Darnia Sumuel
Pearland,TX
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Fitness Connection
10.2018 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Customer Service Representative
Rent A Center
01.2014 - 10.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating the company website and placing online orders, improving overall user experience.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Coordinator
Conn's Home Plus
01.2011 - 03.2018
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Streamlined communication channels for increased efficiency and better customer service experience.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Developed and implemented new customer service protocols, resulting in improved resolution rates and customer feedback.
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Played an integral role in the launch of a new online chat support platform, contributing ideas for user interface improvements based on extensive industry experience.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated logistics for customer orders.
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Education
High School Diploma -
Ross At Sterling
Baytown, TX06.2010
Skills
- Schedule Coordination
- Service Delivery Optimization
- Regulatory Compliance
- Sales Promotion
- Account Management
- Audit Support
- Call Monitoring
- Quality Assurance
- Report Preparation
- Sales Expertise
- Schedule Management
- Customer-Focused
- Customer Retention
Timeline
Customer Service Manager
Fitness Connection
10.2018 - Current
Customer Service Representative
Rent A Center
01.2014 - 10.2018
Customer Service Coordinator
Conn's Home Plus
01.2011 - 03.2018
High School Diploma -
Ross At Sterling