Darrien Benford
Oakwood Village
Summary
Customer support professional with 8+ years of experience in high-volume phone, chat, and email environments. Skilled in Zendesk, Salesforce, and CRM administration with a strong background in ticket management, KPI performance, and customer retention. Experienced in operations coordination and team leadership, with a track record of consistently meeting and exceeding SLAs. Eager to bring proven support expertise to a fast-growing SaaS or iGaming/sports betting company where delivering exceptional user experiences and contributing to product improvement are top priorities.
Overview
10
10
years of professional experience
Work History
Assistant Operations Manager
US Med-Equip
2023.09 - 2026.05
- Manage high-volume data entry, documentation, scheduling, and operational reporting daily.
- Coordinate 5–10 medical equipment deliveries per day across Ohio while maintaining detailed service records.
- Support 10–12 healthcare and hospice partners through communication, troubleshooting, and logistics coordination.
- Maintain compliance records, maintenance logs, inventory updates, and workflow documentation.
Customer Service Representative II
American National Insurance
2020.01 - 2023.08
- Handled approximately 25 customer interactions daily across phone, chat, and email channels.
- Performed continuous data entry, account updates, billing adjustments, and documentation management.
- Utilized Salesforce, Zendesk, Slack, Zoom, and CRM systems to support customers in a remote environment.
- Assisted customers with policy updates, billing inquiries, payment plans, and account troubleshooting.
Customer Service Representative
S&P Data LLC
2016.06 - 2020.01
- Managed 40+ calls daily with a 95% customer satisfaction rate.
- Delivered sales and customer support, consistently exceeding KPIs.
- Built strong rapport with customers, improving retention and satisfaction.
- Utilized CRM software to track customer interactions and sales performance efficiently.
Education
Diploma - Broadcasting Media
Ohio Media School
Valley View, OH01.2018
High School Diploma -
Bedford High School
Bedford, OH01.2015
Skills
- Customer Support Operations
- Ticket & Queue Management
- Salesforce CRM
- KPI & SLA Management
- Live Chat & Email Support
- Escalation Handling
- Operations Management
- Team Leadership
- Process Improvement
- Microsoft Office
- Google Workspace
- Operations management
- Microsoft Excel
Timeline
Assistant Operations Manager
US Med-Equip
2023.09 - 2026.05
Customer Service Representative II
American National Insurance
2020.01 - 2023.08
Customer Service Representative
S&P Data LLC
2016.06 - 2020.01
Diploma - Broadcasting Media
Ohio Media School
High School Diploma -
Bedford High School