Darlene M. Pickett
Feura Bush,NY
Summary
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.
Overview
15
15
years of professional experience
Work History
Senior Employment Security Clerk
NYS DOL
ALBANY, NY
08.2024 - Current
- DOLs Unemployment Insurance Divisions Capital District Collections Unit.
- Answered incoming calls to recover overpaid unemployment benefits, ensuring clear communication with claimants. Processed checks via phone, facilitating timely resolution of financial transactions. Sorted mail with supporting documents for transactions. maintaining organized records for accurate processing. Data entry for documents and payments received.
- Monitored security access points to ensure safety of all personnel.
- Coordinated with law enforcement during emergency response situations.
Customer Experience Specialist
PIP-PROTECTIVE INDUSTRIAL PRODUCTS
Latham, NY
10.2021 - 08.2024
- Built strong customer relationships, resolving issues on first contact to enhance satisfaction. Followed strong written and verbal proficiencies with attention to detail and accuracy, working in a fast-paced, multi-task team environment. Handled general customer concerns, such as mis-shipments, returns, and pricing discrepancies; escalated issues to ensure prompt resolution, utilizing skills from training, education, or experience. Collaborated with team to elevate individual contributions and improve overall performance. Assisting customers via telephone, email, and chat for service and support issues. Diagnosing and resolving problems utilizing department tools, resources, and business judgment, resulting in increased customer confidence with PIP products. Promoted additional products to customers during calls. the PIP product line on incoming calls; and when appropriate, on outgoing calls to customers. Demonstrated continuous performance improvement and supported department objectives as a positive role model. Ensure productivity and quality levels are met in order to meet and exceed customer expectations.
- Assessed customer needs to provide tailored product recommendations.
- Managed inquiries through phone, email, and chat channels effectively.
- Collaborated with cross-functional teams to enhance customer service processes.
Customer Service
Lowe's
Albany and Glenmont, NY
04.2021 - 10.2021
- Customer service-Assisted customers with purchases and answered phone inquiries. Supervised cashier team, supporting management and ensuring operational efficiency. Managed front-end operations, resolved customer issues, and enhanced overall customer satisfaction. They monitor breaks, provide assistance, and delegate tasks to others. They are responsible for all internet orders team and various other responsibilities.
- July 15th transferred April 2021 till October 2021
- Greeted clients and provided excellent customer service.
Motorclothes Associate
Brunswick Harley-Davidson
Brunswick, NY
03.2020 - 06.2020
- The General Merchandise / Motorclothes Associate, cash out sales from Motorclothes, Parts, and Service Departments. set-up and maintain an appealing retail environment and assist customers with their shopping and purchase of merchandise. Key Result Areas Customer Service Retail Sales of General Merchandise Responsibilities Duties Customer Service Delivered exceptional customer service, greeting customers promptly and courteously to enhance their shopping experience. Possess the ability to work with several customers at one time while maintaining individual customer satisfaction. Handle telephone transactions quickly, and courteously. Point out any sales, specials, or new merchandise to customers. Assist customers with their selection of merchandise and offer additional products that complement the purchase. Accept cash & credit card payments for merchandise purchases. Keep cash register accurate. Notify customers when special orders or back-ordered items are received. Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to excellent customer service. Retail Sales of General Merchandise Provide prompt and accurate service at cash register. Conduct or participate in periodic physical inventory of all merchandise (counts, reports etc.) Assist with setup, organization, and staging of special events such as Open houses, of HOG activities, fashion shows, etc. Developed engaging merchandise presentations that attracted and appealed to customers. Ensure merchandise displays are stocked, clean, dust free, and appealing to customers. Maintained optimal showroom product availability through consistent stocking and organization of shelves and displays. Maintain/update customer mailing lists. Attend training sessions to keep current with merchandising & inventory control issues Performed various duties to support team operations. Physical Demands Frequently required to bend, stoop, crouch, reach, and lift 35 lb. of merchandise. Working Conditions Majority of work was conducted indoors; however, some outdoor booth sales are conducted periodically during open houses or other events.
- Assisted customers in selecting apparel and accessories for motorcycles.
- Organized merchandise displays to enhance visibility and appeal.
- Maintained inventory levels and restocked items as needed.
Administrative Assistant
Northeastern Masonry Fireplace & Design
Selkirk, NY
09.2019 - 01.2020
- Coordinated paperwork and supplies for crews each morning, ensuring readiness for daily jobs. Answered multiline phone system. First person to speak to potential new customers for the business and set up appointments. Entered data into computer systems to maintain accurate records. Set up Excel spreadsheets. Scanned and linked pictures, documents and daily paperwork. Created schedules and confirmed appointments for 7 technicians and laborers. Maintained accuracy of sales books and manuals through regular updates, ensuring current information availability. Filing, faxing, requesting building permits from Towns/Counties. Showroom sales, credit card payments. Cleaned offices and showroom to maintain a professional environment.
- Managed scheduling and coordination of appointments for clients and contractors.
- Organized office documents and maintained filing systems for easy access.
- Assisted in preparing project proposals and contracts for client review.
Motorclothes Associate
Spitzies Harley Davidson dealership
Albany, NY
10.2018 - 10.2019
- The General Merchandise / Motorclothes Associate set up and maintained an appealing retail environment and assisted customers with their shopping and purchase of merchandise. Key Result Areas Provided exceptional customer service to enhance shopping experience. Retail Sales of General Merchandise Provided excellent customer service to all of the dealerships' customers by greeting them immediately in a courteous and friendly manner. Possess the ability to work with several customers at one time while maintaining individual customer satisfaction. Handle telephone transactions quickly, and courteously. Point out any sales, specials, or new merchandise to customers. Assisted customers in selecting merchandise while recommending complementary products to increase sales. Accept cash & credit card payments for merchandise purchases. Keep cash register accurate. Notify customers when special orders or back-ordered items are received. Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to excellent customer service. Retail Sales of General Merchandise Provide prompt and accurate service at cash register. Conduct or participate in periodic physical inventory of all merchandise (counts, reports etc.) Assist with set-up, organization, and staging of special events such as Open houses, of HOG activities, fashion shows, etc. Create well-organized presentations, which appeal to our customers. Maintained stocked, clean, and appealing merchandise displays to attract and engage customers. Continuously maintain showroom product availability by stocking shelves and displays. Maintain/update customer mailing lists. Attend training sessions to keep current with merchandising & inventory control issues Executed various tasks as assigned to support store operations. Physical Demands Frequently required to bend, stoop, crouch, reach, and lift 35 lb. of merchandise. Working Conditions Majority of work was conducted indoors; however, some outdoor booth sales are conducted periodically during open houses or other events.
- Assisted customers in selecting motorcycle apparel and accessories.
- Maintained inventory levels and organized stock on the sales floor.
- Provided product knowledge to enhance customer experience and satisfaction.
PASA
Home Depot
Albany, NY
01.2018 - 09.2018
- Established strong relationships with industrial, commercial, and professional customers through creative and proactive business development and prospecting. Shared product knowledge across store departments, fostering professional customer relationships centered on meeting their needs. Pro Account Sales Associates must have thorough knowledge of all departments and how to use the products in each department. Maintained cleanliness and organization of work area while fulfilling sales associate duties on sales floor. Followed safety policies and standards, completed safety training, corrected hazards, and reported unsafe conditions to ensure a safe environment for all.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Receptionist, Administrative Assistant and Service Writer
Finke Equipment
Selkirk, NY
06.2015 - 09.2016
- Managed multiline phone system, directing calls to appropriate departments to ensure prompt assistance. Recorded messages for co-workers to ensure effective communication. and emailed to co-workers. Entered work orders into service department database, maintaining accurate records for efficient processing. Organized and filed documents systematically for easy retrieval. Assisted in gathering information for new customers. Facilitated submission of credit application references and conducted follow-up calls for timely confirmation.
- Greeted customers and visitors with professionalism and friendliness.
- Managed incoming calls and directed them to the appropriate departments.
- Scheduled appointments and maintained calendars for service technicians.
Administrative Assistant
Northeastern Masonry & Chimney Services, Fireplace & Design and Fences
Selkirk, NY
02.2014 - 08.2014
- Managed multiline phone system, serving as first point of contact for potential customers and coordinating appointment scheduling. Entered data into systems accurately.. Set up Excel spreadsheets. Scanned and linked pictures, documents and daily paperwork. Coordinated schedules and confirmed appointments for seven technicians, ensuring smooth workflow and service delivery. Updated sales books and manuals regularly. Organized and maintained document storage, facilitating easy access, and handled faxing and building permit requests from towns/counties. Maintained cleanliness of offices and showroom.
Barber/Hairstylist
Planet Fitness
Glenmont, NY
09.2011 - 04.2014
- Cut men's and women's hair.
Education
High School -
Stratford High School
Ladson, SCCosmetology Institute -
Charleston Cosmetology Institute
Charleston, SCOrlo School of Hair Design and Cosmetology -
The Orlo School of Hair Design and Cosmetology
Albany, NYSkills
- Customer Service
- Office Skills : Filing, organizing paperwork or supplies, faxing, letter and memo writing, email, data entry, cleaning office, bathrooms showrooms, clearing walkways shoveling or salting
- Scheduling
- Multi-phone line
- Computer skills: Microsoft office suite, Service CEO, CDK/PFW, Towbooks, teLon
- Salesforce
- Eclipse/Solar
- NYS Mainframe
- KRONOS
- Teams
- Dispatching
- Tracking orders
- Zebra Phones
- Genesis
- Verizon MAX/CXONE
- LATs
- Detail oriented
- Organized
- Self-sufficient
- Goal-oriented
- People-oriented
- Team player
- Notary Public
Timeline
Senior Employment Security Clerk
NYS DOL
08.2024 - Current
Customer Experience Specialist
PIP-PROTECTIVE INDUSTRIAL PRODUCTS
10.2021 - 08.2024
Customer Service
Lowe's
04.2021 - 10.2021
Motorclothes Associate
Brunswick Harley-Davidson
03.2020 - 06.2020
Administrative Assistant
Northeastern Masonry Fireplace & Design
09.2019 - 01.2020
Motorclothes Associate
Spitzies Harley Davidson dealership
10.2018 - 10.2019
PASA
Home Depot
01.2018 - 09.2018
Receptionist, Administrative Assistant and Service Writer
Finke Equipment
06.2015 - 09.2016
Administrative Assistant
Northeastern Masonry & Chimney Services, Fireplace & Design and Fences
02.2014 - 08.2014
Barber/Hairstylist
Planet Fitness
09.2011 - 04.2014
High School -
Stratford High School
Cosmetology Institute -
Charleston Cosmetology Institute
Orlo School of Hair Design and Cosmetology -
The Orlo School of Hair Design and Cosmetology