Summary
Overview
Work History
Education
Skills
Timeline
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Lorraine McNeil Darby

Garland,USA

Summary

High-energy, exemplary passionate-positive mindset and versatile multi-unit & high-volume manager with over 15 years of sales-oriented & leader experience. Knowledgeable and dedicated customer service professional with over 15 years of experience including extensive experience training and developing talent, developing clientele-based business, establishing rapport with clients and cultivating partnerships. Articulate, energetic & initiative-based solutions, managing inventories and salary costs and piloting of processes to drive business forward.

Overview

19
19
years of professional experience

Work History

Customer Service Representative (Industrial)

Hanks Brokerage Inc. (Advanced Spice & Trading / Valdez Corporation)
01.2018 - Current
  • Utilizing multiple screens, data systems & programs in order to multi-task duties
  • Process industrial orders for over 50 individual vendor lines (submitting/confirming/following up/filing/closing) within 48-hour lead time
  • Process sample orders for multiple lines
  • Resourcing & retrieving technical documents within timely manner
  • Document and update customer records via data entry/emailing/phones/mailing
  • Troubleshoot and resolve product issues and concerns/product and freight claims
  • Maintained detailed records of customer and vendor interactions, contributing to comprehensive database for future reference.
  • Handle customer inquiries and complaints (utilizing the correct resources)
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Building customer and vendor relationships
  • Developing and maintaining knowledge base of the evolving products and services.
  • Cross-Training/ Implementing new strategies to work more efficiently
  • Consistent & ongoing daily learning

Client Services Representative (Work @ Home)

ABC Financial (Club Management Software & Payment Processing)
01.2017 - 12.2017
  • Inbound calls from members of fitness and health clubs (clients) regarding membership billing/accounts
  • Utilizing multi-program access systems
  • Processing payments, updating billing and general information, credits/refunds
  • Processing temporary account freezes (holds) and cancellations on membership agreements
  • Emailing/locating membership documents when applicable
  • Ensured one-contact resolutions

Customer Care Coordinator (Call Center)

Fossil Group
03.2016 - 11.2016
  • Overseeing team of 17-20 representatives
  • Ensuring daily service level of minimum 80%
  • Weekly success chats to touch base with assigned team members on metrics/standings
  • Monthly score card touch bases regarding previous month performance
  • Emailing weekly metrics and weekly winners
  • Floor walking call center to be available to answer questions
  • Receiving calls for assistance throughout day from entire call center representatives 45-50 (call representatives)
  • Handling customer escalations and resolving issues
  • Utilizing resources to ensure one-contact resolutions
  • Weekly management meetings to touch base with management team

Customer Care representative (Call Center)

Fossil Group
07.2015 - 03.2016
  • Taking inbound/outbound calls for warranty, repairs, online orders, store purchases, payments, resolving customer service issues, credits, part orders, specialty store orders.
  • Maintain CPH (calls per hour) 10
  • Maintain AHT (average handle time) 6 minutes
  • Maintain QA (Quality Assessment) of calls 90% above
  • Maintain Kana QA (email program) of 90% above
  • Multi-tasking by utilizing 15-20 computer programs/software during calls
  • Dual screen computer set-up

Receptionist/Office Assistant

Specialty Contractors
08.2014 - 07.2015
  • Answered incoming calls from homeowners, contractors, insurance corporate offices
  • Filed invoices daily
  • Ensured all contractors insurance certificates and liability requirements were met
  • Processed new claims in computer system / set up new files
  • Called homeowners to set up appointments with adjusters
  • Called variety of city offices to process permits
  • Customer service to ensure homeowners satisfaction

Customer Service Intake/Sales Virtual Agent

1NW Contact (Work From Home)
01.2014 - 08.2014
  • Inbound/Outbound calls - TV commercial media outlet
  • Multi-tasking with multiple program screens, search engines and databases
  • Capture and enter prospects into database for Medicare based program
  • Detail-oriented, accurate data entry - comments, prospect information, codes
  • Run eligibility directly through Medicare system
  • Enroll eligible leads through a series of detailed survey questions
  • Convert non-eligible leads for non-insurance enrollment
  • Conference call doctor office to verify information
  • Total processing time 15-20 minutes per lead
  • Convert required number of leads per hour - 3
  • Upsell additional medical grade braces and products to leads
  • Build company relationship with lead to become loyal customer

Associate Manager

west elm
09.2008 - 05.2013
  • Manage daily operations of a $10M multi-faceted, customer-centric furniture brand in a single store market
  • Train, develop and hire a team to consistently deliver world-class service
  • Responsible for total customer experience, personnel onboarding, development and training, scheduling, payroll, cost control, margin management, inventory supply and brand integrity
  • Train assistant managers to ensure successful all-around results
  • Store ranked top in LY performance during consistently for past four years
  • Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.

Assistant Manager

west elm
02.2007 - 09.2008
  • Maintain brand integrity through excellent, passionate customer service and loyalty branding
  • Daily coaching to ensure positive personal performance
  • Training to enhance personal skill set levels. Developed sales staff via coaching/weekly one-on-one, skill practices, and classroom sessions on selling culture and credit card techniques
  • Established store as winning force around kpi when West Elm credit card launched August of 2007
  • Ability to motivate team to produce results on demand as well as winning several kpi contests
  • Redesigned weekly one-on-one form to have a more thorough discussion around personal performance with associates
  • Built impactful store morale and “team selling environment” philosophy

Sales associate

west elm
10.2006 - 02.2007
  • Opened store #20 as an associate in October 2006, which was the first in Dallas.
  • Built customer relationships through brand loyalty as well as successfully maintaining personal clientele.
  • Mentored and gained leadership status with “greener” associates to become confident and productive sellers.
  • Personal performance numbers increased throughout the team.
  • Competitively managed to sell $300,000 in a span of 4 months - awarded business cards and a letter of Congratulations from the vice president of West Elm stores.
  • Promoted to coordinator position in February 2007.

Education

Associate of Arts - Fashion Merchandising / Design

Wade College
Dallas, TX

Associate of Arts - Jewelry Design & Repair

Ashworth College
Norcross, GA

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Detail-oriented data management
  • Effective complaint resolution
  • Call center management
  • Microsoft outlook
  • Timely follow-up communication
  • Appointment coordination
  • In-depth product knowledge
  • Order management
  • Team development
  • Customer relationship management (CRM)
  • Sales proficiency
  • Account management
  • Shipping and logistics
  • Timely logistics coordination
  • MCS CRM system proficiency
  • SAGE CRM system proficiency
  • EDI CRM system proficiency
  • Professional telephone demeanor
  • Payment processing
  • Meticulous attention to detail
  • Consistent knowledge acquisition
  • Training development aptitude
  • Data analysis and reporting

Timeline

Customer Service Representative (Industrial)

Hanks Brokerage Inc. (Advanced Spice & Trading / Valdez Corporation)
01.2018 - Current

Client Services Representative (Work @ Home)

ABC Financial (Club Management Software & Payment Processing)
01.2017 - 12.2017

Customer Care Coordinator (Call Center)

Fossil Group
03.2016 - 11.2016

Customer Care representative (Call Center)

Fossil Group
07.2015 - 03.2016

Receptionist/Office Assistant

Specialty Contractors
08.2014 - 07.2015

Customer Service Intake/Sales Virtual Agent

1NW Contact (Work From Home)
01.2014 - 08.2014

Associate Manager

west elm
09.2008 - 05.2013

Assistant Manager

west elm
02.2007 - 09.2008

Sales associate

west elm
10.2006 - 02.2007

Associate of Arts - Fashion Merchandising / Design

Wade College

Associate of Arts - Jewelry Design & Repair

Ashworth College

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Lorraine McNeil Darby