DARRIAN GILMORE
Niagara Falls,NY
Summary
Personable and dedicated Customer Service Professional with extensive experience in the research & science industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. CORE QUALIFICATIONS Active listening Client communications Client management Conflict resolution expert Consistent E1 Proficient Excellent Time Management Office administration Problem-solving abilities Product knowledge Quick thinker SAP Proficient Situational awareness Service oriented Sharp problem solver Team player
Overview
18
18
years of professional experience
Work History
Customer Concierge Specialist II
Thermo Fisher Scientific Inc.
11.2021 - 07.2023
- Build relationship with customers and serve as their primary point of contact once they place an order, through installation, training and voice of customer feedback (when needed)
- Prioritize customer requirements and exceed their expectations
- Build relationships with internal colleagues to partner on process
- Drive collaboration and accountability with internal cross-functional teams to ensure customer success
- Understand customer expectations & needs to help deliver an exceptional customer experience
- Assist customers with their lab preparation and training needs
- Engage with team shared inbox and respond to customer inquiries, serving as a liaison and partner to other business channels
- Use project management tool to own, track and drive internal team processes and milestones
- Collaborate with operations, sales, service, logistics, distribution and customer service to ensure smooth installations and trainings
- Proactively identify and resolve bottlenecks in processes impacting customer experience & efficiency
- Use problem solving & organizational skills to resolve escalated issues via a methodical approach – determining root cause, etc.
- Summarize and report out about concierge activities, projects & customer feedback / voice of customer, etc., to the rest of the organization
- Work collaboratively with the global customer concierge team by transferring knowledge and experiences so we have a greater team strength and competitive advantage
- Analyze various data sets, including CAS, to identify & drive areas of improvement
- Coordinate new product launch and stock prioritization where required for early customer site readiness
Microarray Lead
THERMO FISHER SCIENTIFIC, North American
01.2020 - 11.2021
- Be a liaison between Customers, Sales, Distribution, Product Management, and Planning
- CAS support – customer contact and root cause analysis as well as creation and implementation of corrective actions
- Coordinate order placement and scheduling of standing orders for internal and external customers
- Ensure all departments fulfill tasks accurately so customers receive material timely and correct
- Follow and take action on open orders and coordinate management
- Identify and implement process improvements, standardize processes using PPI and eliminate non-value-added activities
- Maintain metrics to assist in driving team success
- Own and drive end to end complex order and issue resolution
- Participate in and drive open order calls to ensure we are setting and meeting customer expectations
- Support Project initiatives for both Customer Care as well as our Microarray business partners
Service Operations Representative III
Thermo Fisher Scientific Inc.
05.2018 - 01.2020
- Act as first point of contact for the Field Service Team by opening install, training and upgrade calls to ensure timely installation of instrumentation
- Coordinate instrument relocations
- Coordinate with internal departments (GSS, Customer Care & Finance) to provide relevant information and input for all Service Contract Business
- Ensure accurate and timely delivery of information, staying with in Service Levels
- Maintain all instrument equipment records and warranties in North America
- Process up-front service sales and service invoicing
- Responsible for processing contract quotes, booking contracts against purchase orders and invoicing by executing the required tasks in SAP in a timely manner, within the company rules and guidelines
- Work together with Regional Managers and Team Leaders to get inquiries solved.
Order Support Representative II
Thermo Fisher Scientific Inc.
05.2013 - 05.2018
- Analyze a customers’ service needs and refer to other service or technical departments for follow up or additional information as needed
- Assess individual customer requirements and direct activities to appropriate departments
- Assigned to support products that are more complex or critical
- Communicate with customers and internal support teams via email and telephone regarding a large variety of topics
- Define own methods and procedures on new assignments and provide guidance to other team members
- Demonstrate sound judgement, tact and diplomacy in dealing with internal and external customers
- Follow established service quality standards and meet order and inquiry processing time standards (talk time, after call work, order accuracy, etc.)
- Give updates to other internal teams on customer needs and factors that contribute to customer satisfaction
- Provide expertise and guidance to other Customer Care Representatives
- Resolve complex or unusual requests and problems that may require a customized response and communicate solution or requested information to the customer
- Respond quickly and professionally to all order placement requests and customer inquiries, including pricing, availability, order status, shipping details, etc
- Respond to customer inquiries by telephone or e-mail to provide non-technical problem resolution
- Tasked with working on more complex tasks and use sound judgement in resolving problems and making standard recommendations
- Utilize sales order entry system, website, price lists, and jobs aids to provide accurate information to customers
- Core Team Call Center Representative I
- Identified and assessed customers’ needs to achieve satisfaction
- Managed large amounts of incoming calls
- Provided accurate, valid, and complete information by using the right methods
Call Center Banking Supervisor
Ally Bank
01.2006 - 05.2013
- Account research, troubleshooting & problem solving
- Client escalations to call center manager
- Compile daily shift reports
- Dedicated to special projects sent by various clients
- Develop incentive and headcount reports
- Manage supervisor calls on CD’s & MMDA accounts
- Supervise the day-to-day operations of the banking program by supervising over 65 agents
Education
High School Diploma - undefined
NIAGARA FALLS HIGH SCHOOL
1992
Skills
- Active listening
- Client communications
- Client management
- Conflict resolution expert
- Consistent
- E1 Proficient
- Excellent Time Management
- Office administration
- Problem-solving abilities
- Product knowledge
- Quick thinker
- SAP Proficient
- Situational awareness
- Service oriented
- Sharp problem solver
- Team player
Timeline
Customer Concierge Specialist II
Thermo Fisher Scientific Inc.
11.2021 - 07.2023
Microarray Lead
THERMO FISHER SCIENTIFIC, North American
01.2020 - 11.2021
Service Operations Representative III
Thermo Fisher Scientific Inc.
05.2018 - 01.2020
Order Support Representative II
Thermo Fisher Scientific Inc.
05.2013 - 05.2018
Call Center Banking Supervisor
Ally Bank
01.2006 - 05.2013
High School Diploma - undefined
NIAGARA FALLS HIGH SCHOOL
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