Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Darlene Moody

Colorado Springs,CO

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

17
17
years of professional experience

Work History

Business Development Rep

McCloskey Motors
06.2021 - Current
  • Inbound/Outbound calls related to customer inquiries
  • Mantin constant knowledge of the company's inventory and to answer questions as needed
  • Schedule appointments, follow up customer concerns, following call flow to close the customer and set solid appointments
  • Field calls to correct departments and relay messages as needed
  • Trained new BDR in company procedures and policies as well as our CRM.

Billing Customer Service Rep.

Spectrum
04.2019 - 11.2020
  • Took inbound calls, able to take payments, add LOB, explain bill and current charges for customers, troubleshoot their services, and be able to handle first call resolution on every call.
  • Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.

Loyalty/retention Agent

Comcast
08.2017 - 02.2018
  • Answer incoming calls in the Loyalty department in an attempt to retain customers and promote new lines of business
  • Multitask between multiple programs to assist customers in their requests regarding billing, payments, cancellations, technical support, and equipment issues.
  • Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.

Collections Agent

Iqor
10.2012 - 11.2013
  • Contacted customers per clients request to collect the debt owed to the Kansas Department of Revenue
  • Continued account maintenance for customers to comply with the clients requirements.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.

Technical Support Agent

Alorica
05.2010 - 10.2012
  • Promoted to Team lead within six months of hire
  • Assist the team with questions and direct them on correct tools to use in order to aid customers
  • Routinely take escalated calls in order to ensure customer satisfaction
  • Successfully train new hire employees with the necessary information needed to assist customers
  • Manage the TAPPS program and develop outliers to ensure they become the best agents possible
  • Promoted to the Loyalty and Rewards program due to the soft skills and strong customer service skills I have perfected throughout my career.

Customer Service Representative

Teleprofessionals Inc.
05.2009 - 05.2010
  • Assisted the customers to the clients' guidelines
  • Managed client retention and filing claims for disability and loss of employment and life.

Customer Service Representative

Teleprofessionals Inc.
02.2007 - 05.2008
  • Assisted the customers to the clients' guidelines
  • Managed client retention and filing claims for disability and loss of employment and life.

Education

Esthetician Certificate -

IBMC College
Colorado Springs, CO
04.2016

Medical Office Assistant Degree -

Brown Mackie College
Salina, KS
01.1995

Skills

  • More than 30 years of successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and troubleshooting, sales, staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place
  • Possess solid computer skills
  • Excellent working knowledge; Microsoft Excel, WordPerfect, Microsoft Word
  • Synopsis of Achievements
  • Supervised program for improving the outlier agents in our center within a month's time frame
  • Became a trainer in small length of time before being chosen for the TAPPS program
  • Implemented the cloudy and clear forms within our site to better assist our agents who were struggling to hit projected goals by the client

References

References available on request.

Timeline

Business Development Rep

McCloskey Motors
06.2021 - Current

Billing Customer Service Rep.

Spectrum
04.2019 - 11.2020

Loyalty/retention Agent

Comcast
08.2017 - 02.2018

Collections Agent

Iqor
10.2012 - 11.2013

Technical Support Agent

Alorica
05.2010 - 10.2012

Customer Service Representative

Teleprofessionals Inc.
05.2009 - 05.2010

Customer Service Representative

Teleprofessionals Inc.
02.2007 - 05.2008

Esthetician Certificate -

IBMC College

Medical Office Assistant Degree -

Brown Mackie College

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Darlene Moody