DAVION SORRELL
Fort Worth,TX
Summary
Dynamic customer service professional with a proven track record at American Airlines Federal Credit Union, excelling in issue resolution and client education. Skilled in maintaining composure under pressure, I foster strong relationships and enhance customer satisfaction through effective communication and teamwork. Committed to delivering exceptional service and driving positive outcomes.
Overview
10
10
years of professional experience
Work History
Member Service Representative
American Airlines Federal Credit Union
01.2022 - Current
- Help a large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provide exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhance customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Verified customer identification and documentation for compliant transactions.
- Assist members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Assist members with correcting account, service, and system issues by educating on required forms and technical processes.
- Deliver prompt service to prioritize customer needs.
- Follow up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
- Opened member accounts and certificates of deposit.
Customer Service Representative
Tucker Rocky Distributing
02.2017 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed approximately 100 incoming calls per day
Staffing Specialist
True Blue People Ready
04.2015 - 10.2016
- Scheduled interviews with potential candidates, filled out required paperwork and prepared introduction manuals.
- Managed high-volume requisitions across multiple industries, consistently meeting deadlines while providing top-notch candidates for each role.
- Developed strong relationships with clients and hiring managers, leading to a higher volume of job orders and successful placements.
- Performed urinalysis testing to discourage illegal drugs use in company.
- Developed and facilitated new-hire orientations.
- Hired employees and initiated new hire paperwork process.
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Reduced time-to-fill ratios by effectively prioritizing open positions based on client needs, resources available, and market conditions.
- Provided comprehensive support for temporary employees, including benefits administration, and payroll processing.
- Collaborated with hiring managers to develop detailed job descriptions that accurately reflected the requirements and expectations of each role.
- Managed staffing of over 50 new hires
Education
High School Diploma -
Cedar Hill High School
Cedar Hill, TX05.2002
Skills
- Customer service
- Client education
- Calm and professional under pressure
- Teamwork and collaboration
- Computer skills
- Issue and complaint resolution
Timeline
Member Service Representative
American Airlines Federal Credit Union
01.2022 - Current
Customer Service Representative
Tucker Rocky Distributing
02.2017 - 07.2021
Staffing Specialist
True Blue People Ready
04.2015 - 10.2016
High School Diploma -
Cedar Hill High School
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