Dedria W.

Hello, I’m Dedria, a results-driven customer service professional with over 10 years of experience delivering exceptional support across industries, including telecommunications, travel, health, fitness, and construction. I specialize in transforming customer experiences, improving operational efficiency, and leading high-performing teams. Throughout my career, I have consistently exceeded expectations by resolving complex customer issues, streamlining workflows, and driving measurable improvements in service delivery. Key Achievements & Impact: Increased customer satisfaction scores by 25%+ through improved response strategies and personalized support Reduced average response time by 30%, enhancing overall customer experience and retention Successfully managed and coached teams of up to 14–15 CSRs, improving team performance and productivity by 20% Resolved 95%+ of customer inquiries on first contact, minimizing escalations and boosting efficiency Implemented process improvements that reduced backlog and increased workflow efficiency by 35% Professional Experience Includes: Customer Support Supervisor & Team Lead Customer Care Representative for companies such as Delta Airline, Match, AT&T, Ergeon Inc., Clipboard Health, and Crunch Gym Expertise in high-volume support environments (chat, email, and phone) Core Skills & Tools: Customer Support (Email, Chat, Phone) CRM Systems & Ticketing Platforms Team Leadership & Performance Coaching Project & Operations Management Inbox & Calendar Management Data Entry & Administrative Support Social Media Engagement & Scheduling I bring a strong combination of empathy, efficiency, and leadership to every project. My goal is simple: to help your business deliver outstanding customer experiences that drive loyalty, retention, and growth. Let’s work together to elevate your customer support operations and create a lasting impact.