Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Darlene Singletary

Port Richey,FL

Summary

Motivated, detailed oriented professional and Certified Customer Service Representative with more than 5 years of diverse experience managing and training staff.

Overview

14
14
years of professional experience

Work History

Sales Support Administrator

Centene Corporation
Tampa, FL
03.2022 - Current
  • Trained the sales team and offered resources to sharpen skills and discover opportunities for growth.
  • Evaluated the performance of sales staff based on clearly defined metrics to meet departmental milestones and comply with company policies.
  • Orchestrated timely and accurate resolution of complex customer issues to enhance customer relationships.
  • Cultivated and maintained lasting relationships with clients while providing exceptional sales service.
  • Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
  • Resolved customer complaints or answered customers' questions.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Guided employees in handling difficult, or complex, problems.
  • Trained employees on best practices and protocols, while managing teams to maintain optimal productivity.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Participated in subordinates' tasks to facilitate productivity, or help overcome difficulties.
  • Onboard new hires.
  • Maintain internal databases and spreadsheets.
  • Audit calls and escalated tickets.
  • Drafting and editing documents, reports, and correspondence.

Sales Support Coordinator

WellCare/Centene Health Plans Inc.
Tampa, FL
08.2019 - Current
  • Scheduled logistics for delivery of ID Cards and Plan Documentation /Material products and services to customers across the United States.
  • Maintained positive brand identity, leveraging strategic customer relation initiatives to promote affirmative relationships with clients and partners.
  • Followed-up with sales teams and customers with complex issues to coordinate resolutions.
  • Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
  • Met performance standards consistently for answer rate, handle time and service quality.
  • De-escalated irate customers with communication skills and sales expertise.
  • Processed customer orders, exchanges and returns and kept customers informed about progress.
  • Fielded customer queries via Agent Callidus Connect, Phone Call and Email communication channels, providing clear, accurate answers to technical questions and support requests.
  • Provided training and product support for Insurance Brokers and Sales Support Team.
  • Compliant Background Screening for 1099 Insurance Brokers tailored to company unique needs.

Senior Customer Service Rep Tier 3, Team Lead

VeriFone Inc.
Clearwater, FL
06.2011 - 08.2019
  • Planned and executed [Special Projects] in Amodocs
  • Knowledgeable and processed Deployment orders, Digital Certificates, VRK key request, Verifone Premier portal].
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions to provide a good customer experience.
  • Monitored multiple databases to keep track of company inventory.
  • Reviewed and updated MRA Dept work instruction documents and took necessary steps to provide a more efficient and effect way to process orders.
  • Inputted information from customer calls and into the company's system using [Amdocs].
  • Oracle -Data Entry of Customer site address and personal information
  • Trained MRA agents and other customer representatives at Verifone Inc.
  • Created system reports using Business Object

Education

Associate of Science - Healthcare Administration

St. Petersburg College
Tarpon Springs, FL
06-2027

Certification - Customer Success Strategic Management

CustomerSuccess.org
04-2025

Certification - Foundations of Project Management

Google
02-2024

Certified Certificate - Certified Nursing Assistant

Florida Medical Prep
2013

Certified Certificate - Customer Service Representative

Suncoast Business Solutions, National Retail Federation
2011

Cetificates - Introduction to Computers

Bahamas Technical &Vocational Institute
2000

High School Diploma -

Goombayland High School
1997

Skills

  • Amdocs (Inventory Manager)
  • Business Object (Reports)
  • Oracle (Data Entry)
  • Proficient in Microsoft Word, and Excel
  • SAP WorkFlow, Agent Connect & Producer Management
  • IBR INC
  • SharePoint
  • PaySpan
  • IBPS
  • NIPER
  • Xcelys
  • MEPS
  • IBPS
  • Trizetto
  • Salesforce
  • Coaching and Mentoring
  • Team Leadership
  • Proven ability to initiate tasks and follow through to completion
  • Results oriented team player
  • Self-starter-works well with or no supervision
  • Strong communication and interpersonal skills
  • Interpersonal skills & Excellent customer service
  • Handling Customer Complaints
  • Quality Assurance
  • Phone and Email Etiquette
  • Data Analysis and Modeling
  • Customer Service

Affiliations

2017 - Special Award

VeriFone North america Above & Beyond Q2

Timeline

Sales Support Administrator

Centene Corporation
03.2022 - Current

Sales Support Coordinator

WellCare/Centene Health Plans Inc.
08.2019 - Current

Senior Customer Service Rep Tier 3, Team Lead

VeriFone Inc.
06.2011 - 08.2019

Certified Certificate - Certified Nursing Assistant

Florida Medical Prep

Certified Certificate - Customer Service Representative

Suncoast Business Solutions, National Retail Federation

Cetificates - Introduction to Computers

Bahamas Technical &Vocational Institute

High School Diploma -

Goombayland High School

Associate of Science - Healthcare Administration

St. Petersburg College

Certification - Customer Success Strategic Management

CustomerSuccess.org

Certification - Foundations of Project Management

Google

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