Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Darika Horton

North Chesterfield,VA

Summary

Proficient in problem-solving and working in a fast-paced environment. Dynamic and energetic professional with 13 years of customer service representative experience.Ability to handle multiple projects simultaneously with a high degree of accuracy. 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

Fraud Customer Service Representative

Capital One
08.2020 - Current
  • Listen to customers’ concerns, issues and questions
  • Resolve customers’ concerns and answer customers’ questions to your best ability
  • Maintain a positive attitude and calmly respond to customers’ complaints
  • Attract customers by promoting the product and company positively, answering questions and addressing concerns as they arise
  • Recommend possible products to meet the customers’ needs
  • Refer issues and questions to managers if necessary
  • Assisted customers with a warm and professional attitude
  • Processed customer transactions
  • Assisted customers with questions
  • Handled emails, inbound calls, and outbound calls
  • Managed customer accounts
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

CSR - Customer Service Representative

Maximus Call Center
06.2016 - 08.2020
  • Responsible for managing various customer issues depending on account assignment; transactions can be related to billing and collections support, client inquiries, product support or inbound sales.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.

Customer Service Representative

Modivcare
01.2010 - 06.2016
  • Providing customer service to all members, assisting members with inquires and scheduling non emergency transportation
  • Managed customer accounts
  • Greeted customers
  • Handled reservations
  • Resolved customer issues
  • Booked appointments for clients
  • Worked in the inbound call center
  • Created call center scripts
  • Responded to inquiries and issues
  • Responded to inquiries and issues

Education

High School Diploma - undefined

George Wythe High School
2007

Skills

  • Excellent verbal and written communication, following set rules and protocol's, Time Management
  • And Empathy, Honesty and Respect (10 years)
  • Computer skills (10 years)
  • Microsoft Office (10 years)
  • Windows
  • Banking
  • Typing
  • Identifying and resolving common customer issues
  • Tendency to be reliable, dependable, and act with integrity at work
  • Call center customer service
  • Demonstrating customer service skills in a call center setting
  • Development in any professional field
  • Maintaining Privacy
  • Account Investigations
  • Issue Investigation
  • Account Updating
  • Customer Relationship Development
  • Data Entry
  • Financial Transactions
  • Microsoft Office Proficiency
  • Critical Thinking
  • Calm and Professional Under Pressure
  • Conflict Resolution
  • Customer Service
  • Call Center Operations
  • Professional Telephone Demeanor
  • Multi-Line Telephone Operation
  • Microsoft PowerPoint
  • Policy and Procedure Adherence
  • Active Listening
  • Product Promotion
  • Credit Card Payment Processing
  • Team Development
  • Problem-Solving Ability
  • Brand Representation
  • Microsoft Word
  • Typing Proficiency

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Timeline

Fraud Customer Service Representative

Capital One
08.2020 - Current

CSR - Customer Service Representative

Maximus Call Center
06.2016 - 08.2020

Customer Service Representative

Modivcare
01.2010 - 06.2016

High School Diploma - undefined

George Wythe High School

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Darika Horton