Darian Richardson

Darian Richardson Trinidad |- |- Summary Customer retention and relationship specialist with experience in banking as well as virtual assistant and admin across 3 companies. Efficient and proficient with altogether 6 years customer service experience, admin experience and sales experience. Multidisciplinary professional practicing outstanding techniques for multitasking and organization to increase productivity and quality maintenance for stellar support in administration and customer service. Skills Inbound and outbound calling and emailing Salesforce CRM Customer Retention Technologically savvy Customer Relations Call center experience Microsoft Office expertise Agorapulse Social Media Management Data evaluation Appointment Scheduling Customer service Quality Control Clerical support Experience CUSTOMER RELATIONSHIP/ RETENTION SPECIALIST | 11/2020 - Current Achieve Test Prep - New York, NY Gave concierge level service to customers and handled retention calls to save accounts. Executed outbound calls each week to existing customers, resulting in increase in sales. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Craft responses for Better Business Bureau customer complaints and negotiate retraction. Managed social media replies to company adds using Agorapulse Social Media Management Software. Provided excellent services for customers by following up on issues. Documented conversations with customers to track requests, problems and solutions. Answered inbound calls everyday day and directed to designated individuals or departments. Cross-trained on Academic Advising and Account Services roles in order to provide skilled back-up for customerfacing teams. Provided detailed monthly departmental reports and updates to senior management. Created and implemented process improvements to reduce workloads and bolster callback efficiency. Processed customer account database and applied updates using Salesforce CRM. Company Standard of Procedure Revision and procedure creation. CUSTOMER SERVICE REPRESENTATIVE | 03/2019 - 06/2020 First Citizens Bank Ltd Marketing ongoing promotions and deals on loans, credit cards to customers and prepaid mastercard application processing and document verification. Verifying customer documentation with customers to meet account requirement standards. Account maintenance and reactivation as well as safety deposit box card info maintenance with customers. Customer info updating on internal system for appropriate marketing purposes. Opening and Closing of personal and or business accounts with customers and customer signature placement on the system. Speaking to customers for banking information data for wire transfers, customer queries and problem solving. Organizing and providing bank statements for customer use across various financial institutions. Making manager's checks for large cash values and foreign currency bank drafts according to customer given parameters. Investigating and follow ups on Linx Disputes for ATM cash transaction discrepancies. Talking with the customers to find out what are their needs and giving them the best channels and products to accomplish it. OFFICE ASSISTANT | 08/2018 - 12/2018 First Citizens Corporate and Investment Banking Unit Handling incoming calls and other communications, aiding with greeting clients and visitor reception as needed. Managing Filing system, updating paperwork, maintaining documents and word processing. Helping organize and maintain office common areas, office equipment and supply inventory as needed. Creating, maintaining, and entering information into databases. Delivering time sensitive documents directly to company CEO's and managers and delivering server data backup tapes to ICT department. VIRTUAL ASSISTANT | 02/2015 - 01/2018 Straticel Technologies - New York, NY Responding to emails and phone calls and managing a contact list for follow ups and confirmations. Creating presentations as assigned and preparing customer spreadsheets, keeping online records. Organize calendars for meetings and events with important clients also travel and accommodation booking. Provide customer service as first point of contact and address employee administrative queries and problem solving. Market Research for sales and advertising strategies. Education and Training University Of The West Indies N1 Math And Physics School Of Business And Computer Science - BBA Business Administration And Strategic Planning Certifications First Aid/CPR