DARKESHA MITCHELL
Dallas,TX
Summary
Detail-oriented customer service and account management professional with extensive experience in managing high-volume accounts and resolving payment issues. Proven track record in ensuring policy compliance and maintaining accurate records across multiple systems. Strong communicator with a focus on collaboration and data accuracy, effectively managing processes from initiation to resolution. Recognized for exceptional organizational skills and a commitment to delivering excellent service while adhering to regulatory requirements.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Sales Support Specialist (Remote)
TX
Arlington , TX
06.2018 - Current
- Manage high-volume customer accounts, ensuring accurate billing, contract compliance, and timely resolution of payment or service issues.
- Review account details, pricing, and contract terms to verify accuracy and ensure proper charges and documentation.
- Communicate consistently with internal teams and customers to resolve discrepancies and maintain updated account records.
- Generate reports, track data entry accuracy, and monitor system records to ensure compliance with company policies and procedures.
- Collaborate with operations and field teams to coordinate service schedules and address customer concerns proactively.
- Utilize CRM and billing platforms (Salesforce, Infopro, Cisco) to audit accounts, update customer information, and track issue resolution.
- Provide proactive outreach and solutions to improve customer satisfaction and reduce service cancellations.
Customer Service Specialist and Trainer
TX
Arlington , TX
05.2017 - 06.2018
- Delivered onboarding and process training to new hires, ensuring understanding of compliance requirements, documentation accuracy, and customer communication standards.
- Handled inbound and outbound communications regarding loan and lease accounts, educating customers on payment obligations and account status.
- Ensured adherence to company policies and regulatory guidelines while resolving account inquiries and disputes.
- Assisted with special projects focused on improving customer experience and operational processes.
Customer Care Representative
Texas
Arlington, Texas
04.2016 - 03.2017
- Resolved high-volume customer inquiries via phone, email, and chat while maintaining accurate records in internal systems.
- Updated customer profiles, verified information accuracy, and documented all interactions to ensure audit-ready accounts.
- Collaborated with cross-functional departments to resolve complex account or service issues in a timely manner.
- Identified opportunities to improve retention through proactive communication and solution-based service.
Customer Service Representative
United Healthcare
Plano, Texas
03.2013 - 10.2015
- Maintained a high volume of inbound calls and emails.
- Interacted with members (college students), school representatives and medical providers to provide information regarding benefits, eligibility and process of claims.
- Assisted with locating providers for members, researched complex medical inquires, provided status on pre-authorization, appeals, medical records and pre-determination for medical services.
- Knowledgeable of claim processing codes, State Laws and Healthcare Reform Guidelines.
Customer Service Representative
Texas
Coppell, Texas
02.2008 - 12.2012
- Supervised and coached a team to meet productivity, accuracy, and customer service goals in a fast-paced environment.
- Implemented and monitored processes to improve operational efficiency, data accuracy, and service delivery.
- Coordinated scheduling, vendor communication, and service appointments, ensuring timely completion and strong working relationships.
- Resolved escalated customer concerns while maintaining policy compliance and consistent communication.
Customer Service Representative
Aegis Communications Group Inc
Irving, Texas
03.2005 - 02.2008
- Assisted customers with plan enrollment, benefits inquiries, and account updates while maintaining detailed records.
- Cross-trained new hires and supported management with process improvements and documentation accuracy.
Account Specialist
Texas
Irving, Texas
02.2004 - 01.2005
- Managed Sears commercial account portfolios, including credit reviews, chargebacks, and account adjustments.
- Collaborated with internal teams to resolve discrepancies and ensure accurate account balances and reporting.
Education
High School Diploma -
Bryan Adams High School
Dallas05.2003
Skills
- Sales support
- Customer service and support
- Product knowledge
- Relationship management
- Claims investigations
- Communication skills
- Interpersonal skills
- Data entry
- Microsoft Office proficiency
- Training development
- Team management
- Research abilities
- Policy management
- Safety awareness
- Safety logistics
Certification
Texas, #3090906
Timeline
Sales Support Specialist (Remote)
TX
06.2018 - Current
Customer Service Specialist and Trainer
TX
05.2017 - 06.2018
Customer Care Representative
Texas
04.2016 - 03.2017
Customer Service Representative
United Healthcare
03.2013 - 10.2015
Customer Service Representative
Texas
02.2008 - 12.2012
Customer Service Representative
Aegis Communications Group Inc
03.2005 - 02.2008
Account Specialist
Texas
02.2004 - 01.2005
High School Diploma -
Bryan Adams High School