Domineshia Darden
Wilson,North Carolina
Summary
Thorough Member Services Representative recognized for applying communication strengths and upselling techniques to boost sales. Hardworking professional offering 16 years of experience rendering support and services to membership-based clients. Versed in investigating complaints and concerns, quickly processing orders and cross-selling products.
Overview
12
12
years of professional experience
Work History
Dual Member Service Representative III-MLO
Navy Federal Credit Union
01.2018 - Current
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Answered incoming calls regarding membership benefits and services.
- Greeted customers in a friendly and professional manner.
- Enhanced member relationships by providing excellent service during each interaction.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge based to develop strategic solutions.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Presented and explained services and products to meet member needs.
- Answered member questions about products and services.
- Provided guidance to members on how best to use products or services offered by the organization.
- Monitored compliance with organizational security protocols when interacting with members.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Processed cash and check deposits every day.
- Verified identity information on new accounts using established procedures.
- Delivered quality service by assessing, advising and assisting credit union members.
- Assisted colleagues with tasks as needed during peak times of activity.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Balance the automated teller machine and perform other vault custodial duties, such as maintaining cash levels for the branch, keeping branch totals balanced and researching differences to correct them
- I have served as a branch mentor training and assisting other employees with transactions and questions
- I am a quality champion for the branch, keeping the branch up to code with all policies and procedures and preparing for audits, ordering branch supplies, and providing details for process improvements throughout the branch
- I was a branch key holder with an alarm code, opening and closing the branch consistently
- In October 2021, I was named Carolina Allstar for the region and in November 2022 I was selected by the regional manager to participate in the New Hybrid Member Service Role, where I have soared as a contact center representative along with my branch duties.
Digital Sales Representative Team Lead
Time Warner Cable
01.2016 - 01.2018
- Resolved customer complaints promptly and professionally.
- Developed and implemented team strategies to increase sales productivity.
- Negotiated contracts with customers in order to maximize profits.
- Maintained detailed records of all sales activities within the team's CRM system.
- Communicated regularly with upper management regarding progress towards departmental objectives.
- Developed relationships with key customers in order to secure long-term business partnerships.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Presented products and services to prospective and existing customers to meet client needs.
Retention & Sales Representative
Centurylink
01.2012 - 01.2016
- Inbound care representative for a 3rd party vendor for a major company, an American company offering cable television, high-speed Internet, and telephone services to more than 27.6 million customers in 29 states
- Assisting customers with billing questions, educating customers on new products and services, meeting monthly sales quota at 80% or above, taking payments, verifying, and updating customers' accounts
- I transitioned as a floor lead, managing the floor ensuring staffing and queues to be set correctly to each person’s profile, completing schedules for different teams and coordinating meetings with higher management and vendors.
Education
Associate Degree in Engineering -
Nash Community College
02.2024
Skills
- North Carolina Notary Public
- Nationwide Multisystem Licensing Number
- Excellent communication skills, both written and verbal
- Good listening and interpersonal skills
- Strong attention to detail
- Great at multitasking
- Very accountable
- Product Sales
- Issue Resolution
- Service Upselling
- Member Retention
- Service Recommendations
- Account Management
- Policy Understanding
- Product Recommendations
- Customer Service
- Complaint Handling
Timeline
Dual Member Service Representative III-MLO
Navy Federal Credit Union
01.2018 - Current
Digital Sales Representative Team Lead
Time Warner Cable
01.2016 - 01.2018
Retention & Sales Representative
Centurylink
01.2012 - 01.2016
Associate Degree in Engineering -
Nash Community College