DARRELL WINSTON BURKS
Over 30 years of professional customer service experience within the hospitality, finance, travel and retail industries. Utilized my professional phone skills to address incoming callers concerns and inquiries throughout my career. Identified as being a team player with excellent interpersonal skills especially when dealing with diverse groups. Recognized as employee of the month in 2014 and 2012 for job excellence and nominated for the 2008 ROSE Award for outstanding customer service.
DETROIT ATHLETIC CLUB, Detroit MI 7/2009 to 11/2017 Concierge and Front Desk Attendant
Assisted members and guests with room reservations and room service needs. Upheld members and guests to clubhouse standards and polices on a daily basis. Provided guidance and information to members and guests for events and entertainment. SOMERSET INN, Troy, MI 5/2007 to 7/2009
Front Desk Clerk and Night Auditor
Assisted guests with room reservations in person and by phone. Resolved guests’ complaints and concerns daily.
Balanced and processed daily cash and credit card transactions. AMERICAN EXPRESS, Dearborn, MI 7/2005 to 2/2007
Made flight reservations for corporate accounts in their call center Resolved reservation issues
COMERICA BANK, Detroit, MI 6/1999 to 5/2005
Senior Customer Service Representative
Acted as temporary supervisor, assuming duties including resolving customer complaints. Researched and answered internal and external members financial inquiries. Served as liaison between members and account analyst for 401k financial data. Consistently met or exceeded set phone quotas in a high volume call center environment. AAA MICHIGAN, Dearborn, MI 7/1987 to 6/1999
Travel Agent and Tour Counselor
Provided in-bound phone services to assist members with travel related inquiries. Completed phone requests for flight, hotel and car rental reservations. Resolved reservation problems caused by changes in customers’ travel itinerary. EDUCATION
Bachelor of Arts, Journalism, minor: Public Relations, Wayne State University, Detroit, MI 12/1985 Additional Training
Microsoft Word and Excel