Darnisca Porter
Jonesboro,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing customer experiences by providing service-oriented behaviors, understanding customer desires, and supplying customized solutions to build loyalty.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician
Centria Autism Services
College Park, GA
05.2025 - Current
- Conducted data collection and analysis to monitor client progress and inform behavioral interventions.
- Ensured compliance with organizational policies and state regulations during service delivery.
- Keep clients in HRE(Happy, Relaxed,Engaged) as outlined with Centria's Policy.
- Learned specialized behavior approaches to implement behavioral strategies.
- Used CareConnect to document patient information, progress notes, and session notes.
- Engaged with children during play based activities, promoting positive behaviors and social interactions.
- Work with prompting and fading to encourage positive behaviors and to use in everyday life.
- Teaching clients the usage of Picture Exchange Communication (PECS) to improve thier communication.
Security Supervisor
Allied Universal Security Services
Atlanta, GA
05.2023 - Current
- Supervised security team to ensure safety protocols and compliance with regulations.
- Coordinated emergency response procedures during incidents, enhancing overall guest safety.
- Conducted regular patrols and inspections to identify potential safety hazards on property.
- Developed and implemented training programs for new security personnel, improving team performance.
- Monitored and enforced security protocols to protect assets at Home Depot warehouse and trucking docks.
- Supervised team of 7+ security personnel during shift.
Remote Call Center Representative
Randstad Temp/ Permanent Chico's
Winder, Ga
06.2022 - 01.2023
- Responsible for helping customers by providing product and service information and resolving technical issues.
- Sign existing and new customers up for reward programs.
- Make sales and up sales to reach goal of three or more products sold per call.
- Email customers and resolve issues given in email.
- Assisted with returns with customer or an in-store sales associate.
- Recognize, document, and alert supervisor of escalated customer calls.
- Follow-up on customer inquiries not immediately resolved.
- Assisted with placing orders, using credit or debit card.
- Advised customer of in stock items across the United States and had items shipped to customers.
- Notified customers of updated policies on returns or refunds.
- Managed high-volume inbound calls, resolving customer inquiries effectively.
Scheduling Agent (Intake Specialist Lead)
Georgia Behavioral Health Professionals
Stockbridge, GA
09.2018 - 11.2021
- Handled phone communications and provided timely responses to consumer requests to enhance customer service.
- Coordinated appointment scheduling for new patients by managing inbound calls, voicemails, and online submissions.
- Delivered comprehensive scheduling and service details to enhance patient experience.
- Administered fees for initial improper cancellations to ensure compliance with updated scheduling procedures.
- Developed and maintained effective communication channels to strengthen internal and external customer relationships.
- Executed additional responsibilities as assigned, including training new team members and supporting various projects.
- Utilized advanced MD EHR software to identify and resolve patient issues effectively.
- Monitored documents and identified trends, promptly alerting supervisor of significant customer calls.
- Facilitated resolution of customer inquiries by conducting timely follow-ups.
- Coordinated patient call transfers to ensure timely communication with appropriate staff in-house and at seventeen additional locations.
- Achieved weekly targets by scheduling over 75 new appointments across 14 locations.
Scheduling Coordinator
Georgia Pacific
Atlanta, GA
08.2017 - 09.2018
- Schedule and confirm delivery appointments between carriers and customers.
- Make outbound calls to Costco and Sam's Clubs Buyers to schedule appointments that help them maintain their expected inventory levels and supply chain management goals.
- Take inbound calls from Costco and Sam's Club personnel to address and resolve customer service issues and concerns.
- Build and maintain internal and external customer relationships through effective communication.
- Eliminate waste by assisting with process improvements.
- Performs other duties and tasks as assigned such as training new members and assisting on other projects.
Call Center Representative
Hire Dynamics
Atlanta, GA
08.2016 - 01.2017
- Addressed and resolved healthcare concerns for the customers of Chime Solutions Clients.
- Analyzed customer accounts to determine the needs and requirements of customers' healthcare plans.
- Used soft skills such as active listening and empathy to help customers make the best decisions for their needs.
- Engaged in conversation with customers to obtain information to help them better manage their accounts.
- Assisted with the training of peers when necessary.
- Resolved all inquiries and made decisions with little to no supervision.
- Consistently maintained an average 90% QA Score month to month.
- Maintained a performance level that exceeded expectations and ranked among the top 10% of my work group.
Call Center Representative
Alorica Inc
Atlanta, GA
10.2013 - 07.2015
- Addressed and resolved customer inquiries for Verizon Wireless customers.
- Managed 100+ calls daily regarding customer accounts.
- Used active listening to understand customer needs to ensure positive customer experience.
- Made decisions to modify accounts upon request and communicated charges and/or credits that may occur.
- Achieved one call resolution for customer complaints without supervision.
Security Supervisor
Hilton Atlanta Airport Hotel
Atlanta, GA
07.2007 - 01.2010
- Supervised security team and implemented measures to protect the safety of guests and employees.
- Oversaw and guided teams of 5-15 employees during operational shifts.
- Directed and managed comprehensive training programs for over 15 new employees to elevate workforce capabilities.
- Utilized over five communication channels to engage with guests, employees, and management.
- Documented incident reports and summaries for management review with meticulous attention to detail.
- Maintained accurate and secure records of guest and employee information to ensure operational efficiency during shifts.
- Managed security personnel to implement safety measures and uphold compliance with industry regulations.
Security Officer
Philips Arena
Atlanta, GA
05.2000 - 04.2007
- Ensured security and safety protocols for Atlanta Hawks and Thrashers team administration and arena patrons.
- Executed dispatch responsibilities in security control center, facilitating timely coordination of security measures.
- Tracked and recorded detailed logs of activities throughout the building to support effective management and oversight.
- Oversaw management of CCTV video and recording systems for arena operations.
- Conducted regular observations of fire elevator and door alarms to enhance emergency preparedness and response.
- Collaborated with law enforcement during events for enhanced crowd management.
- Conducted regular patrols to identify and address potential security risks.
Education
Associate of Applied Science - Paralegal Studies
Brown Mackie College
Atlanta, GA06-2009
Skills
- Applied behavior analysis expertise in CareConnect
- Compliance with HIPAA standards
- Coordinated scheduling expertise
- Telecommunications support expertise
- Proficient in computer applications
- Engaged listening
- Detail-oriented data entry
Certification
- RBT - Registered Behavior Technician
- AHA First Aid & CPR Certification
Timeline
Registered Behavior Technician
Centria Autism Services
05.2025 - Current
Security Supervisor
Allied Universal Security Services
05.2023 - Current
Remote Call Center Representative
Randstad Temp/ Permanent Chico's
06.2022 - 01.2023
Scheduling Agent (Intake Specialist Lead)
Georgia Behavioral Health Professionals
09.2018 - 11.2021
Scheduling Coordinator
Georgia Pacific
08.2017 - 09.2018
Call Center Representative
Hire Dynamics
08.2016 - 01.2017
Call Center Representative
Alorica Inc
10.2013 - 07.2015
Security Supervisor
Hilton Atlanta Airport Hotel
07.2007 - 01.2010
Security Officer
Philips Arena
05.2000 - 04.2007
Associate of Applied Science - Paralegal Studies
Brown Mackie College