Darlene Ross

Results-driven customer service and operations professional with experience in onboarding, claims-related documentation, eligibility determination, negotiations, compliance, and customer support. Skilled in document review, data accuracy, regulatory compliance, conflict resolution, CRM systems, and delivering exceptional customer experiences in fast-paced environments. Recognized for building strong customer relationships, resolving complex issues, and supporting operational excellence.

Onboarding Specialist - Randstad - Phoenix, AZ

(2026-04 - 2026-07)

• Managed end-to-end onboarding for new hires, ensuring all required documentation was complete, accurate, and submitted on schedule.
• Verified I-9 and employment eligibility documentation while maintaining compliance with company policies and federal regulations.
• Guided candidates through onboarding systems, resolved questions, and delivered a positive new-hire experience.
• Partnered with recruiters, HR teams, and hiring managers to coordinate onboarding timelines and reduce processing delays.
• Maintained confidential employee records with a high degree of accuracy and attention to detail.

Customer Care Representative - UPGRADE - Phoenix, AZ

(2025-04 - 2026-02)

• Handled high-volume inbound calls regarding loan applications, account inquiries, and customer concerns.
• Explained required disclosures verbatim and ensured adherence to company and regulatory compliance standards.
• Documented customer interactions accurately within CRM systems and routed complex issues to appropriate departments.
• Resolved customer concerns efficiently while maintaining professionalism, empathy, and a customer-first approach.
• Consistently supported operational goals by maintaining accuracy, timeliness, and strong communication standards.

Negotiation Specialist - JG Wentworth - Phoenix, AZ

(2024-11 - 2025-04)

• Negotiated settlements with creditors on behalf of clients to reduce financial hardship and achieve mutually beneficial outcomes.
• Reviewed financial documentation, documented agreements accurately, and ensured compliance with contractual requirements.
• Built strong relationships with creditors and clients through effective communication, negotiation, and problem-solving skills.

Eligibility Specialist - Department of Economic Security - Phoenix, AZ

(2024-01 - 2024-11)

• Reviewed applications and supporting documentation to determine eligibility for public assistance programs.
• Conducted applicant interviews and analyzed financial information to verify accuracy and compliance with program guidelines.
• Maintained confidentiality while delivering responsive customer service and ensuring timely case processing.

High School Diploma - East High School

Business Administration - Maricopa Community College