Summary
Overview
Work History
Education
Skills
Timeline
Generic

Darin Allen

Gahanna,Ohio

Summary

Highly enthusiastic professional with over 20 years of customer service experience including specializing in account management and highly escalated customer concerns. Passionate about helping people and identify solutions and process improvements.

Overview

24
24
years of professional experience

Work History

Customer Experience Shift Lead

Upstart
Columbus , Ohio
11.2019 - Current
  • Act as firstline support to answer questions, concerns for disgruntled borrowers
  • Work cross functionally to help resolve customer concerns and provide excellent service to escalated borrowers
  • Coach and provide feedback to agents
  • Evaluate calls and provide quality feedback
  • Train and on-board new escalation agents
  • Identify trends, assist with reporting to ensure each borrower is handled within the SLA within Upstart policies
  • Act as a mentor and consultant for payment analyst to provide guidance and feedback related to escalation
  • Act as a manager to handle complex payment related issues
  • Manage the daily case queues to ensure efficiency and quick response time for borrowers
  • Build strong relationships with peers, managers and other teams to help ensure we are able to properly investigate and resolve new escalated situations
  • Handle reporting for the department and to assigned teams
  • Identify possible process and workflow improvements

Fraud Analyst

Gap Inc
Columbus , Ohio
05.2017 - 05.2018
  • Perform routine account activity review of high risk transactions.
  • Follow standard procedures and action plans to reduce exposure on suspect items and/or transactions.
  • Research and resolve (clear,cancel, customer/bank-follow-up) orders utilizing fraud tools.
  • Make outbound and receive inbound calls to limit fraud.
  • Resolve customer issues while following the department guidelines for verification.
  • Manage difficult situations with customers coupled with an expertise in answering inquiries and providing information to customers

Recovery Call Center Supevisor

Alliance Data
Westerville, OH
08.2011 - 05.2014
  • Evaluate and coach agents to call quality standards on charged-off accounts
  • Assure consistent delivery of results against key goals
  • Ensure collection practices were being done according to the FDCPA guidelines
  • Motivate associates to improve performance by developing and implementing innovative ideas
  • Partner with Human Resources with hiring associates by interviewing and assisting in job fairs
  • Resolve escalated issues form associates, customer and internal/external partners
  • Coach, train and develop associates through written and oral feedback in efforts to enhance performance
  • Manage the day to day operations by fielding questions and utilizing tools to ensure service levels were being met
  • Particpated in special projects and other duties delegated by senior management

Customer Operations Supervisor/Account Operations Manager

Fiserv
Dublin, Ohio
04.1999 - 02.2011
  • Act as a liaison for Fiserv and their clients assisting with any operational needs
  • Build and maintain relationships with the clients by proactively identifying opportunities for process improvements and assigned client bases including but not limited to cost saving initiatives
  • Prepare and deliver account reviews and performance reporting as it related to SLA during weekly conference call or quarterly. on site visits
  • Assist Account Executive with onboarding process of new clients
  • Analyze metrics and offer services that could improve clients performance
  • Answer client related questions written and verbally to resolve problems in a timely manner
  • Ensure client satisfaction by reviewing results and troubleshooting any operational issues
  • Develop project plans and statement of work estimates
  • Participate in implementation and ensure ongoing services and projects are delivered on time to meet client requirments
  • Develop project plans and statement of work estimates

Education

High School Diploma -

Keyser High School
Keyser

High School Diploma -

Mineral County Technical Center
Keyser, WV

Skills

Strong analytical skillsundefined

Timeline

Customer Experience Shift Lead

Upstart
11.2019 - Current

Fraud Analyst

Gap Inc
05.2017 - 05.2018

Recovery Call Center Supevisor

Alliance Data
08.2011 - 05.2014

Customer Operations Supervisor/Account Operations Manager

Fiserv
04.1999 - 02.2011

High School Diploma -

Keyser High School

High School Diploma -

Mineral County Technical Center

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Darin Allen