Summary
Work History
Education
Skills
Timeline
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Darsheena Lake

Bolivar

Summary

Dynamic Customer Support Professional with extensive expertise in CRM navigation and call center operations. Proven problem-solving abilities enhance customer satisfaction through effective communication and technical support. Consistently exceed performance goals while training new representatives and efficiently resolving complex inquiries.

Work History

Call Center Representative

InfoCision
2022 - 2025
  • Resolved customer inquiries efficiently through various communication channels.
  • Assisted in training new representatives on company protocols and systems.
  • Handled escalated issues to ensure customer satisfaction and retention.
  • Maintained accurate records of customer interactions and feedback for quality assurance.
  • Provided detailed product information, facilitating informed purchasing decisions for customers.
  • Implemented best practices to enhance overall customer experience consistently.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Customer Support Specialist

Remote Year
2023 - 2024
  • Resolved customer inquiries through multiple channels, enhancing satisfaction and retention.
  • Provided customer support and program coordination for a global remote work travel platform.
  • Assisted international clients via email, live chat, and video calls.
  • Helped improve remote onboarding processes and troubleshooting.

Customer Service Representative

Walgreens
2022 - 2024
  • Successfully managed tasks independently in a remote, fast -paced environment while meeting or exceeding performance expectations.
  • Logged detailed and accurate customer interactions notes in Walgreens' internal systems and CRM tools.
  • Handled high call volumes while maintaining performance goals for call quality, average handle time, and customer satisfaction.
  • Assisted customers with account access, passwords resets, profile updates, and reward points troubleshooting.

Technical Support Agent

Iyogi
2017 - 2019
  • Managed high call volume efficiently, addressing customer concerns promptly and professionally.
  • Delivered home-office tech support to clients across the U.S.
  • Exceeded quality standards in call resolution and customer satisfaction.


Cashier

McDonald's Restaurant
2014 - 2016
  • Enhanced transaction processing efficiency using point-of-sale systems.
  • Ensured accurate cash register operations and balanced drawers at shift end.
  • Resolved customer inquiries and complaints, delivering exceptional service consistently.
  • Trained new cashiers on operational procedures and effective customer engagement techniques.

Education

High School Diploma -

Bolivar Central High School
Bolivar, TN
05-2014

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Inbound phone calls
  • Customer service
  • Call center operations
  • Customer communications
  • Call control
  • Technical support
  • CRM navigation
  • Microsoft office
  • MS office

Timeline

Call Center Representative

InfoCision
2022 - 2025

Customer Support Specialist

Remote Year
2023 - 2024

Customer Service Representative

Walgreens
2022 - 2024

Technical Support Agent

Iyogi
2017 - 2019

Cashier

McDonald's Restaurant
2014 - 2016

High School Diploma -

Bolivar Central High School

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Darsheena Lake