Brenda Darnell
Arlington,TX
Summary
Proven leader with a track record of enhancing operational efficiency through process implementation and team leadership. Excelled in customer service management, significantly boosting customer satisfaction and retention. Skilled in scheduling management and conflict resolution, adept at fostering a culture of continuous improvement and accountability.
Overview
19
19
years of professional experience
Work History
Operations Coordinator
PMG
08.2023 - Current
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Streamlined operations by implementing efficient processes and procedures.
- Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
- Contributed to the development of departmental policies and procedures ensuring consistency across the organization.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Boosted productivity by establishing effective communication channels between departments.
Assistant Service Operations Manager
Polk Mechanical
08.2018 - 08.2023
- Established key performance indicators for employees, driving accountability and fostering a culture of continuous improvement.
- Served as the primary point of contact for escalated customer concerns, resolving issues diplomatically to maintain positive relationships and preserve brand reputation.
- Increased productivity with the introduction of effective scheduling and resource allocation strategies.
- Enhanced customer satisfaction by streamlining service operations and implementing efficient processes.
- Collaborated with Human Resources in the recruitment process, selecting candidates who aligned with company values while possessing relevant skills to excel in their roles effectively.
- Answered incoming customer phone calls and took appropriate action.
- Boosted team morale, creating an open communication culture that promoted collaboration and problemsolving.
- Communicated and monitored incoming customer emails.
- Implemented cross-training initiatives for staff members, increasing their versatility and skill sets within the department.
- Managed staffing levels strategically, ensuring optimal coverage during peak hours and minimizing downtime during slower periods.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
Customer Service Manager
Houk Air Conditioning
02.2013 - 08.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Created and reviewed invoices to confirm accuracy.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Accounting Clerk
Rescue Rooter
08.2010 - 05.2013
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
- Maintained accounting records utilizing in-house and client systems.
- Input high volume of monthly invoices with consistent accuracy.
- Provided exceptional customer service when addressing client inquiries related to invoices, payments, or account balances.
Customer Service Specialist
Rescue Rooter
08.2005 - 08.2010
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
Burlington High School
Burlington, KS05.1986
Skills
- Scheduling Management
- Customer Invoicing
- Process Implementation
- Supply Ordering
- Customer Service
- Office Administration
- Administrative Support
- Positive Attitude
- Team Leadership
- Reliable and Responsible
- Conflict Resolution
- Employee Supervision
Timeline
Operations Coordinator
PMG
08.2023 - Current
Assistant Service Operations Manager
Polk Mechanical
08.2018 - 08.2023
Customer Service Manager
Houk Air Conditioning
02.2013 - 08.2018
Accounting Clerk
Rescue Rooter
08.2010 - 05.2013
Customer Service Specialist
Rescue Rooter
08.2005 - 08.2010
High School Diploma -
Burlington High School
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