Darlene Askew
Carpentersville ,IL
Summary
Experienced Operations Services Lead with over 23 years of experience in customer service and property tax specialist. Excellent reputation for resolving problems and providing customer satisfaction.
Overview
23
23
years of professional experience
Work History
Senior Associate, Operations Services Lead
CoreLogic Formally First American
06.2006 - Current
- Manages a team of 16 Customer Service Representatives servicing all 50 states
- Oversee operations team’s daily work tasks, including distributing assignments, compiling daily and monthly reports
- Handles customer escalations, BBB & CFPB Complaints
- Serve as the training liaison for offshore and stateside operations
- Perform daily quality control audits for onshore team and offshore partners to ensure their meeting required benchmarks
- Supported exchange of feedback and communication between management and associates.
- Offer each client top-notch customer service to boost customer satisfaction.
- Promptly addressed concerns, complaints and inquiries to meet customer satisfaction.
- Work directly with lenders, county & city tax offices, homeowners and other third parties to resolve any tax property concerns
- Provide management reports, train new team members, conduct research on tasks as needed and maintain business relationships.
- Approach each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Act as a backup for supervisor for certain related tasks
Customer Service Representative
First American
11.1999 - 06.2006
- Managed approximately 10-15 inbound calls in a timely manner with the goal of assisting or educating callers on concerns related to property taxes
- Efficiently analyzed concerns utilizing multiple databases, systems, and programs, while consistently meeting performance benchmarks in all areas
- Enacted clear and concise verbal and written communication summaries to update client records and interactions
- Employed conflict resolution tactics to defuse customer complaints
- Mentored and trained newly hired associates daily.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
Niles West High School
Niles, ILSkills
- Customer Service
- Verbal and Written Communication
- Team Support
- Data Entry
- Project Management
- Microsoft Office & Excel
- Leadership & Management
- Escalated Calls Management
- Customer Inquiries
- Quality Control Analysis
- Jira/Talon/ E-Reports
Timeline
Senior Associate, Operations Services Lead
CoreLogic Formally First American
06.2006 - Current
Customer Service Representative
First American
11.1999 - 06.2006
High School Diploma -
Niles West High School