Darnell Penn
Houston,Texas
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals.
Overview
13
13
years of professional experience
Work History
Corrections Counselor
Salem Correctional Center And Jail
02.2019 - 09.2023
- Promoted family engagement in the rehabilitation process by facilitating visitation opportunities and encouraging open dialogue between inmates and their loved ones.
- Coordinated post-release support services including housing assistance, parole supervision meetings, and community-based mental health care access for former inmates transitioning back into society successfully.
- Built trust with inmates through active listening skills, empathy, and consistent follow-through on treatment goals discussed during counseling sessions.
Call Center Customer Service Representative
PNC Bank
08.2016 - 01.2019
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance Criteria.
- Used available resources to provide efficient and accurate solutions for customer service requests.
Market Research Analyst
STR Survey
04.2010 - 07.2016
- Provided personalized assistance to customers, boosting overall satisfaction and retention rates.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
- Streamlined data collection processes by implementing efficient survey methodologies.
Education
Associates of Arts - Business Administration
College Of Southern Nevada
Las Vegas, Nevada05.2014
Skills
- Customer Relationship Management
- Call Center Experience
- De-Escalation Techniques
- Issue and Complaint Resolution
- Remote Office Availability
- Database Management
Timeline
Corrections Counselor
Salem Correctional Center And Jail
02.2019 - 09.2023
Call Center Customer Service Representative
PNC Bank
08.2016 - 01.2019
Market Research Analyst
STR Survey
04.2010 - 07.2016
Associates of Arts - Business Administration
College Of Southern Nevada
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