Hi, I’m
Alicia Darnell
Houston,Texas
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
6
years of professional experience
Work History
Harbor Freight ToolsHouston, TX
Customer Satisfaction Manager
09.2022 - 09.2023
Job overview
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
- Developed and maintained a team of call center representatives to meet performance standards.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Implemented new strategies for improving customer experience through better communication channels such as email, text messaging or web chat support.
AT&TCharlotte, NC
Team Lead
09.2020 - 09.2022
Job overview
- Monitored calls for quality assurance purposes..
- Developed action plans to improve customer service and sales results..
- Provided leadership during times of organizational change or crisis situations.
- Conducted regular one-on-one meetings with representatives to discuss progress and address any issues or concerns.
- Provided technical support for agents when necessary.
Spectrum (Charter Communication LLC)Grand Rapids, MI
Retention Representative
10.2019 - 09.2020
Job overview
- Participated in regular meetings with cross-functional teams discussing customer loyalty goals and objectives.
- Developed customized offers tailored specifically for each individual based on their needs.
- Built strong relationships with customers by providing exceptional support throughout their entire journey.
- Worked with fellow sales team members to achieve group targets.
- Answered product questions with up-to-date knowledge of sales and promotions.
AT&TDavenport, IA
Sales Representative
09.2017 - 10.2019
Job overview
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Used technology resources to assist customers in locating and selecting items.
Education
University of PhoenixTempe, AZ
Bachelor of Science from Correctional Program Support Services
01.2025
Muskegon Heights High School
High School Diploma
05.2010
Skills
- Team Motivation
- Time Management
- Employee Performance Evaluation
- Strategic Planning
- Product and Service Knowledge
- Customer Relationship Management (CRM)
- Staff Supervision
Clubs & Programs
- National Society of Leadership and Success
- CWA
Timeline
Customer Satisfaction Manager
Harbor Freight Tools
09.2022 - 09.2023
Team Lead
AT&T
09.2020 - 09.2022
Retention Representative
Spectrum (Charter Communication LLC)
10.2019 - 09.2020
Sales Representative
AT&T
09.2017 - 10.2019
University of Phoenix
Bachelor of Science from Correctional Program Support Services
Muskegon Heights High School
High School Diploma
Similar Profiles
Raymond RamosRaymond Ramos
Sales Associate at Harbor Freight Tools USASales Associate at Harbor Freight Tools USA
Christopher SchnierChristopher Schnier
Sales Supervisor at Harbor Freight Tools USASales Supervisor at Harbor Freight Tools USA
Tyreck SkipperTyreck Skipper
Logistics Manager at Harbor Freight ToolsLogistics Manager at Harbor Freight Tools
Ivanna NaterIvanna Nater
Sales Supervisor at Harbor Freight Tools USASales Supervisor at Harbor Freight Tools USA
Aathika TamheenAathika Tamheen
Digital Communications Analyst at NRG EnergyDigital Communications Analyst at NRG Energy