Darlene Rosales
Elfers,US
Summary
Team-oriented who works well in a collaborative environment, yet thrives on work task achievements. Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Hardworking and passionate job seeker with strong organizational skills eager to secure this position. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
Work History
Remote Internal Communications
Uber Technologies, Corporate Office
02.2016 - 03.2023
- Rated Top 10 Experts of the Southeast region for " Expert Helpfulness".
- An original member to assist the launch and build Uber Technologies Corp. In Person Support presence in Tampa Bay 2016.
- Resolving high demand risk inquires in Tampa, Florida market in duration of tenure.
- Ability to work in high demand with minium supervision
- Sales, account management experience
- Demonstrated ability to problem solve and troubleshoot
- Effective communication skills with the ability to interact and connect with many types of personalities
- Worked across departments and are responsible for communicating and collaborating with others.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promptly responded to inquiries and requests from prospective customers.
- Developed and updated databases to handle customer data.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Behavioral Health Specialist Aid
Scharfeld Care Solutions Inc
02.2018 - 11.2021
- Contributed to program development initiatives aimed at improving service delivery within the organization''s behavioral health division.
- Maintained accurate documentation of client progress and treatment plans in compliance with organizational policies and legal requirements.
- Conducted thorough assessments, identifying underlying issues contributing to clients'' behavioral health concerns.
- Served as a mentor for new behavioral health specialists, sharing knowledge and expertise to support their professional growth.
Merchandising Specialist
Sea World Employment Center
03.2012 - 11.2016
- Assembled quarter and full-size point of purchase promotional displays.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Established strong vendor relationships to maintain and support business.
- Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.
- Conferred with store managers to obtain information about customer needs and preferences.
- Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
- Maintained product inventory and reordered items.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Worked with managers and advertising directors to optimize promotions.
- Supplied daily support to buyer and assistant buyer.
- Inspected merchandise for quality and arranged proper display location on floor.
- Drove client retention, managing engaging merchandise presentation to motivate impulse purchases.
- Improved sales process and tracking with implementation of new point of sale (POS) system.
Education
Bachelor of Arts - Psychology
Saint Leo University
Saint Leo, FL09.2022
Associate of Arts - Human Services
Paco Hernando State College
Hernando, FL12.2018
Skills
- Exceptional customer service
- Reliable
- Excellent communication skills
- Friendly
- Energetic
- Approachable
- Flexible
- Organized
- Strong work ethic
- Cooperative team member
- Reliable and dependable
- Independent worker
- Staff training and development
- Skilled multi-tasker
- Customer- and service-oriented
- Listening skills
- Ability to handle fast-paced environment
- Works well under pressure
- Sales Expertise
- Credit Card Payment Processing
- Active Listening
- Understanding Customer Needs
- Microsoft (Excel, Word, Outlook)
- Customer Relations
- Service Standard Compliance
- CRM Software
- Customer Service
- Call Volume and Quality Metrics
- Billing Adjustments and Refunds
- Technical Support
- Data Evaluation
- Document Control
- Refund Processing
- Records Preparation
- Livechat Messaging
Timeline
Behavioral Health Specialist Aid
Scharfeld Care Solutions Inc
02.2018 - 11.2021
Remote Internal Communications
Uber Technologies, Corporate Office
02.2016 - 03.2023
Merchandising Specialist
Sea World Employment Center
03.2012 - 11.2016
Bachelor of Arts - Psychology
Saint Leo University
Associate of Arts - Human Services
Paco Hernando State College
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