Darren Pierce
Gunter,Texas
Summary
Productive Call Center Representative with five years of experience building rapport with clients and providing quality support. Known for answering large volumes of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Seeking to leverage my extensive contact center experience
Overview
16
16
years of professional experience
Work History
Agency Ops Tech-Contact Center
State Farm
Richardson, TX
06.2018 - Current
- Reviewed applications and documents for completeness, accuracy, and compliance with applicable laws.
- Provides support to Agency Field Leadership, State Farm agents, agent’s staff, and other internal and external customers with inquiries related to agent contract,s licensing, individual assignments and appointments for authorized producers, etc.
- Uses knowledge-base and documentation systems to troubleshoot, resolve, document, and/or research issues
- Follows and supports workforce management, service management, and case handling procedures and philosophy to resolve business partner's problems
- Keeps abreast of technological changes pertinent to their job responsibilities
Agency Operations Technician
State Farm
Richards, TX
02.2008 - 06.2018
- Provides professional support to Agency Field Leadership, State Farm agents, agent's staff, policyholders, and other internal and external employees
- Completes administrative and contact center activities supporting agency and field leadership operations including agent appointments/terminations, agent assignment processing, marketing/compensation support, licensing activities, Assistance to Spouse program, expense processing, report distribution, and other administrative tasks
Agency Operations Rep
State Farm
Irving, TX
09.2007 - 09.2008
- Provides professional support to all State Farm agents, agent's staff, Agency field leadership, and other internal and external employees
- Acts as a contact person, answers questions, and provides assistance to internal and external customers on Agency processes and issues
- Handles policyholder requests to change agents
- Distributes and files mail within assigned functional area
Education
CERTIFICATE IN Aviation Maintenance Technology - Aircraft Maintenance
Embry-Riddle Aeronautical University - Daytona Beach
Daytona Beach, FL08-1988
Aviation Maintenance Technology: Airframe, AAS - Aviation Maintenance
TCC
Fort Worth, TXAssociate of Science - Bachelor of Science in Biblical and Educational St
Liberty University
Lynchburg, VASkills
- Customer Service
- Call Control Skills
- Licensing & Individual Assignment Expertise
- Building Rapport
- Verbal and Written Communication
- Database Research
- Training Experience
- Sales Expertise
- Technical Troubleshooting
- Problem-Solving Skills
- Data Entry
Timeline
Agency Ops Tech-Contact Center
State Farm
06.2018 - Current
Agency Operations Technician
State Farm
02.2008 - 06.2018
Agency Operations Rep
State Farm
09.2007 - 09.2008
CERTIFICATE IN Aviation Maintenance Technology - Aircraft Maintenance
Embry-Riddle Aeronautical University - Daytona Beach
Aviation Maintenance Technology: Airframe, AAS - Aviation Maintenance
TCC
Associate of Science - Bachelor of Science in Biblical and Educational St
Liberty University