Omar Darville
Summary
Client-focused Customer Service Representative with a strong background in delivering exceptional service and resolving customer inquiries in the [insert industry]. Proven track record of managing customer inquiries to drive customer satisfaction. Adept at using CRM software and maintaining a professional demeanor in all customer interactions.
Overview
5
5
years of professional experience
Work History
Customer Consultant Representative
PROGRESSIVE INSURANCE(Remote)
Ocala
04.2025 - Current
- Deliver exceptional customer service by actively listening, showing empathy, and resolving issues efficiently
- Handled high volume of inbound calls, assisting customers with policy inquiries, billing, coverage options, and claims support to enhance customer understanding and satisfaction
- Educate policyholders on coverage details and recommend solutions tailored to their needs
- Processed payments and updated account information while accurately documenting customer interactions to ensure seamless service delivery
- Navigated multiple systems for timely and accurate resolutions, improving overall customer experience
- Collaborate with internal teams to resolve complex customer concerns
- Consistently meet and exceed performance metrics including call quality, productivity, and customer satisfaction
Call Center Supervisor/Quality Assurance
STORE SPACE(Remote)
Orlando
02.2021 - 04.2025
- Demonstrate advanced sales expertise by personally handling complex, high-value customer interactions and closing at a high level
- Lead by example through live call takeovers and role-play scenarios that showcase elite objection handling and closing techniques
- Coached agents with actionable feedback to enhance discovery, urgency creation, and conversion rates
- Conduct one-on-one coaching sessions focused on elevating agent confidence and sales performance
- Evaluate recorded and live calls to assess agent performance in both customer experience and sales effectiveness
- Identified performance gaps and implemented targeted strategies that improved revenue and customer satisfaction
- Reinforce best practices in consultative selling, rapport-building, and solution-based communication
- Tracked agent performance against KPIs to ensure accountability and foster continuous improvement
- Partner with leadership to strengthen training initiatives and drive a results-focused, high-performance culture
Education
Some College (No Degree) - Business
Brookdale Community College
08.2003 - 12.2003
Skills
- Client Support
- Customer Communications
- Sales Assistance
- Account Management Billing and payments
- Quality Assurance
- Product Knowledge
- Sales Supervisor and Trainer Coaching
- Problem-Solving
- Policy knowledge
- Claims support
- Customer relationship management
- Software navigation
- Payment processing
- Sales strategy
- Call evaluation
- KPI tracking
- Performance coaching
- Team collaboration
Accomplishments
- Top Salesman for 12 consecutive months, Store Space, 02/01/21 - Present
- Top Salesman Award, Store Space, 2022
- Top Salesman Award, Store Space, 2023
- Top Metrics and Customer Service Performer, Progressive Insurance, 12/01/XX - 03/01/XX
Knowledge And Skills
- Client Support
- Customer Communications
- Sales Assistance
- Quality Assurance
- Sale Supervisor and Trainer
- Problem-Solving
- Account Management
Timeline
Customer Consultant Representative
PROGRESSIVE INSURANCE(Remote)
04.2025 - Current
Call Center Supervisor/Quality Assurance
STORE SPACE(Remote)
02.2021 - 04.2025
Some College (No Degree) - Business
Brookdale Community College
08.2003 - 12.2003