Danisha Crummie
Summary
Customer Service Professional with 9+ years of experience delivering empathetic, solution-focused support across phone, chat, email, and SMS. Skilled in resolving escalations, troubleshooting account issues, documenting interactions in CRM systems, and guiding customers through clear next steps. Strong communicator with a background in remote call center environments, quality assurance, and service recovery. Known for patience, professionalism, and helping customers feel heard and supported. Authorized to work in the US for any employer.
Overview
11
11
years of professional experience
Work History
Remote Sales Professional - Call Center
TruGreen-Virtual
01.2021 - 11.2025
- Resolved customer and internal inquiries, service concerns, billing questions, and account issues with empathy and clarity.
- Handled escalated calls, provided service recovery, and guided customers through solutions to improve satisfaction.
- Documented all interactions in Microsoft Dynamics 365, FreshDesk, Workday, and NICE InContact to ensure accurate records.
- Troubleshot system access and account issues for customers and internal users, reducing delays and repeat contacts.
- Explained services, seasonal treatments, and plan options using consultative communication to support retention.
- Maintained compliance with call flow, quality standards, and audit-ready documentation.
- Adapted quickly to changing priorities in a fast-paced remote environment while maintaining high service quality.
Customer Experience Specialist
Trugreen-Marietta
06.2016 - 01.2021
- Supported internal and external customers across phone, chat, email, and SMS, adjusting tone and approach by channel.
- Resolved service issues, scheduled appointments, processed adjustments, and ensured smooth handoffs between teams.
- Improved customer satisfaction and first-contact resolution by analyzing call quality and applying targeted solutions.
- Assisted with collections inquiries, payment arrangements, and dispute resolution while maintaining compliance.
- Trained and supported new hires, helping them understand systems, call flows, and customer service best practices.
Inbound/Outbound Sales Representative
Trugreen-Marietta
05.2015 - 06.2016
- Handled inbound and outbound calls, providing clear explanations of services, promotions, and treatment plans.
- Built rapport through active listening and empathy, strengthening customer trust and loyalty.
- Used consultative communication and objection handling to guide customers toward informed decisions.
- Maintained accurate records of interactions, follow-ups, and service outcomes in CRM systems.
Education
High School diploma -
Upper secondary education
Skills
- Customer Support & Inquiry Handling
- Call De‑escalation & Service Recovery
- Multichannel Communication (Phone, Chat, Email, SMS)
- CRM Systems: Microsoft Dynamics 365, FreshDesk, Workday, SalesExec
- Technical Troubleshooting
- Escalation Resolution
- Data Entry & Documentation
- Problem‑Solving & Critical Thinking
- Quality Assurance & Call Audits
- Remote Work Proficiency
- Time Management & Accuracy
- Written communication
- Salesexec
- Customer support
- Consultative Sales & Objection Handling
- Microsoft Office Suite (Word, Excel, Outlook)
- Remote Team Leadership
- Verizon InContact (CXone)
- Cross-functional collaboration
- Problem-solving
- Data analysis skills
- Technical Proficiency
- Escalation Management
- CRM Systems (FreshDesk, Workday, PowerBI)
- Customer inquiry handling
- Quality assurance audits
- KPI Analysis & Performance Coaching
- Attention to detail
- Computer operation
- Workday
- Employee Development & Mentorship
- Call center experience
- Microsoft Dynamics 365
- Client services
- Performance feedback (performance evaluation method)
Additional Information
Professional Reference available upon request.
Timeline
Remote Sales Professional - Call Center
TruGreen-Virtual
01.2021 - 11.2025
Customer Experience Specialist
Trugreen-Marietta
06.2016 - 01.2021
Inbound/Outbound Sales Representative
Trugreen-Marietta
05.2015 - 06.2016
High School diploma -
Upper secondary education