Dejuan Engleman
Louisville
Summary
Achieved high customer satisfaction by leading teams in delivering outstanding service for residential and commercial internet services. Cultivated strong relationships with clients and staff to promote teamwork and a positive work atmosphere. Developed and implemented training programs that empowered teams to exceed performance targets and improve service delivery.
Overview
12
12
years of professional experience
Work History
Sr. Service Specialist, Level II
Bank of America
01.2023 - Current
- Created a standardized call-handling flowchart to improve department-wide consistency, reduce variability in client interactions, and support quality assurance initiatives.
- Placed outbound calls to assist Health Payment Solutions clients with configuration and setup of credit processing software and payment devices.
- Documented workflows and supported operational efficiency by ensuring alignment with established procedures and compliance standards.
- Received Bronze award for schedule flexibility and completing Health Payments Solution training.
- Completed Coaching for Success Program in fourth quarter of 2024.
- Achieved promotion to Level ll in third quarter of 2024, reflecting recognition of skills, contributions, and commitment to organizational success.
- Provide support for hardware/software issues and troubleshoot inquiries through various contact methods.
- Deliver account servicing and resolve routine to moderately complex client inquiries, achieving quality control ratings in the top 90-100th percentile.
- Coordinate workflow with business partners to drive results within defined processes.
- Build strong relationships to enhance client satisfaction through understanding of end-to-end sales, service, and fulfillment processes.
- Monitor data accuracy in systems, manage information gathering, and generate reports while ensuring compliance with operational and financial controls.
Customer Service Representative ll, Residential & Business Mentor
Spectrum
08.2016 - 09.2022
- Assisted Residential and Commercial internet clients with technical questions, adapting to rapid technological changes.
- Used the troubleshooting tree to evaluate issues and develop effective solutions for a seamless user experience.
- Exceeded productivity goals, recognized as Representative of the Month in January 2022 and awarded the 2020 Charter Champions Appreciation Club Award for outstanding service.
- Promoted to Mentor within a year, training new hires in company procedures, problem-solving, and customer relations.
- Mentored over 300 new hires in residential and business units, enhancing team performance and fostering a positive learning environment.
- Developed innovative training materials, significantly improving the onboarding process and overall program success.
- Created a scenario-based learning protocol that reduced call transfers by 20%, boosting retention and efficiency in customer interactions.
- Facilitated workshops and training sessions for professional development, collaborating with leadership to assess training effectiveness and recommend improvements.
- Provided continuous feedback and support to mentees, building strong relationships that promoted open communication and engagement.
- Assumed leadership roles during key initiatives, demonstrating decision-making and problem-solving skills to maintain program effectiveness.
- Updated Powerpoints and documents to ensure alignment with changing policies, maintaining accuracy and relevance in all materials.
Electronics Associate
Walmart
05.2014 - 08.2016
- Provided timely and accurate responses to customer inquiries regarding a wide range of products and services, ensuring that all questions were addressed thoroughly.
- Assisted customers in locating merchandise within the store, enhancing their shopping experience, and promoting key items to increase sales and customer satisfaction.
- Leveraged comprehensive knowledge of electronics products to educate prospects and customers about features, benefits, and optimal usage.
- Engaged proactively with customers to understand their needs and preferences, employing analytical strategies and an open-minded approach to effectively resolve concerns and challenges.
Education
Data Analytics Professional Certificate - undefined
Coursea
09.2022
High School Diploma - undefined
Jefferson County High School
Louisville, KY05.2014
Skills
- Creative solutions
- Compliance monitoring
- Performance analysis
- Attention to detail
- Listening skills
- Excellent communication
- Multitasking and organization
- Data processing
- Process improvements
- Progress reporting
- Reporting and documentation
- Task prioritization
- Analytical thinking
Accomplishments
- Awards & Recognition
- Received Gold Award recognition for overall contributions in ASK Forum, assisting with multiple Client Escalations, and providing a demo of Restaurant Solution to the Kentucky Market President.
- Received Silver Award recognition for being one of top performing agents of Second Quarter of 2025.
- Received Bronze Award recognition from the Kentucky Market President for providing demo of Restaurant Solution.
- Received Bronze Award recognition for assisting with Client Escalations. Attention to detail when addressing our merchants' requests significantly enhances the client experience
- Received recognition for reaching and maintaining the department's Availability metric goal throughout the 3rd quarter of 2025.
- Received recognition for reaching and maintaining the department's Schedule Adherence metric goal throughout the 3rd quarter of 2025.
- Received recognition for zero missed complaints in the 2nd and 3rd quarters of 2025.
- Received recognition for being apart of the Quality Assurance 100% club for March, May, June, July, and August of 2025.
Timeline
Sr. Service Specialist, Level II
Bank of America
01.2023 - Current
Customer Service Representative ll, Residential & Business Mentor
Spectrum
08.2016 - 09.2022
Electronics Associate
Walmart
05.2014 - 08.2016
Data Analytics Professional Certificate - undefined
Coursea
High School Diploma - undefined
Jefferson County High School