Customer Service Home Office
Resume:
DARLENE SIMMONS
Roanoke Rapids *7870
(C) 252-***-****
****************@*****.***
Professional Summary
Experienced in Customer Service and Administrative duties such as managing data in spreadsheets and developing various business reports with strong communication. Supervised other staff, Performed clerical duties such as answering phones and preparation of documents. Proven ability to work effectively with diverse personalities in a tactful, decisive, and resourceful manner.. Technically-savvy with outstanding building, training, and presentation skills for customers. Work History
IMI Calibration Technician 09/2018 to 9/2024
PCB Piezotronics, Halifax, NC
• Interpreted schematics to advance military and commercial materials.
• Improved effectiveness of tests by ensuring equipment availability, modifying hardware/fixtures and problem-solving systems and processes.HK
• Increased production by eliminating defects, recognizing non-conformances, prioritizing tasks and reading computers/test data accurately.
• Worked cross functionally (with assembly, engineers and management) across the organization to achieve on-time release goals of 90% or greater through pre-calibration and final calibration operations.
• Applied technical expertise in the evaluation, development, maintenance and use of products, devices, tests, and procedures.
Customer Service Care Agent 9/2017 - 12/2017
Convergys(Seasonal) Cincinnati, OH
• Performed Administrative duties such as managing reports and keeping records.
• In home office greeted customers in a courteous, friendly, and professional manner using agreed upon procedures.
• Processed orders, returned merchandise returns, & refunds
• Answered customer requests or inquiries concerning services, products, orders, programs, and reported problem areas
• Listened attentively to customer needs and concerns; demonstrated empathy while maximizing opportunity to build rapport with the customer.
• Maintained basic knowledge of client products and/or services and placed orders.
• Responded to customer inquiries, which sometimes included referring them to published materials, secondary sources or more staff that were senior. Customer Service Care Agent 06/2015 to 12/2016
StatesideBPO Fort Meyers, FL
• Client relationship management skills to maintain professional communication with customers and maintain a high level of customer satisfaction.
• In home office answered incoming calls from customers to address customer concerns and objections thoroughly and politely and obtain a customer commitment.
• Inquired and listened for cues to additional customer requirements and used judgement in negotiating customer effecting issues (due date, credit requirements, credit issuance, etc).
• Made customized recommendations and explained how company services will benefit the customer.
• Set up and explained new membership contracts.
• Interviewed clients for pertinent information and documented on accounts. Performed troubleshooting with orders not processed, upgraded accounts.
Tax Preparer 01/2014 to 04/2017
Edmonds Income Tax Services, Inc Roanoke Rapids, NC
• Interviewed clients to collect information, gathered necessary paperwork and documented on accounts when needed.
• Prepared tax returns according to government guidelines.
• Maintained complete records of client tax returns and supporting documentation.
• Completed and filed returns with tax departments at the local, state and federal level.
• Correlated copies of required forms from client files: placed copies in appropriate area for processing.
• Performed clerical tasks to maintain team efficiency and support customer needs.
• Filed various documents and maintained databases; created filing systems
• Updated Spreadsheets and other data entry tasks. Assistant/Secretary 12/2012 to 05/2015
DS TRUCKING Littleton, NC
• Completed tasks and duties for office staff, kept records, and help to maintain budget plan.
• Budgeting, bookkeeping and planning skills and knowledge of associated computer software
• In home office prepared packets and scanned, and then forwarded to the appropriate department for payment.
• Operated computer and office equipment and performed clerical tasks pertinent to establishment.
• Prepared and recorded invoices and vendor bills, calculated Quarterly Fuel Taxes & Miles Taxes.
• Collected and arranged information and entered details into excel spreadsheet for CPA for taxes.
• Set up and updated customer accounts with interactions, payments and personal information. Roadside Customer Service Agent (Call Center) 08/2011 to 11/2012 AAA Motor Club Roanoke Rapids, NC
• Answered and accurately received, recorded and responded to members' requests regarding Roadside Assistance.
• Listened and probed for additional information as necessary then made sound decisions concerning the prioritization of service.
• Assisted members, utilizing AAA maps and/or a PC based map program, to determine their breakdown location or tow destination.
• Identified situations that required special handling and coordinated with the Trusted Friend Help Desk and the Dispatch unit.
Office Assistant 04/2005 to 02/2006
North Carolina Rocky Mount, NC
• Handled technical issues in their area of expertise.
• Carried out clerical duties, including answering phone calls and prepared documents.
• Provided taxpayers with answers to general tax questions or specific account questions.
• Operated computer and office equipment and performed clerical tasks pertinent to establishment.
• Answered and managed incoming and outgoing calls while recording accurate messages. Supply Chain Expeditor 2006-2007
Parx Group, Inc, Honeywell Aerospace Rocky Mount, NC
• Ensured on-time supplies deliveries by maintaining constant contact with suppliers and drivers.
• Utilized lead-time reduction technique to provide accurate delivery data for 275 assigned parts.
• Created long-term forecasts to prepare for future demands and to identify capacity constraints.
Education
Professional Diploma: Medical Office Administration Halifax Community College Weldon, NC
2011
Bachelor of Science Degree: Computer and Information Science 1988 Elizabeth City State University Elizabeth City, NC
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