Darryl Harp
Sunrise,FL
Summary
As a highly skilled customer service and support professional, I possess exceptional technical proficiency and extensive experience in project management. I am adept at providing comprehensive technical support, resolving complex customer issues, and delivering unparalleled customer service.
- To secure and excel in a full-time position that provides professional challenges, leveraging my interpersonal, problem-solving, and time management skills.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Technical Customer Engagement Specialist
NextEra Energy
Palm Springs Gardens, FL
05.2023 - Current
- Diligently informed all users of renewable energy, including wind, solar, and battery storage systems.
- Provided frontline support by responding to inquiries and resolving issues via phone, email, and web chat applications (e.g., Zendesk).
- Became an expert in SaaS and SAP issues, financing, sales, and operational workflows.
- Regarded as a significant resource for information and a key point of escalation for all customers.
- Ensuring account information is accurate, making adjustments as necessary, and aiding solar sales representatives in progressing to the subsequent steps mandated by the Installer and solar engineering department.
- Ensure follow-up at every stage of the process to prevent cancellations, ensure retention, and guarantee the ultimate client experience.
- Drove scalable solutions to support our growing customer base using Salesforce.
- Served as a voice of the customer and worked with the team to improve program processes.
Technical Sales & Customer Support Specialist
Verizon, Asurion Call Center
, FL
05.2022 - 05.2023
- Provided our clients with technical knowledge to help minimize or prevent technical issues
- Utilized technical knowledge on persistent device issues to permanently solve issues instead of temporary solutions.
- For example: POS systems, small business network topology, and system upgrades.
- Successfully boosted the sales of Asurion service contracts by 25% by strategically emphasizing value and tailoring service contract details to meet the unique needs of each client.
- Patiently guided users through software diagnostic and troubleshooting processes, our client knowledge base, and listening to and following verbal instructions.
- Built immediate rapport to earn trust, and show empathy & compassion amongst all customers
- Provided the ultimate customer service to successfully meet and exceed company metrics.
- Achieved a reduction in client callbacks by more than 50% through client education and consistent follow-up.
- Served on the front lines by answering questions and troubleshooting problems through phone, email, and chat. Continuously educated one's self on the latest trends, products, services, and knowledge base.
Technical Sales & Customer Support Specialist
Sutherland Global (AT&T) Contract
, FL
03.2020 - 05.2022
- Identified and resolved all technical issues with 95% resolution & 40% increase in retention.
- Consistently exceeded quarterly targets by 20% with innovative upselling techniques, inclusive product knowledge, and the use of company tools for well-rounded support
- Prioritized follow-up with prospective customers which increased the average $ quota by 15%
- Emphasized the features of new products and services to help reduce common customer issues.
- Achieved an average customer satisfaction rating of 99%, surpassing the team goal by 20%.
- Managed fast-paced call center work to assist a high volume of daily customers using multiple internal databases and systems.
Call Center Customer Service Sales Representative
Heritage For The Blind
Lauderhill, FL
01.2019 - 03.2020
- Qualified lead generated prospective clients seeking sales & donations that provide quality services to help the blind and visually impaired.
- Build trust and rapport while establishing great client relations.
- Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Participated in various incentive programs and consistently exceeded sales goals.
Customer Service & Technical Support Specialist, Owner
DHarpConnectionsUSA / DHC Computers
Brooklyn, NY
04.2008 - 12.2018
- Honorably served community, schools, and small businesses in all network-related issues, topology or setup of, POS set-up & network troubleshooting with advanced business network equipment configuration & training (Clover - Lightspeed - Upserve - Square - TouchBistro)
- Project management engagement to optimize on-time production, customer flow, & sales.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- CRM, In-field professional services, business software & hardware training/troubleshooting.
- Founded and managed a computer business, successfully growing its revenue to $200,000 in the first year.
Education
Associate of Science - Network Systems Administration
ITT Technical Institute
Fort Lauderdale, FL 03.2013 - 12.2015
Associate of Applied Science - Food Service Management
State University of New York At Delhi
Delhi, NY1983
Skills
- Technical Support
- Customer Service & Support
- Technical Customer Support & Service
- CRM
- VoIP
- Remote Access Software Troubleshooting
- Windows Operating Systems
- Microsoft Office and Office 365
- POS systems
- Jira Zendesk Salesforce Service Now
Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Technical Customer Engagement Specialist
NextEra Energy
05.2023 - Current
Technical Sales & Customer Support Specialist
Verizon, Asurion Call Center
05.2022 - 05.2023
Technical Sales & Customer Support Specialist
Sutherland Global (AT&T) Contract
03.2020 - 05.2022
Call Center Customer Service Sales Representative
Heritage For The Blind
01.2019 - 03.2020
Associate of Science - Network Systems Administration
ITT Technical Institute
03.2013 - 12.2015
Customer Service & Technical Support Specialist, Owner
DHarpConnectionsUSA / DHC Computers
04.2008 - 12.2018
Associate of Applied Science - Food Service Management
State University of New York At Delhi
CompTIA A+
Computer Technology and repair with advanced Network exposure and training.
CompTIA A+
Computer Technology and repair with advanced Network exposure and training.
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