Entry-level Qualitative Researcher

DARREN D. ECHOLS

Mebane, NC ***** 212-***-**** *************@*****.*** linkedin.com/in/darrendechols

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PROFESSIONAL SUMMARY

Results-driven professional with a strong academic foundation and a diverse skill set. Eager to leverage my experience into a full-time professional mid-senior level role, with a proven track record of contributing to impactful projects and fostering exceptional client and member experiences.

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SKILLS

- CRM: Salesforce, Asana, Slack

- Software: SaaS, MAC & PC, MS Office Applications, Google Docs, Zen Desk

- Customer Service: Exceptional written and verbal communication, customer success & retention

- Analytical: Qualitative research, critical thinking, decision-making

- Leadership: Exceptional leadership skills, team mentality, growth mindset

- Management: Management and supervisor skills

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PROFESSIONAL BACKGROUND

PhD Graduate Assistant (08/2021 to 01/2023)

University Of North Carolina Greensboro - ELC Dept – Greensboro, NC

- Conducted qualitative research regarding social justice and diversity and inclusivity issues.

- Completed administrative and research duties as requested by professors.

- Assisted faculty members in drafting materials for academic conferences and publications.

- Researched, coordinated, and prepared course materials for PhD syllabi.

- Synthesized researched information and presented findings to professors. Educator & Education Graduate Student (02/2018 to 06/2020)

(Orlando, Fl; Miami, Fl; Guildford Surrey, UK; Luton Bedfordshire, UK; Greensboro, NC) 2

- Established and communicated clear objectives for lessons, units, and projects.

- Adapted teaching methods to meet the interests and learning styles of students.

- Encouraged students to explore learning opportunities and career paths.

- Tracked and evaluated student academic progress.

- Maintained positive relationships with students, parents, coworkers, and administrators.

- Regularly communicated with parents.

Manager, Member Service (05/2016 to 04/2017)

Thrive Market (eCommerce)– Los Angeles, CA

- Directed floor operations, handling 100+ daily inquiries.

- Managed a team of representatives servicing new and existing customers.

- Coordinated and managed assigned group projects.

- Resolved product or service concerns to improve retention and drive sales.

- Provided updated product knowledge and industry best practices to optimize service delivery.

- Maintained accurate administrative records to promote efficiency and team effectiveness. Manager, Client Service (11/2010 to 04/2016)

MasTypography Studio – Brooklyn, NY

- Supervised day-to-day operations in the customer service department.

- Responded to customer service issues promptly.

- Created effective customer service procedures, policies, and standards.

- Developed customer satisfaction goals and coordinated with the team to meet them consistently.

- Implemented an effective customer loyalty program.

- Maintained accurate records of customer service activities and discussions.

- Assessed service statistics and prepared detailed reports on department findings.

- Hired and trained new customer service agents.

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- Managed the approved budget of the customer service department.

- Stayed informed on the latest industry techniques and methods.

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EDUCATION

Ph.D. Student (No Degree Awarded): Ed. Leadership & Cultural Foundations University of North Carolina Greensboro - Greensboro, NC Master of Arts: Elementary Education

North Carolina Agricultural & Technical State University - Greensboro, NC Bachelor of Arts*: English & Comparative Literature The City College of New York - New York City

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