Summary
Overview
Work History
Education
Skills
Timeline
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Darian Lancaster

Silver Spring,MD

Summary

Personable and dedicated Customer Service Representative with experience in banking, hospitality, and call center industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Concierge

ABC Services of Maryland
Rockville, MD
08.2023 - Current
  • Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
  • Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
  • Maintained a professional presence at the front desk area by adhering to dress code standards.
  • Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately.
  • Organized packages received by mail or courier on behalf of guests while ensuring they are properly tracked.
  • Performed administrative duties such as filing paperwork related to concierge service transactions.

Participant Service Representative

MissionSquare Retirement
Washington, DC
09.2021 - 02.2022
  • Answered incoming calls and offered highest level of professionalism and knowledgeable service to every customer.
  • Built relationships with participants through positive attitude and communication.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Informed customers about product lines and services offered by company.
  • Provided customer service and issue resolution to increase QA satisfaction levels.
  • Answered 100-200 daily phone calls to resolve retirement account customer issues.
  • Evaluated benefits for each caller to determine service needs and address concerns.

Guest Experience Representative

Marriott International, Inc
Washington, DC
12.2019 - 03.2020
  • Organize, confirm and process guest check-ins/ check-outs and adapt for any changes
  • Secure payment, verifying and adjusting billing as needed
  • Provide guests with room and hotel information, directions, amenities and local interests
  • Run daily reports, reviewing to see what needs to be communicated to the next shift’s staff
  • Complete cashier and closing reports, counting the bank at the end of each shift securely
  • Accept and record wake-up calls, delivering to the right department
  • Communicate any emergency, lost item or theft to proper security staff and/or authorities
  • Keep contingency lists in case of emergency and communicate any necessary messages
  • Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions.
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Managed customer complaints and rectified issues to complete satisfaction.

Call Center Representative

Eagle Bank
Silver Spring, MD
05.2017 - 12.2019
  • Consistently provides excellent customer service to internal and external customers
  • Delivers support and assistance by telephone to customers and ensures that issues are resolved promptly, thoroughly, and in a friendly and professional manner
  • Handles a high volume of calls efficiently using strong subject matter knowledge excellent communications skills and patience
  • Identifies, researches, and resolves customer issues using the systems that manage the online banking database and card management systems using relevant FIS applications
  • Identifies and escalates priority issues and routes calls to appropriate resources
  • Follows account privacy and customer identity protection practices in accordance with bank policy
  • Shares new information and knowledge with peers
  • Recognizes and alerts management to customer complaint trends or critical customer problems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Reviewed customer account information to determine current issues and potential solutions.

Education

Bachelor of Science - Psychology

University of Maryland-University College
05.2021

Associate of Arts -

Montgomery College
08.2016

Master of Arts - Mental Health Counseling

Washington Adventist University
Takoma Park, MD

Skills

  • Customer communications
  • Call documentation skills
  • Inbound phone call management
  • Interpersonal skills
  • Account updating
  • Payment processing
  • Professional telephone voice
  • Listening skills
  • Administrative skills
  • Effective planning
  • Conflict management
  • Cash transactions
  • Email and telephone decorum
  • Call routing
  • Money Handling
  • Regulatory Compliance
  • Safe and vault operation
  • Debt and credit management
  • MS Office proficient

Timeline

Concierge

ABC Services of Maryland
08.2023 - Current

Participant Service Representative

MissionSquare Retirement
09.2021 - 02.2022

Guest Experience Representative

Marriott International, Inc
12.2019 - 03.2020

Call Center Representative

Eagle Bank
05.2017 - 12.2019

Bachelor of Science - Psychology

University of Maryland-University College

Associate of Arts -

Montgomery College

Master of Arts - Mental Health Counseling

Washington Adventist University

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Darian Lancaster