Daarina Slocum
Philadelphia,PA
Summary
Motivational coach with 10+ years of experience within the customer services field. Known for compassion and directness with training and development of agents.
Overview
22
22
years of professional experience
Work History
Contractor Coach
PECO, An Exelon
10.2023 - Current
- Enhanced customer satisfaction by addressing and resolving escalated concerns in timely manner.
- Maintained high-quality service standards with focused employee coaching and performance evaluations.
- Ensured adherence to regulatory guidelines and company policies through regular quality assurance audits of call center agents'' interactions.
- Delivered consistent results by setting clear expectations and holding staff accountable for meeting performance goals.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Evaluated interactions between associates and customers to assess personnel performance.
- Consulted with customers to assess needs and propose optimal solutions.
Customer Service Representative (CSR)
PECO Exelon Corporation
09.2022
- Receive inbound customer calls regarding billing concerns.
- Identifying electric and gas emergency process to technician job
- Furnishing information to process new service orders, process disconnects and transfers of existing services.
- Analyzing billing concerns to determine if field visit is required
- Analyze bills for customers who complain about bills too high or too low
- Analyze accounts to resolve customers' concerns to prevent high bill complaints
- Analyzing billing concerns to determine if field visit is required
- Furnishing information to process new service orders, process disconnects and transfers of existing services.
- Cancel and Re-bill account to correct customers' bills.
- Analyze accounts with inaccurate meter readings and send to Billing Department for corrections.
- Applications: CIMS, CX Wrapper, Avaya, OMS., Microsoft Office
Customer Service Rep
Independence Blue Cross
10.2017 - 06.2020
- Taking inbound calls, answering questions in reference Medicare Supplement Plans.
- Processing payments for premiums,
- Providing plan benefits to insured members and providers.
- Promoting and obtaining AARP memberships to eligible members.
Public Interviewer/liaison
M. DAVIS AND COMPANY
02.2002 - 02.2014
- Used predictive, auto dialer, and manual dialing phone systems.
- Surveyed public on various topics.
- Stored information for further data research.
Education
ASSOCIATES DEGREE - CULINARY ARTS
ART INSTITUTE OF PHILADELPHIA
Philadelphia, PA06.2004
Associates - Business HOSPITALITY MANAGEMENT
Peirce College
Philadelphia, PA06.2001
Associate of Applied Business - HOSPITALITY MANAGEMENT
POST SECONDARY ACADEMIC
Philadelphia, PA05.2000
Skills
- Customer Relations
- Active Listening
- Clerical Support
- Customer Consulting
- Call Center Operations
- Managing Multiple Tasks
- Customer Service
- Critical Thinking
Timeline
Contractor Coach
PECO, An Exelon
10.2023 - Current
Customer Service Representative (CSR)
PECO Exelon Corporation
09.2022
Customer Service Rep
Independence Blue Cross
10.2017 - 06.2020
Public Interviewer/liaison
M. DAVIS AND COMPANY
02.2002 - 02.2014
ASSOCIATES DEGREE - CULINARY ARTS
ART INSTITUTE OF PHILADELPHIA
Associates - Business HOSPITALITY MANAGEMENT
Peirce College
Associate of Applied Business - HOSPITALITY MANAGEMENT
POST SECONDARY ACADEMIC
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