Shaquan Darden
Philadelphia,Pennsylvania
Summary
Seeking the opportunity to fill a position with a growing organization that can be a positive influence. Strong relationship building, customer relations, organization, and multitasking skills. Works well in a team environment, as well as independently. Also to obtain a long term position at a positive workplace, where I'm able to apply skills and knowledge to be an asset to the company. Polite and professional contact reparative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings.
Overview
11
11
years of professional experience
Work History
Contact Representative
Internal Revenue Service, IRS
04.2022 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Prompt Customer support with professional, friendly, and patient attitude
- Listen, diagnose, and resolve cases issues using guides step-by-step solutions
- Protect customers information by verifying appropriate details to comply with privacy standards
- Resolve escalated issues providing actionable solutions to bring accounts current
- Complete customers insights and input data on accounts
- Managed high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
Residential Support Professional
Barber National Institute
04.2018 - 10.2020
- Assisting residents with ADL's and communication skills
- Training and development through teaching new staff, role model and guiding staff on how to appropriately work with and interact with consumers, other staff, families and guardians
- Liaised between community programs and residents and counseled 3 community and assisted living residents
- Supported personal needs of residents dealing with diverse conditions
- Facilitated floor meetings to discuss concerns, review complaints and convey information about policy changes
- Maintained excellent attendance record, consistently arriving to work on time
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Promoted positive relations between residents and staff
- Strategized to improve resident care and satisfaction and held weekly meetings with directors to advocate for resident needs
House Keeping
University Of Pennsylvania
10.2014 - 03.2018
- Use chemicals and other cleaning equipment in proper safe and responsible manner
- Interact with patients and family member
- Discharge (clean room when patient leaves)
- Increased employee performance through effective supervision and training
- Improved process efficiency through effective inventory control in alignment with client standards
- Increased overall cleanliness ratings by consistently meeting or exceeding housekeeping performance standards.
- Maximized workspace efficiency by organizing housekeeping carts, storage closets, and supply areas on regular basis.
Opening Shift Manager
Wing Stop
11.2013 - 08.2014
- Responded to and effectively resolved customer complaints in timely manner to ensure satisfaction
- Maintained inventory control of all products and enforced all proper food sanitation procedures
- Followed procedures for safe food preparation, assembly, and presentation while ensuring that employees adhere to policies
Train new hires for work as crew members and assistants Prepared weekly reports on sales, profits, etc. - Money deposits and drops
- Inventory on food that came in and food in store
- Delegated daily tasks and oversaw 4 employees
- Provided exceptional customer service to customers, increasing customer loyalty 100%
Education
Information Technology
JobWorks Education And Training
Philadelphia, PA02.2022
Diploma -
Martin Luther King High School
Philadelphia, PA06.2013
Skills
- Ability to initiate / manage cross- functional team and multidisciplinary projects
- Efficient under pressure, always meet deadlines Dependable and thrive in challenging and competitive environments
- Familiar with Microsoft office (excel, PowerPoint and word)
- Using relevant knowledge, know-how, to explain and clarify thoughts and ideas
TECHNOLOGY SUPPORT SKILL SET
OS installs/repair/admin
Command line tools
Virtualization & cloud
computing
Linux, MacOS, Windows
7,8,10
Mobile OS support
Network security
User management
Troubleshooting theory
Hardware repair/installs
Coding fundamentals
Timeline
Contact Representative
Internal Revenue Service, IRS
04.2022 - Current
Residential Support Professional
Barber National Institute
04.2018 - 10.2020
House Keeping
University Of Pennsylvania
10.2014 - 03.2018
Opening Shift Manager
Wing Stop
11.2013 - 08.2014
Information Technology
JobWorks Education And Training
Diploma -
Martin Luther King High School
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