Summary
Overview
Work History
Education
Skills
Timeline
Generic

Darrell Pickering

Herriman,Utah

Summary

As an experienced customer service professional with over 10 years of expertise in both phone-based and in-person interactions, I provide outstanding and professional service. My career is defined by continuous learning and skill development, making me a strong leader and mentor in customer service roles. Known for exceptional performance, reliability, and a strong work ethic, I thrive in roles demanding technical knowledge, problem-solving, and a focus on customer satisfaction. My abilities in coaching, collaboration, and self-motivation, along with skills in Microsoft Word and billing, render me a vital contributor to customer-centric teams. I am eager to use my skills and experience to boost the growth and development of my colleagues, fostering an environment of ongoing professional advancement.

Overview

14
14
years of professional experience

Work History

Billing Support

Teleperformance
09.2023 - 12.2024
  • Company Overview: USAA/Apple - Originations for Auto Loans/Billing Support
  • Helped USAA account members with processing auto loans within bank protocol disclosure guidelines
  • Worked with my team lead manager to deliver above average survey scores
  • Followed a call flow process to identify customer billing needs to keep their apple accounts in good standing with a satisfactory resolution as much as possible
  • Followed company policies and guidelines within company standards as effectively as I was able too
  • USAA/Apple - Originations for Auto Loans/Billing Support

Agent

Sykes/ Sitel Enterprises
02.2023 - 06.2023
  • Company Overview: USAA Car Insurance - Agent
  • Demonstrated Exceptional Customer Commitment: Consistently exhibited loyalty and respect towards customers, which was reflected in above-average customer satisfaction survey scores
  • Achieved High Quality Assurance Ratings: Maintained superior quality assurance scores, consistently surpassing average benchmarks through meticulous adherence to service standards
  • Collaborated Effectively Across Teams: Engaged collaboratively with various teams to ensure optimal customer success, contributing to an integrated service approach
  • Adhered to Communication Protocols: Diligently followed established call flow guidelines, ensuring efficient and effective customer interactions that led to successful outcomes
  • Outstanding Attendance Record: Maintained near-perfect attendance, demonstrating exceptional reliability and commitment to my role and responsibilities
  • USAA Car Insurance - Agent

Technical Support Specialist

Sitel Enterprises
09.2021 - 01.2023
  • Company Overview: SimpliSafe - Retention and Technical Specialist
  • Skillfully assisted customers with technical support, ensuring the optimal functioning of their equipment and enhancing user satisfaction
  • Demonstrated exceptional performance under pressure, maintaining strict adherence to key performance metrics and call time standards
  • Worked closely with team members and leadership to consistently deliver outstanding customer service, contributing to team efficiency and customer satisfaction
  • Distinguished as Employee of the Month from a pool of over 100 colleagues, a testament to my exceptional work ethic and contribution to the organization
  • SimpliSafe - Retention and Technical Specialist

Billing and Credit Card Specialist

Sitel Enterprises
10.2018 - 08.2021
  • Company Overview: Capital One - Billing and Credit Card Specialist
  • Consistently maintained high-quality assurance levels, ensuring compliance with established call guidelines and delivering superior customer service
  • Served as a billing expert in credit card payments, adept in managing and executing complex billing procedures with precision and efficiency
  • Expertly assisted customers in resolving diverse issues related to their credit profiles, demonstrating strong problem-solving skills and customer-centric focus
  • Distinguished as a top 10 performer, consistently excelling in performance metrics and recognized for outstanding contributions to team and business goals
  • Capital One - Billing and Credit Card Specialist

Technical, Sales, and Billing Support Specialist

Results Companies
12.2015 - 12.2018
  • Company Overview: H&R Block/ Comcast Sales/Comcast Billing
  • Specialized in providing comprehensive phone support, encompassing technical assistance, sales guidance, and billing inquiries, ensuring customer satisfaction and resolution efficiency
  • Recognized with prizes and rewards for delivering exceptional service and maintaining exemplary attendance, highlighting dedication and commitment to excellence
  • Actively supported fellow employees as a floor support assistant, offering guidance and assistance to enhance team performance and operational efficiency
  • Received praise for effectively collaborating with team members and management, contributing positively to team dynamics and workplace harmony
  • Consistently maintained above-average adherence scores, demonstrating a strong commitment to meeting and exceeding company standards and operational guidelines
  • H&R Block/ Comcast Sales/Comcast Billing

Front end Cashier Associate

Wal-Mart
03.2011 - 01.2015
  • Delivered consistently friendly and engaging customer service, ensuring a positive and memorable experience for each customer
  • Awarded the distinction of being among the top employees for a consecutive 90-day period from August to October, demonstrating outstanding performance and dedication
  • Honored with the 'Employee of the Month' accolade in November 2015, in recognition of exceptional work ethic and contributions to the team
  • Successfully transitioned to a new job position, leaving the previous role on amicable terms and with professional notice, ensuring a smooth handover of responsibilities
  • Worked effectively with team members in various store departments, demonstrating versatility and a collaborative spirit in contributing to store operations

Education

Associate's degree - general sciences

Utah Valley University
09.2017

Skills

  • Microsoft Word
  • Eager to Learn/Coachable
  • Excellent Customer Service
  • Cooperation
  • Top Performer
  • Work Ethic
  • Reliable/Professional
  • Billing Specialist

Timeline

Billing Support

Teleperformance
09.2023 - 12.2024

Agent

Sykes/ Sitel Enterprises
02.2023 - 06.2023

Technical Support Specialist

Sitel Enterprises
09.2021 - 01.2023

Billing and Credit Card Specialist

Sitel Enterprises
10.2018 - 08.2021

Technical, Sales, and Billing Support Specialist

Results Companies
12.2015 - 12.2018

Front end Cashier Associate

Wal-Mart
03.2011 - 01.2015

Associate's degree - general sciences

Utah Valley University
Darrell Pickering