Darian J. L. Email & Phone Number

Cupertino, California, United States

Supports all Apple products and devices as the escalated point of contact for complex issues. Listens to customer's escalated issues and uses technical support expertise to create resolutions to meet customer’s needs. Leads team members, provides feedback to develop the skills and abilities of team members while managing multiple computer applications monitoring performance metrics.

Rochester Hills, Michigan, United States

Marketing and Advertising Agency

Ann Arbor, Michigan, United States

Facilitated communications between patients, public, payers, referring physicians and other health care providers seeking access to UMHS clinical and/or administrative personnel or services. Provided information, service and support to referring physicians, consumers, U of M staff and faculty, and other healthcare professionals. Coordinated the scheduling of patient and physician appointments and referrals. Communicated/collaborated with internal and external customers to ensure an integrated approach to service. Utilized superior telephone technique, customer service etiquette, and customer recovery skills to meet the individual needs of customers. Proactively served as a liaison between customers and internal U of M personnel to ensure adequate responses and customer/patient satisfaction.Covered 7 service areas in the Call Center/Contact Center. Conducted a screening process to evaluate site specific criteria and assess medical preparatory instructions. Collected accurate and complete data for documentation of all customer interactions. Maintained up to date and detailed scheduling requirements for all divisions of Radiology supported by the Call Center. Met and exceeded performance quality standards established through Quality Monitoring Programs. Performed all other office duties related to the scheduling process. Utilized a paging system to contact appropriate staff as required. Completed multiple tasks independently. Identified and tracked reoccurring operational problems and participates in resolution. Maintained security of all databases and confidential personnel and patient information.

Southfield, Michigan, United States

Contacted consumers who were behind on their auto loan payments while remaining compliant with policies, processes and legal guidelines. Negotiated and discussed sensitive financial issues, and sold solutions to consumers. Collected funds and persuaded consumers to pay using a call model to bring and keep their accounts current. Handled consumer phone calls on and off the dialer, and supported additional consumer service requests. Ensured all contact information was updated and maintained. Located new contact information for consumers that haven’t been able to be contacted through conventional means, and called them manually. Mentored and assisted team members, handled escalated phone calls, and handled issues on problem accounts. Provided feedback to team members to help contribute to their performance.

Centerline, Mi

Contacted consumers who were behind on their auto loan payments while remaining compliant with policies, processes and legal guidelines. Negotiated and discussed sensitive financial issues, and sold solutions to consumers. Collected funds and persuaded consumers to pay using a call model to bring and keep their accounts current. Handled consumer phone calls on and off the dialer, and supported additional consumer service requests. Ensured all contact information was updated and maintained. Located new contact information for consumers that haven’t been able to be contacted through conventional means, and called them manually. Mentored and assisted team members, handled escalated phone calls, and handled issues on problem accounts. Provided feedback to team members to help contribute to their performance.

Livonia, Michigan, United States

Was responsible for merchandising displays, unit and pricing accuracy, and the management and development of associates in a variety of areas and departments within Kmart and Sears stores. Handled all Front End Check-Out duties daily. Handled all cash, checks, and processed credit transactions. I was responsible for making drawers, cash deposits and drops. Persuaded customers to apply for Sears credit cards daily. I had the best sales quotas for their card in the region for over 8 straight months. Managed all departments including Apparel, Home Fashions, Jewelry, Cosmetics, Consumables, Electronic, Sporting Goods, Automotive, Hardware, and Lawn and Garden.

Apple Certified Support Professional

Web & Graphic Design