Customer Service Representative
Resume:
Devin Denson
Las Vegas, NV *****
*****.******@*****.***
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
DraftKings-Nevada
September 2022 to February 2025
Answering Customer Inquiries: Addressing customer questions about products, services, orders, and policies.
Resolving Issues: Handling complaints, returns, and other customer problems efficiently and effectively. Processing accounts: Verifying customers identification, confirming details, and processing verification for their gaming accounts.
Escalating Issues: Referring complex or sensitive issues to supervisors or other specialists. Providing Excellent Customer Service: Maintaining a positive and professional demeanor, even in challenging situations.
Release Specialist/Tier 1 Specialist
Touch Point Contact Centers-Las Vegas, NV
August 2015 to May 2020
Responsibilities
I use to be point of contact also referred to as a "poc” for IAA campaign with Touch Point Contact Centers. My daily responsibilities was to open my branch, give other representatives placement in branch according to how I see the branch closing by the end of the day. Throughout the day I would make majority of out bound calls to auto body shops, collision centers, insurance companies, and also car owners regarding scheduling appointments for their vehicle to be picked up by insurance auto auctions. While making out bound calls, I would take inbound calls and schedule appointments. Periodically would send and receive emails to insurance adjusters with release issues. As a POC, I would have to do shadow training with new hires shadowing my calls, as well as coach other representatives on mistakes they made on a assignment.
Currently I am on the RobinHood campaign, my daily responsibilities on this campaign is to assist customers with their account needs, rather is figuring out their portfolio value in cash and stocks, or basic account needs such as updating their address, name, or other personal account information. This campaign consist of chat/email.
Accomplishments
Within three or four months I became a point of contact. Within first 2 months on RobinHood campaign was assigned my own bucket to work with less supervision from supervisors. Skills Used
Appointment scheduling, customer service, making outbound calls, receiving inbound calls, send and receiving emails, multitasking, active listening, communication skills via phone and email, and computer skills.
Customer Service Representative
Barclays-Henderson, NV
May 2019 to February 2020
Assist customers with their credit card inquiries such as make payments, look into pending authorizations or declined transactions, request for credit line increases, close accounts, provide detail on how card members accounts are charged interest, and also update account information. Also, maintaining a positive, empathetic and professional attitude toward customers at all times. Communicating with customers through various channels. Acknowledging and resolving customer complaints.
Telemarketer / Dispatcher
L&S Air Conditioning and Heating and Easyflow Plumbing-Henderson, NV December 2014 to August 2015
Responsibilities
Telemarketing - Called previous customers of the companies, set up appointments for preventative maintenances, and followed up with the customers to see if they were happy with the services and seen if they were interest in signing up for a yearly maintenance program. Dispatcher - Answered calls, scheduled appointments for both HVAC and plumbing, dispatched technicians to get reports and updates on jobs, and processed work orders from home warranties. Accomplishments
Accomplishments that I made at this job was transferring from the telemarketing department to becoming a dispatcher with no previous dispatching experience. Skills Used
Some skills that I demonstrated at this job was customer services, multi-tasking, active listening, and communication skills.
Customer Service Representative
Inteli Care Direct-Las Vegas, NV
May 2013 to October 2014
Responsibilities
Answer customers calls concerning internet website. Open customers accounts with their personal information. Trouble shoot any problems that customers had with website. Processed cancellations or accepted payments of visa or master card. Made sure customers understood the terms and conditions on accounts. Analyze customers wants/needs and suggested different services that would best fit customers.
Accomplishments
Accomplishments that I had during the time spent with the company was improving my customer services skills. Also developed in active listening when speaking to customers. Skills Used
Skills used while at the company was active listening, customer service, using Microsoft and typing up to 45 wpm.
Sales Associate
Ross-Las Vegas, NV
February 2013 to June 2013
Responsibilities
Greet customers as they enter store. Assist customer locate products they were looking for. Answer any and all questions that customers had about products. Checked customers out at cash register including folding clothes, bag products, accept payments of cash, card, or checks. Assisted in displaying merchandise throughout company store.
Accomplishments
Accomplished in cash handling. Also interacting with customers face to face. Skills Used
Skills included using cash register (cash handling), felting and bending constantly, and customer service. Youth Worker
Help of Southern Nevada-Las Vegas, NV
June 2012 to August 2012
Responsibilities
Answer phone and transfer to appropriate staff member. Take and distribute accurate messages. Greet clients and help provide them with the material they need. Fax, scan, and copy documents. Maintain office filing. Work on computer database inputting clients information. Organizing packages for high school visits and other trips. Monitor and maintain office material. Keep office area clean. Education
Bachelor's of Arts in Finance
Ashford University - Las Vegas, NV
May 2018 to May 2022
Academy Diploma in Finance
Ed. W. Clark High School - Las Vegas, NV
2008 to 2012
Skills
• Telemarketing
• Customer Support
• Marketing
• Microsoft Excel
• CRM Software
• Zendesk (5 years)
• Call Center
• Financial Report Writing
• Microsoft Windows Server (5 years)
• Computer Networking (5 years)
• Customer Service
• Help Desk (5 years)
• CSR
• Data Collection
• Remote Access Software (5 years)
• Customer Care
• Cold Calling
• Leadership Experience
• English
• Live Chat (5 years)
• Operating Systems (5 years)
• Financial Analysis
• Software Troubleshooting (5 years)
• Userhub (5 years)
• Accounting
Certifications and Licenses
Driver's License
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