Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pepper Darlington

Winchester,VA

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Able to assess staff talent for additional development and to manage multiple objectives by matching the right people to the right task. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Record of performance in meeting organizational objectives, by coaching on upselling, managing call time, and creating and maintaining a database for phone agents to use efficiently and profitably.

Overview

13
13
years of professional experience

Work History

Customer Care Center Supervisor

Wondrium
03.2014 - Current
  • Trained team members on new informational database services and products to support the contact center as a whole and to aid in standardizing quality of service.
  • Developed and wrote internal standards and database organization to minimize confusion and improve confidence across services.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Built customer relationships by responding to inquiries, identifying and assessing customers' needs, resolving problems, and following up with potential and existing clients.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Completed bi-weekly payroll for 10 employees.
  • Interceded between employees during arguments and diffused tense situations.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Applied best practices in customer service, sales and employee management to exceed organizational goals.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Developed new employees and on-going performance assessment of current employees.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Hired, managed, developed and trained staff, established and monitored goals, and conducted performance reviews for staff.

Receptionist and Scheduler

Great Lakes Eye Care
08.2010 - 08.2013
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Maintained confidentiality of information regarding clients and company.
  • Answered central telephone system and directed calls accordingly.

Education

Bachelor of Arts - Classical Liberal Arts

Patrick Henry College
Purcellville, VA

Skills

  • Process improvement, innovative and creative
  • Strategic planning
  • Stress management
  • Attention to detail
  • Multitasking abilities
  • Excellent communication
  • Team leadership, training and mentoring
  • Conflict resolution

Timeline

Customer Care Center Supervisor

Wondrium
03.2014 - Current

Receptionist and Scheduler

Great Lakes Eye Care
08.2010 - 08.2013

Bachelor of Arts - Classical Liberal Arts

Patrick Henry College

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Pepper Darlington