Darnell Smith
Raleigh,NC
Summary
Professional with strong background in customer engagement and satisfaction. Proven track record in effectively resolving issues and enhancing client experiences. Excel in team collaboration and adaptable to changing needs. Skilled in communication, problem-solving, and building rapport with clients.
Overview
7
7
years of professional experience
Work History
Customer Experience Agent
ClinicTracker
09.2022 - Current
- Performed root cause analysis on recurring issues and proposed solutions that would prevent similar occurrences in the future
- Gathered insights into emerging trends in the industry and shared them with the senior management team
- Developed strategies for improving overall customer experience through effective communication and relationship-building techniques
- Familiarity with customer service software applications such as Salesforce or Zendesk
- Resolved customer tickets reported through Zendesk support ticketing system within SLA timelines
- Maintained accurate records of customer interactions using CRM systems such as Salesforce or HubSpot
- Analyzed customer data reports to determine trends in order volume, usage patterns or other metrics related to customer care operations
- Participated in training sessions to stay up-to-date on product features, technical updates, new procedures
- Monitored incoming calls and chats for quality assurance purposes; provided constructive feedback when needed
- Managed day-to-day operations, ensuring high levels of customer service and satisfaction
Customer Care Advocate
Excellus Blue Cross Blue Shield
01.2022 - 10.2022
- Resolved customer complaints in a timely manner with an emphasis on maintaining positive relationships
- Acknowledged outstanding staff performance to boost company morale and productivity
- Assisted customers with any queries they had before or during their tour via telephone or email
- Provided support to staff members regarding their schedules or any changes that need to be made
- Reviewed requests from employees for vacation time off or schedule changes in a timely manner
Assistant General Manager
Planet Fitness
10.2020 - 01.2022
- Effectively managed a team of 10+ employees in a fast-paced retail environment, ensuring excellent customer service and sales goals were achieved
- Performed opening and closing duties including counting cash drawers, setting alarms, preparing bank deposits
- Trained and coached new staff on company policies, product knowledge, POS system use, and customer service skills
Shift Manager/Key Holder
Aldi
01.2018 - 10.2020
Education
BACHELOR OF SCIENCE (B.S.) - PSYCHOLOGY
Southern New Hampshire University
Manchester, NH04.2025
Skills
- Problem-solving abilities
- Technical proficiency
- Critical thinking
- Equipment Troubleshooting
- Motivating Teams
- Effective Communication
- Organizational Skills
References
Available upon request
Timeline
Customer Experience Agent
ClinicTracker
09.2022 - Current
Customer Care Advocate
Excellus Blue Cross Blue Shield
01.2022 - 10.2022
Assistant General Manager
Planet Fitness
10.2020 - 01.2022
Shift Manager/Key Holder
Aldi
01.2018 - 10.2020
BACHELOR OF SCIENCE (B.S.) - PSYCHOLOGY
Southern New Hampshire University