Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Darlene Blake

Millbury

Summary

Seeking a position as a customer service representative while utilizing my extensive knowledge and abilities to promote the growth and success within your company. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers. Seasoned Member Services Specialist with broad experience in managing customer inquiries, resolving issues and maintaining high levels of customer satisfaction. Possess strong communication skills for fostering positive client relationships and team collaboration. Demonstrated ability to streamline processes for improved efficiency while ensuring adherence to established guidelines. Consistently focused on boosting service quality and enhancing end-user experience. Resourceful Member Services Specialist recognized for high productivity and efficient task completion. Skilled in customer relationship management, conflict resolution, and data analysis. Excel in communication, empathy, and problem-solving, ensuring member satisfaction and loyalty. 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. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development. Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes. Motivated high school student with a track record of academic excellence looking for part-time work. Intends to develop professional work experience utilizing excellent communication and time management skills. A committed student eager to leverage exceptional communication and interpersonal skills in a professional setting. Possesses experience in data entry and money handling. Capable of quickly memorizing product details and fostering strong customer relationships. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Recent graduate with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Outgoing student pursuing flexible part-time employment with weekend and evening shift options. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Motivated student eager to apply classroom knowledge to real-world experiences, with a strong willingness to learn and contribute. Effective communicator with a collaborative mindset, ready to bring fresh perspectives and a strong work ethic to any team.

Overview

37
37
years of professional experience
1
1
Certification

Work History

Member Services Representative

U Health Solutions
Shrewsbury
01.2023 - Current
  • Resolve inbound and outbound contacts in accordance with established program policies, procedures, and standards for adult protective services
  • Provide customers with comprehensive assistance in obtaining access to benefits from a broad array of insurers, payors, providers, and advocacy groups
  • Perform administrative functions, including but not limited to review of enrollment applications and documentation
  • Utilize provided scripts and procedures to provide customers with general information and exercise reasonable judgment to appropriately transfer / escalate more complex issues to the appropriate location for resolution
  • Adhere to scheduled shift and break times
  • Perform basic administrative functions, including but not limited to filing and scanning of documents
  • Demonstrate consistent and professional customer service skills: active listening, ability to engage the customer, appropriate utilization of resources, clear written and verbal communication
  • Log contacts in accordance with program policies, procedures, and standards
  • Achieve maximum productivity and quality standards for each task assigned
  • Actively participate in quality control, quality improvement initiatives, and tethered 'buddy' training
  • Maintain the confidentiality of all business documents and correspondence according to HIPAA, corporate, and program guidelines

Customer Service Representative

Spectrum Communications
Worcester
04.2019 - 01.2023
  • Proficient in Microsoft, Avaya, several work-related systems, & search engines
  • Excel in problem solving & analytical thinking
  • Strong leadership skills to communicate with all organizational levels among written and verbal means
  • Exceptional multi-tasking ability
  • Excellent with heavy call volume
  • High attention to detail
  • Ability to utilize problem solving skills to resolve all customer questions and concerns
  • Thrive working independently as well as in a team environment
  • Fosters connection by putting people first and building trust
  • Uses awareness to help develop and maintain positive environment virtually and face to face
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Developed positive relationships with customers through friendly interactions.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Provided accurate information about products and services to customers.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Developed strong customer relationships to encourage repeat business.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Promoted available products and services to customers during service, account management and order calls.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Excelled in exceeding daily credit card application goals.
  • Implemented innovative methods for streamlining the customer service process.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Strengthened customer retention by offering discount options.
  • Oversaw warranty counseling process to manage expense controls.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Answered customer inquiries via phone, email, and chat.
  • Led on- and off-site customer support teams across multiple time zones.
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
  • Identified needs of customers promptly and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Maintained updated knowledge through continuing education and advanced training.
  • Achieved cost-savings by developing functional solutions to problems.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Supported sales team members to drive growth and development.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Updated databases with new and modified customer data.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Collected deposits or payments and arranged for billing.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Resolved customer complaints promptly and efficiently.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Mentored junior team members and managed employee relationships.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Completed routine maintenance and repair.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Completed day-to-day duties accurately and efficiently.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Operated equipment and machinery according to safety guidelines.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Worked effectively in team environments to make the workplace more productive.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Conducted testing of software and systems to ensure quality and reliability.

Customer Service Repair Representative

Spectrum Charter
Worcester
04.2019 - 01.2023
  • Handel high Call Volumes while providing superior customer service
  • Provide over-the-phone video, internet, home phone support and repair services
  • Provide billing information, collect payments, add and remove services
  • Plans and efficiently schedules appointments
  • Effectively assessing and troubleshooting equipment issues using advanced diagnostic tools
  • Work independently and in a team environment
  • Training new employees
  • Keep records of customer interactions
  • Making sure customers’ needs are being taken care of

Senior Customer Service Representative

JN Phillips Auto Glass
Auburn
03.2009 - 04.2019
  • Filing of insurance claims and the modifying of the claims
  • Determine billing information for services requested, collect payments, and gather Insurance information for billing
  • Plans and efficiently schedules same day or next day appointments
  • Knowledge of inventory with the ability to determine parts while maintaining inventory control within company
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Communicate with customers over the telephone through multiple phone lines and through face-to-face interaction
  • Responsible for ordering and returning inventory in a timely manner

Office Manager

Roy’s Auto Glass
Dudley
02.2000 - 03.2009
  • Maintained maintain Glass Pac program
  • Prepare and coordinate contracts with automotive shops
  • Responsible for maintaining inventory
  • Responsible for all human resources duties
  • Communicate with customers over the telephone and through face-to-face interaction
  • Communicate with insurance companies to coordinate contracts
  • Handled accounts receivable and payable among customers and insurance companies
  • Handled small claims using the court system

Radioman

US Navy
01.1988 - 01.1997
  • Responsible for transmitting and receiving radio signals
  • Responsible for processing all forms of telecommunications through various transmission media aboard ships, aircraft and at shore facilities
  • Maintained voice and data circuits between the ships of a battle group and allied units
  • Utilized message systems for generalized broadcasts and unit specific messages that were handled based on message priority and handling procedure
  • Responsible for the proper handling and destruction of classified material
  • Responsible for periodic maintenance of the communications equipment, including transmitters, receivers, and antennas
  • Maintained updated knowledge through continuing education and advanced training.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Completed routine maintenance and repair.
  • Operated equipment and machinery according to safety guidelines.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Recognized by management for providing exceptional customer service.
  • Achieved cost-savings by developing functional solutions to problems.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Updated and maintained databases with current information.
  • Operated a variety of machinery and tools safely and efficiently.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Completed day-to-day duties accurately and efficiently.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.

Skills

  • Multi-line Phone Systems
  • Accounts Receivable
  • HIPAA
  • Accounts Payable
  • Office Management
  • Administrative Experience
  • Bookkeeping
  • Management
  • Microsoft Outlook
  • QuickBooks
  • Accounting

Certification

Driver's License

Timeline

Member Services Representative

U Health Solutions
01.2023 - Current

Customer Service Representative

Spectrum Communications
04.2019 - 01.2023

Customer Service Repair Representative

Spectrum Charter
04.2019 - 01.2023

Senior Customer Service Representative

JN Phillips Auto Glass
03.2009 - 04.2019

Office Manager

Roy’s Auto Glass
02.2000 - 03.2009

Radioman

US Navy
01.1988 - 01.1997
Darlene Blake