerns, and complaints, resulting in a high customer satisfaction rating.
- Handled a high volume of inbound customer calls on a daily basis, effectively managing call time and utilizing active listening techniques to understand customer needs.
- Utilized strong problem-solving abilities to analyze customer issues, identify root causes, and provide appropriate solutions, resulting in a 20% reduction in customer escalations.
- Developed and maintained in-depth knowledge of Conduent's products and services, effectively communicating complex information to customers in a clear and concise manner.
- Consistently met and exceeded productivity targets, handling an average of 50+ customer calls per day while maintaining a high level of accuracy and professionalism.
- Implemented effective documentation and record-keeping practices, accurately documenting customer interactions, issues, and resolutions in the company's CRM system.
- Collaborated with cross-functional teams, including technical support and account management, to resolve complex customer issues, resulting in improved issue resolution time by 15%.
- Actively participated in training programs to enhance product knowledge and improve customer service skills, receiving commendation for outstanding performance in the training program.
- Assisted in the development and improvement of standard operating procedures (SOPs) for customer service, contributing to streamlined processes and improved team efficiency.
- Mentored and trained new customer service representatives, sharing best practices and providing guidance to support their successful onboarding and development within the company.
Customer Service Specialist
Teleperformance
Boston, MA
09.2018 - 08.2021
- Provided exceptional customer service by promptly and professionally handling a high volume of inbound customer calls, resulting in a consistently high customer satisfaction rating.
- Demonstrated strong problem-solving skills by effectively analyzing customer issues, identifying root causes, and providing accurate and timely solutions, resulting in a 15% decrease in customer escalations.
- Developed a deep understanding of Teleperformance's products and services, ensuring accurate and comprehensive assistance to customers and effectively addressing their inquiries and concerns.
- Consistently met and exceeded performance targets, including call handling time, quality assurance metrics, and customer service ratings, maintaining a track record of high performance and productivity.
- Utilized active listening techniques to empathize with customers, understand their needs, and provide personalized solutions, resulting in positive customer feedback and increased customer loyalty.
- Collaborated with cross-functional teams, such as technical support and account management, to efficiently resolve complex customer issues and ensure a seamless customer experience.
- Demonstrated proficiency in utilizing customer relationship management (CRM) systems and other software applications to accurately document customer interactions, issues, and resolutions.
- Actively participated in training and development programs to enhance product knowledge, customer service skills, and call handling techniques, resulting in improved performance metrics.
- Assisted in the implementation and improvement of standard operating procedures (SOPs) for customer service, contributing to streamlined processes and increased team efficiency.
- Mentored and trained new customer service representatives, providing guidance and support to facilitate their successful integration into the team and ensure consistent service quality.
Education
High School Diploma -
Northwest Halifax High School
Littleton, NC06-2010
Nurse Aide - Certified Nurse Aide
Nash Community College
Rocky Mount, NC05-2013
Skills
- Inbound and Outbound Calling
- Call Management
- Product Knowledge
- Conflict Resolution
- High-Energy Attitude
- Technical Support
- Creative Problem Solving
- Microsoft Excel
- CRM Software
- Adaptability
- Conflict resolution
- Typing 40 WPM
- Microsoft Outlook
- Problem-Solving Abilities
- Critical Thinking
- Patience
- Empathy
- Teamwork
- Knowledge Of Policies And Procedures
- Professionalism
- Date Entry
- Organizational Skills
- Active Listening
Timeline
Customer Service Representative
Everise
08.2025 - 02.2026
Team Member
ManpowerGroup
08.2024 - 06.2025
Crew Member
McDonald's
04.2024 - 08.2024
Customer Service Representative
Broadpath (Remote)
06.2022 - 04.2024
Customer Service Associate
Conduent (Remote)
10.2021 - 06.2022
Customer Service Specialist
Teleperformance
09.2018 - 08.2021
High School Diploma -
Northwest Halifax High School
Nurse Aide - Certified Nurse Aide
Nash Community College