Darlene Simpson
Indianapolis
Summary
Dynamic customer service professional with over 17 years of experience enhancing customer satisfaction through effective issue resolution and team collaboration. Proven leadership skills and a strong ability to train and develop others ensure a cohesive approach to service excellence. Adept at utilizing strategic communication and empathy to build lasting relationships with customers, resulting in high satisfaction rates and loyalty. Committed to contributing to an established, goal-oriented company by integrating innovative strategies that drive continuous improvement in customer service delivery.
Overview
32
32
years of professional experience
Work History
Customer Service Representative
U-HAUL
INDIANAPOLIS, IN
08.2019 - Current
- Certified to dispense propane. Open and close store, assist customers with truck and storage rentals; verifying customers driver license information and capturing photo for internal database, log and document all pertinent information, taking payments. Educate customers on contract agreements. Check trucks and equipment in upon customer’s return. Hook up trailers to customer or rental vehicles. Assist with inventory and stock as needed. Deposit cash sales to the bank.
- Part-time employment
- Delivered prompt and accurate responses to customer inquiries, enhancing overall satisfaction.
- Resolved customer issues effectively, employing strong problem-solving skills to improve service quality.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers with rental agreements, ensuring compliance with company policies and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Rep
MDWISE
INDIANAPOLIS, IN
03.2008 - 01.2026
- Customer Service Rep with the Indiana Medicaid Care Select Program, promoted to Customer Service Rep with the newly established internal Onboarding program, promoted to Customer Service Specialist, promoted to Customer Service Team Lead, promoted to Customer Service Quality Supervisor, promoted to Customer Service Supervisor with a team of 10-12 staff. Support New Hire training; Assist Team Lead with training curriculum for new employees. Supervise and coach Key staff; includes Payroll; Schedule adherence. Individual performance metrics; call monitoring; 1:1 coaching; Corrective Actions and Performance Improvement Plans. Interview possible candidates for new hire training. Assist with Appeals; State and Legislative IQs timely; including all reporting requirements-includes appropriate and timely State and member follow-up; meet all State requirements. Current CST Team representative for Customer Service, manage internal CST collaborations, assist in collaborating with OMPP, DXC, CST representatives to address Medicaid member’s eligibility needs and resolutions, which includes log and document resolutions in internal system and forward for outreach/MedImpact; manage outreach completion, log and document dates; Research CoreMMIS (eligibility, MCE assignment, term reasons, pay history); Respond to State e-mail/requests of Customer Service issues, log and document resolutions in internal system and forward for outreach/MedImpact. Monitor daily Provider Request for Member Reassignment activities. Aid in Assistance line and handles Escalated calls. Handle face-to-face interactions with members who come to MDwise office with inquiries and works the issue to resolution. Manage intraday schedule adherence, queue monitoring for SLA achievement, issue/call type monitoring for both Inbound and Onboarding/Outbound daily activities. Support Refresher training for tenure Key staff. Monitor and manage after hour voice mails for timely responses.
- Supervised customer service team, ensuring adherence to service standards and protocols.
- Developed training programs for new hires, enhancing onboarding processes and knowledge retention.
- Implemented performance metrics to evaluate team efficiency and identify areas for improvement.
- Resolved escalated customer issues, employing conflict resolution techniques to maintain satisfaction.
- Analyzed customer feedback data, driving initiatives that improved service quality and response times.
- Coordinated cross-departmental collaboration to streamline operations and enhance customer experience.
- Mentored staff on best practices in communication and problem-solving techniques for effective service delivery.
- Led monthly performance reviews, providing constructive feedback to promote professional development within the team.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
- Fostered culture of continuous improvement, encouraging team members to suggest innovative solutions.
- Supervised daily operations of customer service team, ensuring high-quality support and issue resolution.
- Streamlined workflow by introducing efficient ticketing system for customer queries.
Secretary to Assistant Director
STATE OF INDIANA/DEPT. OF NATURAL RESOURCES
INDIANAPOLIS, IN
09.1994 - 09.2007
- Promoted to Environmental Scientist. Assisted the Environmental Engineers with customer’s applications for building permits in a floodplain. Reviewed applications and verified documents received, mapped information, logged and tracked documents throughout the permitting process. Prepped all documents for the Environmental Engineer’s review. Coordinated, scheduled, and facilitated Public Hearings throughout the State of Indiana upon customer’s requests. Assisted with Outreach programs by organizing and facilitating booths at the Indiana State Fair and Indiana Black Expo.
- Coordinated office operations to ensure efficient workflow and timely completion of administrative tasks.
- Managed scheduling and logistics for departmental meetings, enhancing communication among team members.
- Maintained comprehensive filing systems, ensuring easy access to important documents and records.
- Developed standard operating procedures for administrative processes, improving organizational efficiency and consistency.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Maintained electronic filing systems and categorized documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
Education
Associate degree - Business Administration
IVY TECH
Indianapolis, IN09-1995
Skills
- Dependable, adept in creating positive, engaging learning environments, team building/motivational abilities, ability to communicate effectively, apply leadership skills, assertiveness, empathy, and conflict resolution
- Effective listening
- Analytical reasoning
- Detail-oriented data management
- Conflict resolution
- Microsoft Excel
- Microsoft outlook
- Team development
- Microsoft PowerPoint
- Quality control
- Call center management
- Customer service
Timeline
Customer Service Representative
U-HAUL
08.2019 - Current
Customer Service Rep
MDWISE
03.2008 - 01.2026
Secretary to Assistant Director
STATE OF INDIANA/DEPT. OF NATURAL RESOURCES
09.1994 - 09.2007
Associate degree - Business Administration
IVY TECH