Andrea Dejarnett
4596 Antelope Lane, Charlotte,United States
Summary
Proven leader in enhancing operational efficiency and customer satisfaction at Penn Interactive, adept in CRM software and excellent communication. Leveraged expertise in Salesforce and de-escalation techniques to elevate service standards, achieving significant improvements in team collaboration and client engagement.
Overview
8
8
years of professional experience
Work History
Retail Customer Service Specialist
Penn Interactive
, Remote
01.2024 - Current
- Coordinates team communication and collaboration using Google Meet, Teams, Slack.
- Leverages strong verbal and written communication skills to connect with diverse groups.
- Implements data-driven strategies to enhance customer service.
- Ensures knowledge retention among junior agents through comprehensive training.
- Empowered employees through practical tools and resources.
- Cultivate an environment focused on continuous development.
- Applies strong analytical and problem-solving skills, approaching challenges strategically and utilizing attention to detail to improve processes and outcomes.
- Proficient in Zendesk, Salesforce, Google Drive, and Microsoft Office Suite, expertly managing customer inquiries through multiple channels, including chat, inbound/outbound calls, and email.
- Displays professionalism and composure during stressful situations.
- Maintains the highest standards of integrity and commitment to guest satisfaction.
- Driven by a passion for excellence, dedicated to delivering exceptional customer support, resolving inquiries promptly, and ensuring a seamless service experience.
Office Manager
Bonnie Cone Classical Academy
Huntersville, United States
07.2022 - 11.2023
- Enhanced daily functions, resulting in improved satisfaction among students and staff.
- Oversee student applications, registrations, and onboarding.
- Developed and executed efficient organizational systems.
- Coordinated hiring processes, including conducting interviews, preparing hiring paperwork, and ensuring a smooth onboarding experience for new employees.
- Coordinated events, meetings, and activities with meticulous planning.
- Ensured data accuracy, organization, and compliance with internal policies and external regulations.
- Maintained adequate stock levels to support smooth operations.
- Overhauled document management processes for secure filing and storage.
- Created a secure atmosphere through dedicated enforcement of safety standards.
- Optimized operational workflows by implementing strategic scheduling and resource allocation.
Office Manager/ Enrollment Specialist/ School Secretary
United Community School
08.2016 - 07.2022
- Boosted staff and student satisfaction through efficient office management.
- Spearheaded the full enrollment process, overseeing applications and registrations.
- Designed and implemented efficient organizational systems, optimizing workflows and boosting productivity through improved processes and task management.
- Coordinated hiring processes, including conducting interviews, preparing hiring paperwork, and ensuring a smooth onboarding experience for new employees.
- Scheduled and coordinated events, meetings, and activities, ensuring proper planning and seamless execution while managing all logistics.
- Ensured accuracy and organization of files and records.
- Ensured all necessary resources were readily available.
- Oversaw proper filing, storage, and access of sensitive materials.
- Prioritized creating a safe setting by adhering to stringent protocols.
- Ensured smooth office operations through refined process management.
Education
Early Childhood Education -
East Valley Institute of Technology
Phoenix, AZHospitality and Tourism -
East Valley Institute of Technology
Phoenix, AZSkills
- Keyboarding
- Typing
- Notes
- Canva
- Nexonia Expense Report
- ADP Payroll System
- Edgtrak Software
- Powerschool
- Excel
- Word
- Spreadsheets
- Slides
- Google Suite Drive
- Microsoft Office
- Ident-a-kid
- Lotterease system
- Sred
- Zendesk
- Salesforce
- CCAIP
- Agilysys
- Complaint resolution
- Call center experience
- Excellent written and oral communication
- Good communication skills
- Schedule mastery
- De-escalation techniques
- Telephone etiquette
- Senior leadership support
- CRM software
References
References available upon request.
Timeline
Retail Customer Service Specialist
Penn Interactive
01.2024 - Current
Office Manager
Bonnie Cone Classical Academy
07.2022 - 11.2023
Office Manager/ Enrollment Specialist/ School Secretary
United Community School
08.2016 - 07.2022
Early Childhood Education -
East Valley Institute of Technology
Hospitality and Tourism -
East Valley Institute of Technology
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