Darcel Whitaker
Danville,VA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Pra Group Inc
08.2020 - 12.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Aventus
08.2017 - 08.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Customer Service Representative
TELVISTA
04.2014 - 08.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Remote Customer Service
TELVISTA
09.2009 - 04.2014
- Provided excellent customer service to cultivate loyalty and satisfaction.
- Provided high-level customer service, resolving issues promptly.
- Promoted quality customer service by executing follow up procedures.
- Developed customer service processes to improve customer satisfaction.
- Greeted customers and provided outstanding customer service.
- Verified patients had positive experience by providing exemplary customer service.
- Assessed and resolved customer service problems and executed solutions.
Education
Bachelor Of Applied Science -
University of Phoenix
Tempe, AZ07.2013
Skills
- Paperwork Processing
- Data Collection
- Scheduling
- Call Management
- Account Updating
- Complaint Resolution
- Product Knowledge
- Data Entry
- Customer Service
- Call Center Operations
- Customer Education
- Problem-Solving Abilities
- Conflict Resolution
- Research
- Call Center Experience
- Customer Relations
- Service Standard Compliance
- Technical Support
- Microsoft Outlook
- Reading Comprehension
- Documentation
- Software CRM System Proficiency
- Team Development
- Customer Relationship Management (CRM)
- Proofreading
- De-Escalation Techniques
- Problem Resolution
- Payment Processing
- Account Management
- Strategic Sales Knowledge
- Order Processing
- Paperwork Processing
- Retail Sales Customer Service
- Active Listening
- Microsoft Word
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every day of our lives we are on the verge of making those changes that would make all the difference.
Mignon McLaughlin
Timeline
Customer Service Representative
Pra Group Inc
08.2020 - 12.2023
Customer Service Representative
Aventus
08.2017 - 08.2023
Customer Service Representative
TELVISTA
04.2014 - 08.2017
Remote Customer Service
TELVISTA
09.2009 - 04.2014
Bachelor Of Applied Science -
University of Phoenix
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