Darrell Victor Overton

Management, Business Admin & Customer Service

2077B Hudson Ave

Rochester, N.Y. 14617

585-***-****

ad1rzj@r.postjobfree.com

Summary

Aggressive, enthusiastic professional with talent for quickly identifying customers’ needs, closing orders and generating repeat business through effective customer service skills. Experienced in high-level management, statistical & data analysis to optimize performance.

Areas of Experience & Skills:

SERVICE & SALES:

Extensive experience in call center environment inbound/outbound. Direct door to door experience, selling to the customer on the spot, and collecting cash or check for licensed merchandise. Showroom Ambassador, Product specialist liaison between customers and salespersons, for products with value of 20k-100k. Maintained an 81% retention rate for client’s products and services.

TECHNICAL:

Excellent computer knowledge, extensive experience with Microsoft Office suites, MAC, IOS & Safari. Extensive knowledge with programs like, Quick books and Peachtree. Data entry speeds 13700/per keystroke, typing 60 WPM. Some knowledge with web-based programs and HTML programming.

MANAGEMENT & SME:

Over 12-month period as a manager I maintained, monthly shrinkage 12.6% (target 17%), Attrition 6.8% (target 9%), managers monthly incentive payout for KPI, performance & violations 90%+ to goal for overall each month. Team interactions, average team head count 15 agents, average coaching per month 68 sessions, (Coaching: skills transfer, corrective, positive feedback, customer feedback). Floor Supervisor 3 hours per shift, for real time call resolutions, billing, retention, customer feedback, escalations. Familiar with modern data collection and statistical analysis techniques for agent performance improvements and skills transfers. Coached, trained and assisted with getting certified three subject matter expert agents in 2022.

PRESENTATION:

Extensive experience designing customized business proposals and sales recommendations, skilled at listening to clients’ needs and concerns, developing effective solutions, and if need be, persuading customer to act. Experience in onsite product presentation setup, tracking customer interactions by providing sales leads to sales team. Extensive experience in consulting new SEO’s using online media marketing and sales. Through social networks, focus groups, and online network companies to get maximum output from top search engines used to get the word out.

Career Experience

2005-2008, 2013-2023

(Cingular/AT&T Residential/AT&T cellphones/DTV/UVERSE/TurboTax Tech Support), services for customer service and sales for home phone, Internet, TV cable services, Digital Life, computer solutions, home wiring protection)

2012-2013 Market Source Representative, Rochester, NY (outside Sales rep for Time Warner Cable)

(in store presentations and direct contact marketing)

Education & Training

East High School, Rochester, NY (diploma received)

Rochester Business Institute, Rochester, N.Y

Major: Accounting/Business Administration, AOS 2005

TMU Management Certified 2021

Accomplishments and references are available upon request.