Darrin Bailey
Cheektowaga,NY
Summary
Driven Customer Support Representative with over 25 years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. A friendly personality improves customer retention and team building.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
Work History
Customer Service Support Representative
KegWorks
03.2017 - 04.2024
- Improved customer satisfaction by effectively handling and resolving inquiries, complaints, and concerns.
- Successfully decreased call resolution times by implementing efficient troubleshooting techniques and possessing in-depth product knowledge.
- I ensured strong, positive relationships with clients by communicating empathetically and providing personalized assistance.
Collection Customer Service Representative
Firstsource Advantage
11.2015 - 03.2017
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Improved the collections process to make it more efficient and accurate in tracking overdue accounts..
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
Customer Service Representative
HSBC Bank
02.2014 - 04.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Sales Representative
Mercantile Adjustment Bureau Llc
07.2013 - 02.2014
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
Customer Service Representative
Time Warner Cable
11.2001 - 08.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
Education
No Degree - Computer Science And Programming
Erie Community College
Buffalo, NYHigh School Diploma -
Kensington High School
Buffalo, NY06.1991
Skills
- Customer Focus
- Complaint Handling
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Multitasking Abilities
- Effective Communication
- Adaptability and Flexibility
- Friendly and Patient
- Self Motivation
- Technical Troubleshooting
- Highly Professional
- Customer Communication and Empathy
- Reliability
- Excellent Communication
Timeline
Customer Service Support Representative
KegWorks
03.2017 - 04.2024
Collection Customer Service Representative
Firstsource Advantage
11.2015 - 03.2017
Customer Service Representative
HSBC Bank
02.2014 - 04.2014
Customer Service Sales Representative
Mercantile Adjustment Bureau Llc
07.2013 - 02.2014
Customer Service Representative
Time Warner Cable
11.2001 - 08.2012
No Degree - Computer Science And Programming
Erie Community College
High School Diploma -
Kensington High School