Customer Service Representative
Resume:
DARSHARAY ALLEN-SORE
**** **** ******* ****** ****. APT 3J
New York, New York 10030
***********@*****.***
OBJECTIVE: To obtain an Operation’s Manager position with increasing responsibility
EXPERIENCE:
New York City Housing Authority (N.Y.C.H.A) 1/12- Present
Pest Control Operator
•Mixed and applied restricted use chemicals safe and effectively
•Advised residents and fellow employees of safe and effective methods of integrated pest management
•In collaboration with Grounds supervisors maintained rodent free grounds, Play areas and Walkways
•Maintained accurate chemical use and treatment restrictions.
•Resolved resident issues concerning any pest infestations in their apartment dwellings.
AEGIS COMMUNICATION GROUP, New York, NY 11/05- 7/10
Operation Manager (12/06-7/10)
•Establish detailed operational objectives and action plans for engagement performance, acquire and manage resources to meet objectives, and review performance against objectives to ensure success.
•Prepare and analyze performance reports (e.g., associate productivity, financial, staffing, and disposition) and develop action plans to resolve any deficiencies.
•Develop hiring and staffing plans to ensure attendance and schedule adherence goals are attained.
•Achieve and maintain key performance metrics (e.g., associate retention, schedule adherence, bill-to-pay, attendance and quality) as determined by senior management.
•Prepare and submit monthly invoice requests on time.
•Develop staff through training, coaching and development activities.
•Disseminate new information, processes and procedures to leadership staff in a timely manner.
•Participate in supervisor selection and interviewing process.
•Know and enforce Aegis and client policies and procedures consistently.
•Review personnel actions and advise Center Director, Human Resource Manager, and other senior management as necessary on important matters.
Operation Supervisor (2/06 – 12/06)
•Monitor, track and evaluate associate performance and provide feedback to associate to ensure engagement goals are met using a combination of Witness monitoring system or other related technology, side-by-side observations, performance reports, etc.
•Develop and administer performance action plans by engagement and/or associate to ensure goals are achieved.
•Prepare, analyze and disseminate accurate performance reports to appropriate parties.
•Handle customer escalations.
•Walk the production floor to ensure associates are actively engaged in production work and systems are functioning properly.
•Disseminate new information, materials, and equipment to associates and ensure proper usage and comprehension.
Customer Service Representative (11-05-2/06)
•Answer inbound telephone calls and speak with customers in an effort to resolve customer service inquiries with accuracy, efficiency, and quality.
•Access customer account information via computer software and make necessary entries in order to resolve problems and/or complaints, initiate or change service, process transactions, schedule installations, etc.
•Communicate with customer effectively and clearly, which requires excellent oral communication skills (grammar, enunciation, pronunciation).
•Cope with and diffuse stressful situations, control direction of call with tact and diplomacy.
•Use independent judgment, logic and analytical skills in problem solving.
METLIFE INSURANCE, New York, New York 3/00 – 4/01
Customer Service Representative
•Answer inbound telephone calls and speak with customers in an effort to resolve customer service inquiries with accuracy, efficiency, and quality.
•Access customer account information via computer software and make necessary entries in order to resolve problems and/or complaints, initiate or change service, process transactions, schedule installations, etc.
•Communicate with customer effectively and clearly, which requires excellent oral communication skills (grammar, enunciation, pronunciation).
•Cope with and diffuse stressful situations, control direction of call with tact and diplomacy.
•Use independent judgment, logic and analytical skills in problem solving.
EDUCATION:
BRONX COMMUNITY COLLEGE, Bronx, NY
Sociology granted 6/00
Interboro Institute for Science technology, New York, NY
25 Credits in Paralegal Studies 8/05
Kaplan University
Accident and Health Licensed, 2/05-Present
New York College of Technology
Pest Control Operator License 1/21/12- Present
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