Customer Service Relations
Resume:
Darlene Russell
ad5txa@r.postjobfree.com
Resume
American Airlines Inc.
July 2021 – Present
International Customer Service Representative
Raleigh Durham Airport – VIP Ticket agent
Elite Passenger check in services and customer relations
Travel documentation analysis – travel validity
Meets all criteria for baggage drops
Customer relations concerning passengers expectations of American Airlines
Exceeding goals in offering ancillary products and services
Educating passengers on self service navigation and services
Apple Inc.
July 2015 – July 2021
Specialist Program Support (SPS) Advisor
Mac Tier II - IOS Devices
Remote Technical Support for the high end business customers
Customer Servicing via telephone/text and email (inbound and outbound calls)
Identifying and isolating issues with all Apple devices and Mac computers
Support customers with complex research articles to meet resolution
Case documentation reporting detail steps to resolution
Compliant adherence toward resolve
Assuring the customer while probing to understand unspoken concerns
Display of professionalism in greeting the inquiry and a hospitable recognition as a trusted advisor
Internal reporting and weekly group meeting via Microsoft Teams – resource to internal protocols and management
American Family Life Assurance Company –AFLAC
November 2014 – November 2016
Independent Sales Associate -
Consultative sales for the small business arena - supplemental health and life coverage
Offered price strategies presentations to employer involving tax benefits and positioning the added value for the employees
Segment of 50 -99 employee with group rate pricing and payroll deduction options.
Competent in IRS Section 125 Cafeteria Plan legislation.
Deepened and sustained relationships with Stakeholders.
Performed educational seminars on traditional core healthcare complemented with supplemental health benefits.
Wells Fargo Advisors, LLC
November 2010 - December 2016
Licensed Financial Advisor- Private Client Group -
Trusted Financial Adviser
Adhered to fiduciary responsibilities and privacy ethics
Analyzed and evaluated offerings to identify optimal strategies that ensured a competitive advantage for stakeholder's investment management including life, annuity (fixed/variable) structured settlements and IRS section 529 plans as an estate tax shelter
Provided strategic quantitative models to high net worth markets and business continuity plans- insurance products
Formulated asset allocation and developed proprietary investment models to create beta while reducing unsystematic risk exposures
Presented alternatives in lending services and structured positions to meet overall portfolio designs while minimizing exposure
Expert in insurance products favoring deferred income and tax savings
Partnered with wholesalers and internal resources to provide the best Stakeholder experience
Vice President - Private Bank
New York Metropolitan Area
Wells Fargo Bank – NA
April 2004 to July 2012
Licensed Private Banker with Fiduciary Responsibility
Transaction Authority $250,000
Built cases that gained client buy in for asset allocation strategies aligned with client goals and risk tolerances
Identified and attracted high net worth prospects through networking
Created business development plans to bridge business expenses - salaries, start up, capital reserves and business continuity necessities
Proposed leverage strategies with tax efficiencies - IRS 1031, IRS 1035 exchanges
Offered Swap Agreements in lieu of risk tolerances
Managed cash reserves and negotiated rates - $ 30 million under management
Finra series 7, 65, 63, Life/ Health, Accident/Health and LTC products
Education
High School Graduate
Certification in Financial Reporting Strayer University - Raleigh, NC
CFP ongoing CE courses – College of Financial Planning
Technology resource solution training
Cloud development training
Skills
Sales (10+ years) • Client management (10+ years) • Project management (5 years)
Training (10+ years) • Customer Service (10+ years) • CSR (10+ years) • Call Center (10+ years)
Apple platforms – IOS and MacOs
Customer Care (10+ years) • Customer Support (10+ years) • Microsoft Office 365 (7+ years)
Certifications and Licenses
Financial statements certifiable – Strayer University
Present QuickBooks Present Data Entry / Accounting Experience
Present Salesforce.com Certified Administrator
Assessments Customer Service Skills — Highly Proficient
Measures a candidate's skill in evaluating approaches to customer service & satisfaction.
Customer Focus & Orientation — Highly Proficient Responding to customer situations with sensitivity.
Data Analysis — Proficient
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data.
Full Results
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Core Competencies:
Planning/Prioritization
Training / Technology
Sales/Development
Lifecycle focus
Critical thinking methodologies
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