Darryl Harp
Sunrise,FL
Summary
Customer service manager and support specialist with a track record of increasing satisfaction, retention, and response quality through direct customer communication and issue resolution. Led process improvements that strengthened account loyalty and reduced callbacks by coordinating follow-up across teams. Used Salesforce and Zendesk to track cases and drive timely resolutions.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Brand Ambassador - Promotional Sales
Omnicom Experiential Group
Fort Lauderdale, FL
11.2025 - Current
- Connected with customers to drive sales, elevating team from 4th to 1st place in division for three consecutive months.
- Increased brand awareness, customer engagement, and loyalty creating unforgettable, unique experiences for a wide variety of brands & services.
- Navigated challenges of various retail locations, consistently meeting demands and expectations with confidence.
Customer Service Representative
TGI Office Automation
Fort Lauderdale, FL
06.2025 - 10.2025
- Delivered outstanding customer service by quickly addressing inquiries, resolving complex customer complaints/issues, and ensuring customer satisfaction with processing orders, on-time deliveries, accurate billing, orderly account details/updates, and equipment problems/resolution.
- Functioned as the first point of contact for customers, addressed complex complaints by investigating root causes, logging details in Salesforce, and delivering timely responses and solutions.
- Collaborated with cross-functional teams to address unresolved issues and deliver timely resolutions for customers via email, phone, and chat.
- 4 mo
Customer Service Manager (CSM)
Clear Choice Health, LLC
Pompano Beach, FL
08.2024 - 06.2025
- Achieved a 36.4% improvement in customer satisfaction scores within one year by implementing customer-centric communication strategies, which ultimately increased retention by over 34%.
- Developed and implemented member retention strategies, enhancing understanding of products and services for improved client engagement.
- Lead member support services and business operations, focusing on client empathy, support, analysis and optimization.
- Collaborated with health plan providers to introduce supplemental health plans, building trust and enhancing member relationships.
- Reduced callback rates by over 50% through effective problem-solving and prevention tactics.
- Documented customer interactions in Salesforce CRM, ensuring accuracy in records and facilitating effective follow-up on issues.
- Worked for 10 months in a dynamic role.
Customer Engagement Specialist
NEXTERA ENERGY RESOURCES
Palm Springs, FL
05.2023 - 06.2024
- First point of contact after sale of service offered assurance and clarity enhanced retention
- Engage clients with professional knowledge aid families with renewable solutions.
- Engage clients with professional knowledge aid families with renewable solutions.
- Managed client accounts by ensuring accurate record-keeping and timely updates.
- Documented all client interactions and inquiries in Salesforce and Zendesk for accurate record-keeping.
- Committed to minimizing downtime and maximizing efficiency with the highest standards.
- 1 yr 1 mo
Technical Customer Support Specialist
Verizon (Asurion)
05.2022 - 05.2023
- First point of contact after sale of service offered assurance and clarity enhanced retention.
- Provided technical expertise that reduced callback rates by 50% through effective problem-solving.
- Educated B2B and B2C clients on cellular & network issues, advocated for technology upgrades, leading to a 25% increase in service contract sales.
- Engaged with customers compassionately to ensure satisfaction and alignment with company goals.
- Achieved one year of experience in a fast-paced environment.
Technical Customer Support Specialist
SUTHERLAND GLOBAL (AT&T)
05.2020 - 06.2022
- Resolved 95% of technical SaaS concerns, contributing to a 40% increase in knowledge and a 60% improvement in customer retention.
- Surpassed quarterly performance metrics by 20% through innovative upselling and comprehensive product knowledge.
- Enhanced customer engagement and reduced callbacks through thorough follow-up and active listening.
- 2 yr 1 mo
Inbound Call Center Sales Representative
HERITAGE FOR THE BLIND
Lauderhill, FL
01.2019 - 03.2020
- Demonstrated product knowledge, providing clients with tailored solutions to meet their needs.
- Managed leads and built relationships with potential clients, driving sales and donations for visually impaired community.
- 1 yr 2 mo
Business Development Manager
DHarpConnectionsUSA / DHC Computers
Brooklyn, NY
04.2008 - 12.2018
- Directed project management initiatives to enhance production efficiency and customer satisfaction.
- Trained and led employees to enhance customer service quality, adopting new technology trends to improve service delivery and drive sales growth.
- Provided specialized support for community, schools, and small businesses to resolve network-related issues and optimize configurations.
- 10 yr 8 mo
Education
Associate of Arts - Food Service & Restaurant Management
Delhi State University of New York
Delhi, NYAssociate's of Applied Science Degree - Information and Computer Systems
ITT Technical Institute
Davie, FLSkills
- Customer service
- Technical support
- Customer service
- Communication skills
- Phone etiquette
- Microsoft Office
- English (Native)
- CRM tools - Salesforce - Zendesk - HubSpot
- Proficiency in Microsoft Office 365
- Cust
- Leadership
- Team management
- Business management
- Software troubleshooting
- Sales assistance
- Customer account management
- CRM system proficiency
- Attention to detail
- Client management
- Client interaction via phone calls
- Marketing
- Office experience
- Microsoft Excel
- Interpersonal skills
- Microsoft Outlook
- Order entry
- Product demos
- Inside sales
- Clear language communication
- Sales
- Conducting sales calls
- Closing sales
- Objection handling (sales technique)
- Sales presentations
- Deal closing
- Professional networking
- Promotional sales techniques
- Phone communication
- Strategic thinking
- Situational awareness
- Needs-based selling
- Brand promotion
- Tech support experience
- Search engines
- Pipeline
- Windows
- Operating system updates
- Mentoring
- HubSpot
- Call center experience
- Store management
- Productivity software
- Call center agent experience
- Application support
- Telecom support experience
- Wiki systems
- HMO health insurance
- Technical support
- Customer communication
- Client service documentation
- Customer support specialist experience
- Sales development management
- Product demonstration
- Basic math
- SaaS
- Network monitoring
- Inventory control
- Fraud prevention and detection
- Google Drive
- Freight
- Working with individuals with disabilities
- Data management
- B2B
- Active Directory
- Solar sales
- Microsoft Word
- B2C business model
- Care plans
- Event marketing
- Web browser support
- Public speaking
- Desktop support
- Wireless networking
- Basecamp
- ITIL
- Recruiting
- Grocery store experience
- Healthcare support experience
- Online verification
- Handling customer exchanges
- Point of service (POS) health insurance
- Technical support via video conferencing
- Sales technology adoption
- Client retention
- Health insurance deductibles
- Sales experience within tech
- UNIX
- Hospitality support experience
- Equipment inventory management
- Project management lifecycle
- Team leadership
- HVAC
- Client email correspondence
- Morningstar
- Malware removal support
- Lead generation strategies
- Outside sales
- Support technician experience
- Microsoft SQL Server
- Sales strategy
- Catering
- Technical support via email
- Product management
- Record keeping
- Laboratory experience
- Providing product information
- Logistics
- Email marketing
- Client referrals
- Service cancellation management
- Customer issue escalation
- Billing issue inquiries
- Software maintenance
- High-end sales
- NetSuite
- Network management
- Technical support representative experience
- Front desk
- Public relations
- Phone call management
- Financial management
- Pizza experience
- Real-time verification
- Healthcare product knowledge
- Personal service client interaction documentation
- Managing retail teams
- Sales team management
- Relationship selling
- Microsoft Publisher
- In-person customer service
- Firmware
- Consulting experience
- Salesforce
- Order processing
- Training & development
- Restaurant experience
- Team management
- Route driving
- Azure
- Business development
- Patient monitoring
- Healthcare provider information
- Financial services
- Software sales
- Operations management
- VPN
- Patient interaction
- Non-profit support experience
- IVR
- Medicare
- Individual consumer customer service
- Client empathy training
- Telecommunications knowledge
- Team collaboration
- Quick service & fast food restaurant experience
- CRM software
- Medical terminology
- Outbound calling
- Outdoor work experience
- Schedule management
- Windows support
- DocuSign
- SAS
- Customer complaint resolution
- Health insurance network providers
- SMS customer support
- Client relationship development
- Real estate administrative experience
- Medical diagnostic terminology
- Quality assurance
- Partner customer support
- Video customer service
- Custom software application support
- Quality control
- Sports
- Retail management
- Order tracking
- IT support
- Health insurance out-of-pocket maximums
- Workflow management (operations management method)
- Direct sales
- Technical troubleshooting support
- Filing
- Intake
- Customer support experience
- SharePoint
- Software testing
- Health insurance co-pays
- Vendor relationship management
- User flows
- Government agency customer support
- Education support experience
- Achieving sales targets
- Consultative selling
- Inventory management
- Power BI
- Problem-solving
- Teaching
- Health plan knowledge
- Contract management
- Promotional strategy development
- HIPAA
- Coinsurance in health insurance
- Continuous improvement
- Office management
- Service management
- Windows Remote Desktop
- Data analysis skills
- EHR systems
- Software support
- Customer education materials
- Complaint handling
- Operating system installation
- Operating systems
- Research
- Communication platforms
- Operations
- Avaya
- Experience design
- Logistics coordination
- Clerical experience
- Internal employee customer service
- CSS
- Network infrastructure
- Hotel experience
- IIS
- Analytical thinking
- Developing technical user guides
- Contracts
- Active listening
- POS
- Help desk
- Grammar Experience
- User support
- Analysis skills
- Brand representation
- Software implementation
- Hardware support specialist experience
- Client services
- Billing troubleshooting
- Customer relationship building
- Customer acquisition
- Relationship building
- Customer support
- Account troubleshooting
- Accounts receivable
- Process management
- Office supply management
- Health insurance benefit levels
- Sales lead qualification
- Non-technical user support
- Network troubleshooting
- Dispatching
- VMware
- Remote access software
- macOS
- Client retention strategy
- Cross-selling
- Product information training
- Largest technical support team managed (6-10 team members)
- Technology sales
- VoIP
- Team lead experience
- Microsoft Access
- Database management
- Information security
- Health insurance information
- Computer operation
- User training (technical support)
- Pivot tables
- Multitasking
- Computer hardware
- Food industry
- Written communication
- Computer literacy
- Network support technician experience
- AI
- Health insurance authorizations
- SAP
- Assembly
- Cabling
- Frontline customer support management
- Telephony
- Telecommunications
- Google Workspace
- Lead generation
- Outbound sales
- Product support specialist experience
- IT
- Data interpretation
- Teamwork
- Process improvement
- Jira
- Real-time systems
- Network support
- Data collection
- Response time improvement
- Retail sales
- Wireless sales
- Retail math
- Sales negotiation
- Android
- Retention rates (success metric)
- Driving
- Conflict resolution
- Interviewing
- Microsoft PowerPoint
- Empathy
- Alternative dispute resolution
- Workforce management
- Slack
- Small business owner customer support experience
- Editing
- Order inquiry handling
- Salesforce Cloud
- Mobile device management
- Typing
- Organizational skills
- Email customer support
- Live chat
- Presentation skills
- Fiddler
- Load & unload
- Sales administration
- Software installation
- Guest relations
- Prospecting
- Supervising experience
- B2C
- Product replacement management
- LogMeIn
- Corporate instructional development
- Customer inquiry resolution
- Customer training
- TCP
- Remote technical support
- Mobile applications
- Server management
- HubSpot CRM
- Computer networking
- Improving customer support response time
- Performance tuning
- Zendesk
- Computer science
- Writing skills
- BMC Remedy
- IOS
- Order fulfillment
- EDI
- Returns handling
- Largest customer support team managed (11-15 team members)
- Management
- Time management
- Email support
- Epic
- 5G
- Data-driven decision making
- Crew management
- Customer service manager experience
- SQL
- Cooking
- Insurance verification
- Zoom
- Health insurance
- HITRUST
- English
- Microsoft Windows Server
- Direct marketing
- System performance monitoring
- Serving
- Staff training
- Mobile devices
- B2B sales
- Purchasing
- E-commerce
- Negotiation
- Phone customer support
- Desktop administration
- Retention targets
- Relationship management
- Ethernet
- Negotiation (sales skills)
- Travel planning
- Data entry
- Administrative experience
- Citrix
- CRM systems
- Employee retention
- Confluence
- Post-acute care experience
- Hardware support
- Data extraction
- Accounts payable
- SAP CRM
- ServiceNow
- Retail support experience
- Remote support specialist experience
- Call center management
- Customer relationship management
- Skype
- Google Docs
- Computer skills
- Account management
- Assistance experience within technology industry
- Client communication
- Persuasion
- Benefits administration
- Internet of Things
- B2B business model
- LAN
- On-site technical support
- Interpersonal communication
- Order issue resolution
- Customer relationship management
- Service technician experience
- POS systems
- Health insurance verification via manual review
- Microsoft Teams
- Lending
- Team development
- Conflict management
- Appointment scheduling
- Insurance verification experience (1-2 years)
- Warm calling
- Incident management
- Hardware maintenance
- Technical team management
- E-commerce customer support
- Databases
- Ticket management
- Customer engagement
- Promotional sales
- Product demonstrations
- Event activation
- Retail merchandising
Personal Information
- Title: Brand Ambassador - Promotional Sales
- Driving License: Driver's License
- Availability: Willing to relocate to anywhere
- Work Permit: Authorized to work in the US for any employer
Certification
- Driver's License
- CompTIA A+
Languages
English
Timeline
Brand Ambassador - Promotional Sales
Omnicom Experiential Group
11.2025 - Current
Customer Service Representative
TGI Office Automation
06.2025 - 10.2025
Customer Service Manager (CSM)
Clear Choice Health, LLC
08.2024 - 06.2025
Customer Engagement Specialist
NEXTERA ENERGY RESOURCES
05.2023 - 06.2024
Technical Customer Support Specialist
Verizon (Asurion)
05.2022 - 05.2023
Technical Customer Support Specialist
SUTHERLAND GLOBAL (AT&T)
05.2020 - 06.2022
Inbound Call Center Sales Representative
HERITAGE FOR THE BLIND
01.2019 - 03.2020
Business Development Manager
DHarpConnectionsUSA / DHC Computers
04.2008 - 12.2018
Associate of Arts - Food Service & Restaurant Management
Delhi State University of New York
Associate's of Applied Science Degree - Information and Computer Systems
ITT Technical Institute