Darla L. Hooks102 Rocky Lane

Henderson, NC 27537(252) 204-8580 (cell)

(252) 425-9130 (alt number)darlalynn83@gmail.com

   O B J E C T I V E  Hard-working and reliable individual seeks a position where my customer service/QA experience can be fully utilized to improve customer satisfaction and to enhance the company brand name. E D U C A T I O N  Northern Vance High School             1997-2001             Henderson, NC*High School Diploma

Vance Granville Community College2009-2011*Medical Office Administration & Computer Office Administration  

Q U A L I F I C A T I O N S  

I am a very diligent and versatile worker that works well with little or no supervision.

Team player and very self-sufficient. Capable of multi-tasking and working well under pressure. Excellent active listener and strong ability to navigate between

computer systems and windows while assisting customers. Very computer and internet savvy with knowledge in the following

programs: Word, Works, Excel, PowerPoint, Avaya, VOIP phones, Citrix, etc.

Completed college courses on all Microsoft Office/Works programs Customer service experience.

Able to type 65+ WPM Multi-line telephone / dialer experience. Dependable with proven ability to produce within a demanding work

schedule. Several years of call center/customer service experience Some experience with Photoshop and Photoshop editing Several years of customer service work from home experience as well

as script reading. 

W O R K     H I S T O R Y  May 2015 – April 2016Acosta Sales & Marketing *Retail Merchandiser

Working for Acosta, I was responsible for placing all signage, setting up displays and making sure that the departments are set to mod by using the stores plan-o-grams. I also made sure that any and all new release products are out and on the floor on the proper release dates and assist the store employees with setting up endcaps, displays, and any other tasks related to promoting the products and ensuring sales.

I also worked with and assisted customers with product sales, assisted whenever they have questions about certain products, or need guidance on where to locate the particular items they are looking for.

June 23, 2013-April 02, 2015Support.com *Networking specialist/Floor Support and CSR for Comcast/Xfinity internet (Work from home position)

While working with Support.com (Comcast/Xfinity internet) I was a technical support agent/Networking specialist. I assisted customers with getting their devices (tv, phones, computers, etc) connected to their wireless networks. I also assisted the customers with all troubleshooting for their wireless routers, gateways, or modems to ensure they have full access to the internet with no problems. I also scheduled service calls to have technicians go to the customer’s home to repair any wiring or to resolve matters that cannot be fixed through phone troubleshooting. After a few short months, I was promoted to Floor Support where I helped fellow agents in need of help with their

calls and even assisted Managers with taking escalated calls from disgruntled customers.

October 21, 2012-June 15, 2013NEW Asurion *Technical Support/Customer Care Specialist for DirecTV (Work from home position)

With NEW Asurion, I worked as a customer service representative in the technical support department troubleshooting for DirecTV. I corrected problems to make sure the customers got their TV and Satellite working properly by walking customers through the necessary steps required. I scheduled and assigned service calls for repairs and I educated callers on their monthly bill, all current charges as well as answered any other questions that the customers may have had.

January 2009 – March 15, 2012      ACS – Affiliated Computer Services/Xerox Henderson, NC *Customer Care Specialist 

October 2011 – March 15, 2013: Processing prescription requests and prior authorizations from Aetna members, Medicare members, Long Term Care facilities, and Physicians. I was also enlisted to help in several office projects.

January 2009-October 2011: Helpdesk CSR and troubleshooter for multiple Medicaid clients from several different states. Assisted patients, pharmacies and long term care facilities process overrides for medications and assisted with getting prior authorizations if needed.

 

October 2001 – June 2006  Revlon Consumer Products Inc.  Oxford, NC*Self Auditor/QA Technician/Supervisor Assistant

Ensured the quality of thousands of products on a daily basis. Assisted machine operators and assemblers on the lines whenever

necessary. Tested the current product that was being filled/packaged to ensure

that quality was up to code/standard. Maintained a “head-count” and attendance in a department of

approximately 100 people. Assisted the time keeper with approving all overtime. Distributed payroll checks, weekly. Typed business letters, memos, and other documents requested by the

department supervisor on a daily basis

Use of Data Entry skills as well as Microsoft Excel program on a daily basis.

Assisted the department manager, department supervisor and team leader with any and all paperwork.    

 

September 1999 – October 2001  Gerber Photographic, Inc.   Henderson, NC*Sales Associate & Customer Service associate Assisted in the sales of film, film processing, framing, etc.

Worked as a cashier on a daily basis maintaining a balanced register at all times.

Assisted with the packaging, filing, and delivery of products. Answered incoming calls using a multi-line system. Made collections calls when necessary to businesses and individuals. Served as a Customer Service Associate for 2 years

REFERENCES:

Chase SilverTeam Lead, ACS/Xerox252-425-9130

Sammy HenleyACS/Revlon919-368-5809

Heather HarrisTeam Lead/QA, ACS/Xerox252-438-2352

Daniel PinitSupervisor, Revlon252-915-0044

Kelly Lewis919-753-6515

Casey RamseyHenderson, NCFormer co-worker at ACS/Xerox