Darby Owens
Lutz
Summary
Experienced with handling high call volumes and providing effective customer solutions. Uses strong communication skills to resolve issues efficiently. Track record of maintaining customer satisfaction and working well within team environments. Known for reliability and ability to adapt to changing demands while collaborating with team members.
Overview
15
15
years of professional experience
Work History
Bank Sales & Service Contact Center Representative
United Services Automobile Association, USAA
09.2023 - Current
- Worked well in a team setting, providing support and guidance through y-cording opportunities.
- Learned and adapted quickly to new technology and software applications as part of the transition to the COE.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Assisted in training new hires and cross skill representatives, sharing best practices and contributing to their professional development.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
Retail Sales Associate
Zoo Tampa at Lowry Park
07.2016 - 02.2019
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
- Initiated friendly conversation with customers to determine level of assistance required.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
Office Clerk
Schmeiding Produce
05.2015 - 08.2015
- Kept office records organized and supplies well-stocked for optimal team performance.
- Managed office paperwork, including scanning documents and routing business correspondence.
- Supported office clerical functions using word processing and other software, email and office machines.
- Strictly adhered to confidentiality protocol regarding client information and documents.
- Assisted team members with special projects by coordinating records and resources to meet expected requirements.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
- Created, updated and maintained detailed documents and spreadsheets by creating professional charts, tables and filters.
Animal Technician
Dog Party USA
08.2010 - 07.2014
- Kennel maintenance and all aspects of dog care.
- Front desk customer service.
Education
Bachelor of Arts - English
University of South Florida
Tampa, FL05.2023
High School Diploma -
Haas Hall Academy
05.2014
Skills
- Organizational Skills
- Microsoft Office 365
- Google Docs
- Critical Thinking
- Quick Leaner
- Team Player
- Customer Orientated
- Time Management Skills
- Call handling
- Problem-solving skills
- Verbal and written communication
Timeline
Bank Sales & Service Contact Center Representative
United Services Automobile Association, USAA
09.2023 - Current
Retail Sales Associate
Zoo Tampa at Lowry Park
07.2016 - 02.2019
Office Clerk
Schmeiding Produce
05.2015 - 08.2015
Animal Technician
Dog Party USA
08.2010 - 07.2014
High School Diploma -
Haas Hall Academy
Bachelor of Arts - English
University of South Florida
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