DARCY JOHNSON
Customer Support Specialist
Phoenix,AZ
Summary
Dynamic professional with a proven track record of effectively navigating challenging situations and excelling in demanding roles to drive positive outcomes. Adept at thriving in fast-paced environments that require exceptional organizational, technical, and interpersonal skills. Proficient in various software applications, including MS Word, Excel, PowerPoint, Outlook/SharePoint, Slack, Google Suite, Salesforce, and specialized online management systems. Committed to delivering results that exceed expectations while fostering collaboration and efficiency within teams.
Overview
19
19
years of professional experience
Work History
Customer Support Tier 1
Funnel Leasing
Tampa, FL
04.2025 - Current
- Funnel Leasing (acquired LeaseHawk, 05/2025) — CSR 05/2025 – Present • Helped Lead seamless migration of users/accounts to NewCo platform, reducing churn.
- Guided new company's team members through operational systems and processes to enhance the merging experience.
- Oversaw integration of new company systems and processes. Collaborated with CRM support team to troubleshoot and resolve software challenges.
CUSTOMER SERVICE LEAD
LeaseHawk
Scottsdale, AZ
10.2016 - 05.2025
- Addressed inquiries and resolved concerns regarding products and services, including app and AI features.
- Conducted comprehensive audits and generated detailed reports for clients and executives.
- Updated tracking numbers for efficient order management. Assisted users with property and company information inquiries. Supported clients in maintaining accurate records.
- Addressed and resolved product and service issues to enhance customer satisfaction.
CUSTOMER SERVICE REPRESENTATIVE
Journey Blooms
Phoenix, AZ
09.2015 - 10.2016
- Managed customer complaints and inquiries related to plans and shipments. Oversaw shipment updates and guaranteed punctual delivery of monthly shipments. Conducted audits on commissions and facilitated timely issuance of commission checks.
- Oversaw database updates for customer information and order management. Supervised phone and ticket system operations. Generated daily reports and presented insights to executives.
AGENT SERVICES CUSTOMER SERVICE REPRESENTATIVE
HomeSmart
Scottsdale, AZ
03.2015 - 09.2015
- Facilitated support for over 4000 real estate agents in transaction management, website updates, marketing strategies, paperwork processing, and commission calculations.
- Oversaw license renewal initiatives and developed continuing education programs for agents. Facilitated in-person and webinar classes to enhance agent knowledge and skills.
- Compiled and managed comprehensive reports and spreadsheets to support agent services department needs.
SYSTEMS SPECIALIST/ANALYST/ONBOARDING
LeaseHawk
Scottsdale, AZ
04.2012 - 09.2014
- Executed setup of new sites and accounts to enhance operational efficiency.
- Streamlined processes for managing cancellation requests to enhance customer experience.
- Compiled and finalized daily reports to ensure feature maintenance across sites and accounts.
- Collaborated with customer service and sales personnel to address and meet their operational needs.
- Performed detailed audits to assess compliance and enhance overall efficiency.
ACADEMIC COUNSELOR SOUTHEAST DIVISION
University of Phoenix
Phoenix, AZ
04.2007 - 04.2012
- Oversaw student engagement initiatives to enhance understanding of degree requirements and academic progress. Developed comprehensive resources on university policies and practices for student reference.
- Analyzed student academic processes to uncover obstacles and executed strategies that guided students toward graduation.
- Advised and mentored 400 students throughout their academic journey, ensuring timely graduation.
- Managed submission of essential reports and activities by deadlines to support student retention initiatives.
Education
Bachelors of Arts - General Social Science
Hope International University
Fullerton, CA05.2004
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Guest Experience
- Customer Satisfaction
- Time management
- Attention to detail
- Flexible and adaptable
- Multitasking
- Reliable
- Critical thinking
- Organization and time management
- Troubleshooting/Problem resolution
- Clear Communication
Timeline
Customer Support Tier 1
Funnel Leasing
04.2025 - Current
CUSTOMER SERVICE LEAD
LeaseHawk
10.2016 - 05.2025
CUSTOMER SERVICE REPRESENTATIVE
Journey Blooms
09.2015 - 10.2016
AGENT SERVICES CUSTOMER SERVICE REPRESENTATIVE
HomeSmart
03.2015 - 09.2015
SYSTEMS SPECIALIST/ANALYST/ONBOARDING
LeaseHawk
04.2012 - 09.2014
ACADEMIC COUNSELOR SOUTHEAST DIVISION
University of Phoenix
04.2007 - 04.2012
Bachelors of Arts - General Social Science
Hope International University