Customer Service Experience

Denzell Jevon Coats

*** ** **** ******** **** ok 73114 405-***-**** *****.*******@*****.***

Objective:

A strong and challenging position. Somewhere I can come into a company in an entry position and continue to grow as the company exceeds in marketing it’s product in the industry.

Work Experience:

Resolution Coordinator, Oklahoma City, OK May 2021-Current Research and analyze accounts prior to initiating contact and examine historical data, evaluate past resolution efforts.

• Accepts and processes both written and phone communications to resolve escalated customer account issues.

• Adjust and notate customer accounts.

• Provide excellent customer service while handling inbound calls and navigating between multiple systems.

• Read help systems, daily bulletins, and emails to stay current on policies and procedures.

• Contributes to process and customer experience improvements.

• Provide customers with information and supporting documentation as requested.

• Log disputes and communicate with maintenance locations to resolve customer issues

• Research and resolve failed transactions

• Outreach to shop locations to resolve National Account disputes

• Other duties assigned as needed

Farmers Insurance Group, Mailroom Clerk, Oklahoma City, OK April 2015 – May 2021

• Ensuring all customers' mail is USPS compliant prior to releasing it to the production team for processing.

• Address all issues pertaining to customer mail and adhere to the USPS standards, processes, and procedures.

• Assist Drivers with loading and unloading mail trays, hampers, and pallets.

• Inspects mail for the following: mail class, dates, postage, size, weight, presort markings.

Dialer Tech. (Traffic analyst/ Lead), GC Services, Oklahoma City, OK February 2013-April 2015

• Load campaigns for multiple programs. IE: BMW/UMB/FCBI

• Monitor agent activity throughout the day, wrap, idle, breaks, and lunches.etc.

• Run multiple passes on downloads daily.

• To ensure meeting client expectations of 95% Saturation and 175% Penetration for both Canada and US Portfolios.

• Monitor agent’s Q/A for compliance weekly. Design/Develop spread sheets (Excel).

• Load new hires in the following programs, Aspect, and web portal. Assign new hires to managers.

• Meet with management throughout the day to discuss strategy for night shift.

• Meet with management to review prior day's number and staffing.

• Canada, and IB/OB. For UMB load skip tracing portfolio daily. Education:

High School Diploma

Putnam City West High School Graduated 2.7 GPA, 150th out of 370 May 2010 Full Sail University

April 2023-Present

Rose State College

Some College

6420 SE 15th St, Midwest City, OK 73110

Skills & Interest

Excellent verbal communication skills

Ability to handle multiple tasks with good organizational skills Self motivated and goal oriented

Reliable and Flexible to changing work environments Promoting and Marketing music

Contact this candidate