Summary
Overview
Work History
Education
Skills
Timeline
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Daryl Horn

Lexington

Summary

Dynamic customer service professional with extensive call center experience at Pearl Interactive Network. Proven ability to enhance customer satisfaction through active listening and effective complaint handling. Skilled in managing high call volumes while maintaining professionalism, resulting in improved service delivery and client retention. Committed fostering positive client relationships and resolving issues efficiently.

Overview

6
6
years of professional experience

Work History

CSR

Pearl Interactive Network
08.2024 - Current
  • Facilitated understanding of Medicare insurance for older adults.
  • Assisted in registering participants for Medicare insurence
  • Aided in diagnosing and resolving technical problems on Beneficiaries medicare.gov accounts
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Help resolve issues with Medicare insurence
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.

Manager

Panera Bread
10.2019 - 05.2023
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
  • Maintained adherence to food safety regulations.

Shift Lead

Starbucks
05.2023 - 07.2024
  • Completed store opening and closing procedures and balanced tills.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Maintained a clean and organized work environment, ensuring safety standards were met consistently.
  • Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.

Education

Bachelor's Degree - Psychology

Eastern Kentucky University
Richmond, KY
12.2014

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • Customer service
  • Active listening

Timeline

CSR

Pearl Interactive Network
08.2024 - Current

Shift Lead

Starbucks
05.2023 - 07.2024

Manager

Panera Bread
10.2019 - 05.2023

Bachelor's Degree - Psychology

Eastern Kentucky University

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Daryl Horn