Darrell Sanders
Prosper,United States
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
30
30
years of professional experience
Work History
RETAIL SALES ASSOCIATE GOLF
Dick's Sporting Goods, Inc
Flower Mound, TX
08.2023 - Current
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Initiated friendly conversation with customers to determine level of assistance required.
- Restocked shelves, racks and bins with latest golf merchandise and changed signage to promote special items.
- Used product knowledge to suggest items to match client needs.
- Take an all-hands-on-deck approach to support the team across the store.
- Perform other tasks as assigned by management.
Reservations Specialist
American Airlines
Ft. Worth, TX
06.2023 - 08.2023
- Sell American Airlines service to prospective customers by answering incoming calls and assisting customers in
reaching satisfactory solutions to their travel needs. - Made reservations for customers and accurately entered personal information into computer system.
- Researched and resolved customer issues.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Customer Service Representative
MCI Telecommunications
Dallas, TX
01.2023 - 05.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Logistics Coordinator
Asaph
Plano, TX
10.2022 - 12.2022
- Solicit new customers offering new opportunities for transportation and logistics solutions
- Managed paperwork and necessary information required for client shipments.
- Dispatched information to service providers to schedule freight movement.
- Prioritized work based on business demands and freight delivery times.
- Relayed information between drivers and recipients regarding ETA and potential delays.
- Evaluated problematic conditions to resolve issues and optimize service levels.
Premier Service Consultant
AT&T
Plano, TX
04.2022 - 10.2022
- Answer inbound calls assisting with billing and technical support
- Handle escalated calls to resolve billing, technical concerns and post sales concerns
- Sell products and services based on customer needs
- Maintain appropriate records and required reports of customer interactions
- Perform other duties as assigned by management
Customer Advocate
Freedom Mortgage, Darrell Sanders
Frisco, TX
08.2020 - 02.2022
- Point of contact for customers in all stages of streamline loan refinance applications
- Maintained thorough and detailed documentation of customer interactions and outcomes.
- Provide updates to borrowers on the status of streamline loan refinance applications
- Use de-escalation techniques to resolve borrowers' concerns regarding their streamline loans
Customer Service Manager
Denton County Transportation Authority
03.2020 - 03.2020
- Manage day to day supervision of Customer Service Representatives
- Ensure agents meet or exceed company KPI's by monitoring activities, coaching and monthly 1 on 1 meetings
- Manage agent activities including time reporting
- Monitored phone calls to provide feedback and coaching.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
Senior Marketing Manager
AT&T
Richardson, TX
03.2015 - 03.2019
- Manage day-to-day operations of all accessories, smartphones, and tablets on consumer website to optimize inventory, reducing backorders by 60% over 3 months
- Partner with supply chain and product marketing for upcoming product launches, ensuring product availability at launch or resetting customer expectations
- Maintain database of 600 devices and 1200+ accessories, partnering with content management system (CMS) developers to track real-time inventory (RTI)
- Collaborate with supply chain team to manage stock and availability of tablets and wearables worth $750K
- Monitor daily order exceptions report and look for trends, improving service level agreements (SLA) for accessory orders from 93% to 96.5% over 2 months.
- Tracked, analyzed and reported on marketing program results.
Senior Escalations Manager
AT&T
Richardson, TX
03.2014 - 03.2015
- Final point of contact in resolving customer escalations that could not be resolved in the call centers
- I maintained a 95% success rate in escalation resolution
- Assigned work and monitored performance of project personnel.
- Reviewed completed work to verify consistency, quality and conformance.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Some College (No Degree) - Communications
Stephen F. Austin State University
Nacogdoches, TXSome College (No Degree) -
Hill College
Hillsboro, TXSkills
- Wireless
- Customer Service Experience
- Computer Literate
- Team Development
- Business Strategy Management
- Personal Service Experience
- Transportation Information
- Negotiation
- Customer Retention
- Telecommunications
- Project Management
- Strategic Partnerships
- Call Centers
- Product Management
Additional Information
- Honors & Awards , Top Performer - Freedom Mortgage Jan 2022 Awarded High Flyer award for January and February of 2022 as a top performer in Customer Service.
Timeline
RETAIL SALES ASSOCIATE GOLF
Dick's Sporting Goods, Inc
08.2023 - Current
Reservations Specialist
American Airlines
06.2023 - 08.2023
Customer Service Representative
MCI Telecommunications
01.2023 - 05.2023
Logistics Coordinator
Asaph
10.2022 - 12.2022
Premier Service Consultant
AT&T
04.2022 - 10.2022
Customer Advocate
Freedom Mortgage, Darrell Sanders
08.2020 - 02.2022
Customer Service Manager
Denton County Transportation Authority
03.2020 - 03.2020
Senior Marketing Manager
AT&T
03.2015 - 03.2019
Senior Escalations Manager
AT&T
03.2014 - 03.2015
Some College (No Degree) - Communications
Stephen F. Austin State University
Some College (No Degree) -
Hill College
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