Demetria Rowson
Norfolk
Summary
Dynamic customer service professional with extensive experience at Portfolio Recovery Associates, adept at conflict resolution and building rapport. Skilled in problem resolution and data entry, I enhanced customer loyalty through empathetic complaint handling and effective upselling, contributing to significant sales growth while maintaining high satisfaction levels.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Portfolio Recovery Associates
12.2017 - 03.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Identified and resolved discrepancies and errors in customer accounts.
Server
Logan’s Roadhouse
02.2015 - 04.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associate Of Applied Science - Human Resources Development
Tidewater Community College
Norfolk, VASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint resolution
- Payment processing
- Call management
- Product knowledge
- Team development
- Documentation
- De-escalation techniques
- Building rapport
- Quality control
Timeline
Customer Service Representative
Portfolio Recovery Associates
12.2017 - 03.2025
Server
Logan’s Roadhouse
02.2015 - 04.2018
Associate Of Applied Science - Human Resources Development
Tidewater Community College
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