Darnasia Norment
Macungie,PA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
GEICO, Government Employees Insurance
03.2024 - 08.2025
- Processed claims accurately, ensuring compliance with company policies and regulations.
- Utilized CRM software to track customer interactions and maintain detailed records.
- Demonstrated product knowledge to assist customers in making informed decisions.
- Provided accurate information regarding coverage options and benefits.
- Educated clients on policy terms and renewal processes.
- Collaborated with underwriters to facilitate smooth application approvals.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
Receptionist
European Wax Center
09.2022 - 02.2024
- Greeted and assisted clients, creating welcoming atmosphere to enhance customer experience.
- Managed appointment scheduling using booking software, optimizing daily operations.
- Processed transactions efficiently, ensuring accurate handling of payments and client information.
- Maintained cleanliness and organization of reception area, contributing to overall facility presentation.
- Trained new staff on front desk protocols and customer service standards, enhancing team performance.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Answered central telephone system and directed calls accordingly.
- Addressed client inquiries and concerns promptly, fostering positive relationships and repeat business.
Customer Service Representative
Alorica
10.2020 - 09.2022
- Collaborated with team members to streamline processes and improve service delivery.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Handled escalated issues calmly, providing effective solutions to complex problems.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Night Auditor
Towson University Conference Hotel Marriott
01.2017 - 08.2020
- Managed night audits, ensuring financial accuracy and compliance with accounting standards.
- Coordinated guest check-ins and check-outs, enhancing customer service experience.
- Prepared daily financial reports, summarizing hotel revenue and expenses for management review.
- Trained new staff on operational protocols and software systems, improving team efficiency.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
Education
No Degree - Psychology
Berkeley College
Newark, NJ06-2020
High School Diploma -
Plainfield High School
Plainfield, NJ06-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Insurance sales expertise
- Insurance product expertise
- Client relationship management
- Client account management
- Organization skills
- Time management
- Telephone skills
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Developed incremental resort revenue streams by informing guests of the establishment's array of services including the spa, salon, upscale restaurants, and the casino.
- Quickly resolved issues and guest complaints which enabled the development of highly coveted conflict resolution skills.
Certification
- Licensed Insurance Agent
Timeline
Customer Service Representative
GEICO, Government Employees Insurance
03.2024 - 08.2025
Receptionist
European Wax Center
09.2022 - 02.2024
Customer Service Representative
Alorica
10.2020 - 09.2022
Night Auditor
Towson University Conference Hotel Marriott
01.2017 - 08.2020
No Degree - Psychology
Berkeley College
High School Diploma -
Plainfield High School