Darian Carson
Princeton,WV
Summary
Dynamic customer service professional with proven expertise at IBEX Global, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic complaint handling and upselling strategies. Adept at navigating high-pressure situations while maintaining professionalism, consistently exceeding performance goals and fostering positive client experiences.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
IBEX Global
05.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Sales Associate
Grants Supermarket
01.2021 - 12.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Direct Support Professional
Southern Highlands Community Mental Health Center
Princeton, WV
04.2019 - 02.2021
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
Sales Associate
Walmart
Princeton, WV
02.2018 - 02.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
Lifeguard
Princeton City Pool
Princeton, WV
06.2017 - 06.2018
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Ensured swimmer safety by vigilantly monitoring pool area and enforcing rules.
- Monitored safety of guests in and around swimming pool.
- Provided friendly customer service to guests and addressed concerns.
- Attentively monitored swimmers to identify distress.
- Responded to emergency situations in a timely, efficient manner.
- Assisted swimmers in distress using appropriate rescue techniques based on individual needs and circumstances.
- Handled incident reporting accurately and efficiently, documenting any occurrences that required intervention or assistance from lifeguard staff.
Lifeguard
Princeton Elks
Princeton, WV
06.2017 - 09.2017
- Maintained a clean and safe facility, performing necessary cleaning tasks on a daily basis.
- Upheld hygiene standards in pool and surrounding area.
- Prevented accidents through regular equipment inspections and maintenance.
- Maximized customer satisfaction by greeting pool patrons with courtesy and resolving issues promptly.
- Monitored pools and surrounding areas for adherence to safety protocols.
Education
Diploma -
Princeton Senior High School
Princeton, WVSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Client relations
- Professional telephone demeanor
- Call center operations
- Product knowledge
- Order processing
- Documentation
- De-escalation techniques
- Building rapport
- Customer education
- Product sales
- Account management
- Service upselling
Timeline
Sales Associate
Grants Supermarket
01.2021 - 12.2021
Customer Service Representative
IBEX Global
05.2019 - Current
Direct Support Professional
Southern Highlands Community Mental Health Center
04.2019 - 02.2021
Sales Associate
Walmart
02.2018 - 02.2019
Lifeguard
Princeton City Pool
06.2017 - 06.2018
Lifeguard
Princeton Elks
06.2017 - 09.2017
Diploma -
Princeton Senior High School