Darryl DeLoach Jr
Hollywood,FL
Summary
Multi-tasking leader well-known for creating positive workplace culture and high-performing teams. Smoothly equip employees to independently handle daily functions and exceed customer expectations. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
14
14
years of professional experience
Work History
Product Support Specialist
Fieldedge
05.2022 - Current
- Author of multiple templates for how to resolve most issues in chat.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Managed over 50 tickets daily, while supporting multiple chats at once.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
Member Services Agent
GoHealth
08.2021 - 04.2022
- Supported members in navigating Medicare Advantage system and enrolling them in the best plans
- Acted as advocate for members in claim disputes, retained members by resolving complicated Medicare issues, and consistently scored top 1% call ratings month after month.
- Promoted available products and services to customers during service, account management, and order calls.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
Account Manager
Merchant One
08.2009 - 06.2020
- Developed, maintained and diverse client base
- Educated clients on new products or services to increase customer engagement with the brand.
- Built relationships with customers and community to promote long term business growth.
- Fostered lasting relationships with customers through effective communication and quick responses, resulting in long-term loyalty, expanded client base, and increased revenue
- Developed and implemented strategies to increase client retention.
- Trained and managed 30+ account representatives
Education
Bachelor of Arts - Psychology
Miami Dade College
Miami, FL2018
Skills
- Client Relationships
- Staff Management
- Public Speaking
- Project Management
- Hardware and Software Configuration
- Organizational Skills
- Support End-Users
- Troubleshooting Network Issues
- Friendly and Patient
- Microsoft Windows and Office
- Program Management
- Staff Training
Timeline
Product Support Specialist
Fieldedge
05.2022 - Current
Member Services Agent
GoHealth
08.2021 - 04.2022
Account Manager
Merchant One
08.2009 - 06.2020
Bachelor of Arts - Psychology
Miami Dade College
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