D
Demitra Hood
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Philadelphia, Pa, US
Canada
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Résumé
Jobs
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- MCustomer Retention SpecialistMedical GuardianApr 2021 - Sep 2024 (3 years 6 months)• Handled inbound and outbound calls daily, delivering exceptional customer service with urgency and care • Empathized with clients, resolving outstanding issues and renegotiating agreements, contributed to customer retention • Retained customers by listening, taking ownership of issues, and providing solutions to prevent voluntary disconnections • Monitored and coordinated repricing strategies for existing clients, ensuring satisfaction • Demonstrated clear and effective communication, both written and verbal • Made independent decisions to resolve customer concerns within set time limits, following up to ensure complete resolution
- RCustomer Service CoordinatorRM EstatesFeb 2016 - Apr 2020 (4 years 3 months)• Served as point of contact for clients, facilitating communication between technical and non-technical stakeholders • Reduced customer complaints by addressing and solving issues in a friendly, professional manner • Managed finances by reviewing monthly reports and reconciling accounts payable • Coordinated over 10 projects simultaneously, handling contract analysis, scheduling, and progress tracking
Lead Customer Service AssociateWalmartJun 2010 - Feb 2016 (5 years 9 months)• Supervised customer inquiries, processed returns, and provided product information, ensuring customer satisfaction • Trained and supervised customer service associates, improving team performance and service standards • Monitored service processes, managed queues, and ensured compliance with company policies • Collaborated with management to improve customer experience by identifying areas for improvement and implementing changes
Education
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- AHigh School DiplomaAbraham Lincoln HS