Darrell Harris
Los Angeles,CA
Summary
Customer Experience Specialist with expertise in driving customer satisfaction, optimizing support processes, and leading high-performing teams. Proven ability to deliver results in dynamic environments, achieving 90%+ CSAT scores and improving operational efficiency by 20%. Adept at cross-functional collaboration and leveraging tools like Zendesk, Slack, and Shopify.
Overview
5
5
years of professional experience
Work History
Customer Experience Associate
FIGS
10.2023 - 03.2024
- Assisted 100+ customers daily via email, phone, and chat, maintaining a 90% satisfaction rating.
- Improved CSAT and QA metrics by 20% through process enhancements and team collaboration.
- Provided tailored solutions, sharing actionable feedback to improve product usability.
Senior Customer Loyalty Specialist
Sendwave
01.2021 - 07.2023
- Boosted retention by executing customer loyalty strategies, acquiring high-value clients.
- Delivered empathetic, personalized support, maintaining a 90%+ CSAT score.
- Leveraged Zendesk to streamline workflows, enhancing response times and resolution rates.
Customer Support Specialist
Zappos
09.2020 - 01.2021
- Ranked in the top 10% for call quality due to empathy and active listening.
- Delivered memorable customer experiences, exceeding expectations for service excellence.
Catering & Event Coordination
Freelance
01.2019 - 03.2020
- Coordinated catering logistics and vendor relations, improving client satisfaction by 20%.
- Provided technical support and customer service, achieving a 90% first-contact resolution rate.
Education
Associate of Arts - Hospitality Management
Le Cordon Bleu
Pasadena, CASkills
- Customer retention
- Technical process improvement
- Team leadership
- Data analysis
- Optimization techniques
- Client advocacy
- Product education
- Teamwork and collaboration
- Order processing
- Record keeping
Timeline
Customer Experience Associate
FIGS
10.2023 - 03.2024
Senior Customer Loyalty Specialist
Sendwave
01.2021 - 07.2023
Customer Support Specialist
Zappos
09.2020 - 01.2021
Catering & Event Coordination
Freelance
01.2019 - 03.2020
Associate of Arts - Hospitality Management
Le Cordon Bleu
Similar Profiles
Carolyn TarantineCarolyn Tarantine
Supply Chain Associate at FIGSSupply Chain Associate at FIGS
Melissa KinderMelissa Kinder
Executive Assistant to Chief Marketing Officer at FIGSExecutive Assistant to Chief Marketing Officer at FIGS
Jinne WestJinne West
Warehouse Associate at FIGSWarehouse Associate at FIGS