Summary
Overview
Work History
Education
Skills
Timeline
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Darwin Long

Davenport,IA

Summary

Personable and dedicated Customer Service Representative with extensive experience. 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.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

MidAmerican Energy
Davenport, IA
08.2023 - 01.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.

Customer Service Representative

AT&T Mobility
Davenport, IA
12.2015 - 08.2023
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Set up and activated customer accounts.
  • Exceeded company productivity standards on consistent basis.

Customer Service Representative

Alorica
Davenport, IA, IA
01.2012 - 12.2015
  • Recommended improvements to products and services to mitigate complaints.
  • Set up and activated customer accounts.
  • Relayed productive customer feedback to marketing teams.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Education

High School Diploma -

West High School
Davenport, IA
05.2007

Skills

  • Credit card payment processing
  • Report generation
  • Report creation
  • Problem-solving abilities
  • Office equipment proficiency
  • Inbound and Outbound Calling
  • Data evaluation
  • Clerical support
  • Quality control
  • Call Center Operations
  • Technologically savvy
  • Microsoft Office expertise
  • Adaptive team player

Timeline

Customer Service Representative

MidAmerican Energy
08.2023 - 01.2024

Customer Service Representative

AT&T Mobility
12.2015 - 08.2023

Customer Service Representative

Alorica
01.2012 - 12.2015

High School Diploma -

West High School

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Darwin Long