Darinesha Ford
Pensacola
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
9
9
years of professional experience
Work History
Member Service Representative/Tier1 Rep
Navy Federal Credit Union
01.2021 - 10.2024
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Maintained strong knowledgebase of product options and sales promotions to better serve every customer.
- Consulted with customers regarding needs and addressed concerns.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Improved productivity by providing CSR performance feedback for corrective action.
- Continuously evaluated help desk performance, identifying areas for improvement and implementing targeted strategies to enhance efficiency and overall customer satisfaction.
MSA/Closer
Navy Federal Credit Union
05.2019 - 11.2020
- Coordinated with buyers, sellers, title companies, attorneys, escrow agents, surveyors, and real estate agents to collect information to complete loan submissions
- Managed and tracked status of assigned loans to expedite closings without issues
- Collected closing figures, input closing information, and generated loan documentation
- Monitored pipeline by communicating with underwriters and processors
- Helped Processor's with ordering appraisals,HOI, title insurance and etc.
Assistant Manager
Crazy 8
02.2018 - 04.2019
- Communicated regularly with management team concerning all aspects of sales, customer feedback, and associate performance
- Supervised hourly and temporary personnel, provided work direction and reviewed work processes
- Held Area Managers accountable for meeting performance goals
- Ensured all customers received friendly, quick, and efficient service
- Maintained focus on promoting and driving sales, including the execution of next season planning
- Evaluated the performance of associates and mentored underperforming employees on ways to improve
- Stayed current with all store initiatives and communications, sharing with associates as required
- Analyzed productivity reports, assisting in managing performance.
Customer Service Representative
Alorica
08.2016 - 02.2018
- Consistently met identified team and client performance metrics, goals, and deadlines
- Answered incoming calls and assisted customers with questions
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Diagnosed technical issues, identifying, and implementing corrective solutions
- Documented and maintained records of support requests, elevations, and actions taken
- Removed broken or outdated hardware and replaced with new parts to achieve the desired level of performance.
Child Caretaker
06.2017 - 07.2017
- Helped children practice good hygiene and provided potty training and diapering
- Maintained safe, nurturing environment for children and followed prescribed procedures for optimal care
- Engaged children with fun crafts such as painting and drawing to expand creative abilities
- Supervised children at play and monitored activities for safety
- Balanced daily schedule to provide for sufficient activity, rest, and playtime
- Cooked meals and prepared and snacks.
Deli Associate
Walmart
05.2015 - 05.2017
- Unloaded and broke down deliveries, stocked cases, and rotated cooler products
- Managed interruptions while attending to details and servicing customers
- Followed procedures for slicing, weighing, and labeling products for sale
- Maintained correct assortment of products and optimal product quality at deli counter and on sales floor
- Helped customers build meal solutions with targeted recommendations for different types of events
- Greeted customers, took orders, recommended new products, and provided efficient service
- Ensured popular products were stocked to meet customer demand
- Accepted phone orders and prepared foods for delivery
- Operated equipment and cleaned after use, keeping surfaces sanitized
- Helped customers select products based on tastes and preferences
- Sliced, weighed, and wrapped deli items carefully to preserve freshness
- Checked counters to assure that foods were refrigerated at appropriate temperatures.
Education
High School Diploma -
Mcdonogh College Preparatory School
New Orleans, LA05.2011
Skills
- Customer Service
- Calm and Professional Under Pressure
- De-escalation Techniques
- Understanding Customer Needs
- Multitasking and Prioritization
- Excellent Attention to Detail
- Sales Monitoring
- Product and Service Knowledge
- Verbal and Written Communication
- Staff Training
- Upselling Products and Services
- Active Listening
- Tier 1 support
Timeline
Member Service Representative/Tier1 Rep
Navy Federal Credit Union
01.2021 - 10.2024
MSA/Closer
Navy Federal Credit Union
05.2019 - 11.2020
Assistant Manager
Crazy 8
02.2018 - 04.2019
Child Caretaker
06.2017 - 07.2017
Customer Service Representative
Alorica
08.2016 - 02.2018
Deli Associate
Walmart
05.2015 - 05.2017
High School Diploma -
Mcdonogh College Preparatory School
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