Customer Service Representative

Darnell Robinson

*** ********* ****** #*** * Washington, DC 20032 * 202-***-**** * *********@*****.***

September 30, 2013

Dear Sir or Madam:

My resume is enclosed for your review and consideration. I hope that you find my qualifications meet your

expectations.

I am accustomed to a fast paced environment where deadlines are a priority and handling multiple jobs

simultaneously is a requirement. I enjoy a challenge and work hard to attain my goals. Constant

communication with all levels of employees has strengthened my interpersonal skills.

I am very organized and detail oriented, work well under pressure and deadlines, enjoy working with a

variety of people, and have a great attitude. I’m looking for a creative, challenging, growth oriented

position and would like the opportunity to learn more about your corporation and the position.

In the meantime, please do not hesitate to contact me at 352-***-**** or email at *********@*****.***.

Sincerely,

Darnell Robinson

DARNELL ROBINSON

• • *********@*****.*** •

104 Irvington Street # 203 Washington, DC 352-***-****

Potential Benefits to Employer

STRONG CLIENT RELATIONSHIP SKILLS: I have excellent interpersonal and

communication skills with a clear understanding of client’s wants and needs. My vibrant

personality and knowledge allows me to effectively gain the respect and trust of current and

prospective clients. I am an extraordinary innovator who transforms ideas into reality by

thinking “out of the box”. My attention to detail and my conceptual thinking abilities permit me

to do a thorough job towards solving client’s problems.

TEAM LEADERSHIP: I am positive and supportive person on my team. I work well in a team

environment and have the ability to interact with all levels or staff and be a team player. I

always have suggestions and recommendation for the team and company, which exhibits my

genuine interest in not only my success, but the success of the company. I am a good team

player and a fast learner who looks forward to challenges that enhances the continuous

improvement of a project.

PROFESSIONAL EXPERIENCE

MSM Security Service – Chevy Chase, MD

11/2010 to Present

Fraud Prevention Inspector

• Validation the physical location of the facility/supplier by taking photos and capturing GPS

coordinates (Geotag) via Smartphone.

• Answering questions on a pre-defined checklist and/or meet with facility staff member to ask

scripted questions.

• Record, store and transmit images back and complete online reports.

University Of Phoenix – Washington, DC

1/2007 to 11/2010

Enrollment Counselor

• Performed clerical and administrative functions such as word processing, data input, file

management, preparation and distribution of correspondence to support the student admissions

process.

• Performed student recruitment activities by conducting telephone follow up calls with students to

answer routine inquiries, schedule meetings and appointments, and other related information. This

also includes providing assistance with incoming telephone calls and walk-ins as needed.

• Assisted with collection applications, transcripts, and tuition payments, as well as, verifies

enrollment and admission information or applications as needed.

• Prepared collateral materials for student orientations, information meetings, and job fairs as

needed. May participate in the setup and coordination of job fairs as requested.

• Compiled and maintains information in a tracking system to ensure that admissions information is

timely, effective and accurate.

• Assisted in new lead generation through participation in telemarketing, mailings, and cold calling in

accordance with established standard operating procedures.

• Informed the students of appropriate time and program commitments with helping them identify

available options to develop a personalized plan for success.

• Managed and totally responsible for new student workshops.

• Assisted potential and /or current students in understand their financial obligations while

partnering with students’ assigned advisor.

• Identified potential barriers within the student enrollment process and initiates steps resulting in

resolutions.

• Monitored students participation and progress through the enrollment process to ensure that

students are in alignment with University policies.

Laser Ship Courier Service – Alexandria, VA

6/2006 to 1/2007

Quality Control Supervisor Dispatcher

• Scheduled work or service calls and dispatched crew after analysis or driver capacity.

• Dispatched, orders, and relayed messages and special instructions to mobile crews and other

departments, including directions, to ensure customer satisfaction and to meet customer’s

requirements.

• Ensured compliance with all drivers’ regulatory requirements, including driver logs and hours of

service requirements.

• Developed and maintained daily operations schedule.

• Tracked all driver departure and arrival times.

• Covered all special requests for customer picks-ups.

• Maintain current and accurate dispatch shift logs and reports after each shift.

• Wrote normal job tickets as required.

• Logged and reported all irregular actions of drivers shift.

• Monitored all packages and shipments to insure arrivals and deadlines were met.

• Dispatched local couriers for prompt pickup and delivers.

• Updated system with all job related information.

• Performed other duties as assigned by the supervisor.

Velocity Express – Hunt Valley, MD

5/2005 to 6/2006

Dispatching Supervisor

• Locate, assigned and confirmed full and part-time drivers in accordance with company policies

• Monitored the timely arrival and departure of drivers

• Ensured compliance with all drivers’ regulatory requirements, including driver logs and hours of

service requirements.

• Maintained Current and accurate dispatch shift logs and reports after each shift.

• Dispatched local couriers for prompt pickup and delivers.

• Supervised over 5 employees.

Utley’s Bus Van & Limo Services – Washington, DC

4/2003 to 5/2005

Customer Service Representative/ Data Entry Clerk

• Prepared coding of all invoices utilizing appropriate general ledger.

• Received incoming calls for pick up and drop offs.

• Made outgoing calls to customers for unpaid invoices.

• Processed all payments received.

• Entered all data into system.

• Identified and addressed the underlying need to the customer.

• Maintained a positive attitude towards peers and managers, committed to working in a team

environment.

Bergman Cleaners – Alexandria, VA

11/2000 to 4/2003

Customer Service Representative/ Call Center

• Handled Customer questions, complaints, and billing inquires with the highest degree of courtesy

and professionalism to resolve customer issue with one call resolution.

• Offered alternative solutions where appropriate with the objective of retaining customer’s

business.

• Handled business transactions in connection with activation of new customer’s accounts on

computer terminal.

• Answered customer/client requests or inquires concerning services, products, billing and report

problem areas.

• Improved customer retention through programs and service provided to the customer.

• Utilized mechanized systems to initiate and completed service orders and handled customer

requests.

• Continued to maintained working knowledge of all company products, services and promotions.

• Made recommendation according to customers needs on features, accessories and different type

of cleaning.

EDUCATION AND TRAINING

POTOMAC HIGH SCHOOL • RECEIVED: DIPLOMA – OXON HILL, MD

• 10/2010 - PRESENT – WASHINGTON, DC (MAJOR: IT)

UNIVERSITY OF PHOENIX

Reference Available Upon Request

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