Remote Customer Service Leader with 10+ Years' Experience
Resume:
Daryl Powell ***** Magnolia Ct. Gulfport, MS *****
*.***********@*****.***
LinkedIn: https://www.linkedin.com/in/daryl-powell-7a0268340/
Professional Summary Seasoned Remote Customer Service Agent with over 10 years of experience in delivering superior service and resolving complex customer issues. Proven track record in various support roles, including customer service, roadside assistance, and security management, with a strong focus on customer satisfaction and operational efficiency. Highly skilled in handling customer inquiries, managing relationships and implementing effective solutions that enhance service delivery and drive customer retention.
Key Skills
Customer relations management
Customer service
Conflict resolution
Leadership
Management
Multi-channel communication phone, email, chat)
Problem-solving and troubleshooting
Time management
Familiarity with CRM software (Salesforce and OnBase)
Remote call center experience
VOIP phone experience (Talkdesk, Cisco, Avaya, Genesys)
MS Office and Outlook
CSA360 casino security software
Omnigo casino security software
Report writing
Data entry
Fixed annuities
Dispatch
Teamwork
Mentoring
Military
Surveillance
Professional Experience
Lead Customer Service Agent Valor Global, Phoenix, AZ. (Remote) Nov 2022 – Oct 2024
*Remotely assisted Arizona customers with applying for Medicaid/Medicare, nutrition assistance and cash assistance while delivering superior customer service.
*led a team of 15 employees by answering difficult questions, advising them to utilize all available resources and to research those resources to provide callers with a first-call resolution.
Fixed Annuities Consultant Edward Jones ( Remote) Aug 2022-Nov 2022
*Provided superior customer service.
*Fielded questions about fixed annuity retirement plans.
*Ensured retirement plans were in good order.
*Managed retirement/tax documents.
Roadside Assistance Operator/Dispatcher Dialog Direct, Highland Park, MI. (Remote) Sept 2021 – Aug 2022
*Delivered excellent customer service by managing calls from customers with disabled vehicles. *Dispatched tow trucks to disabled vehicles by utilizing software that would locate the nearest tow companies and relay vehicle and site location to the company.
Security Officer and Dispatcher Hard Rock hotel and casino, Biloxi, MS June 2014 – Aug 2017
*Delivered superior customer service.
*Contributed to a high rate of return customers.
* Ensured a safe environment for customers and employees by implementing vigilant security and protection measures.
*Dispatched security officers and maintained security database records.
* Conducted on-site surveillance of property.
Security Shift Manager Margaritaville casino and restaurant, Biloxi, MS June 2012 – July 2014
*Provided exceptional customer service.
*Oversaw daily shift operations.
*Ensured smooth communication and efficient operations among 15 team members.
*Conflict de-escalation/resolution.
*Wrote and submitted clear and concise security incident reports to the Director of Security.
*Wrote accurate shift reports.
*Submitted officer hours to payroll.
Armor Crewman U.S. Army
*Maintained and operated an M-1 Abrams main battle tank.
*Conducted High-stress CRMcombat operations in Iraq.
05/2002-02/2005
Education High school diploma Del Norte high school Albuquerque, NM 1989
Military awards:
*Army service ribbon
*Armed Forces Reserves medal with M (Mobilization) device
*Global War on Terror service medal
*Global War on Terror expeditionary medal
*Iraq Campaign medal
*National Defense service medal with bronze star (2nd award) device
*Army Commendation medal
*Combat Action badge
*Expert Marksmanship badge (Rifle and grenade)
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