Dahnchee Brown
Rex,GA
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
8
8
years of professional experience
Work History
Universal Advisor/ Team Captain
Aston Carter
05.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Acted as positive role model to set tone for the department and enhanced leadership credibility with peers and leaders.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Customer Service Subject Matter Expert
Teleperformance
09.2021 - 05.2023
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed and presented business cases, presentations and reports to senior management.
Assistant Manager
Cheesecake Factory Restaurant
02.2016 - 03.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
Education
Associate of Science - Nursing Practice
Georgia State University
Atlanta, GA05.2018
Skills
- Research Abilities
- Group Facilitation
- Social Perceptiveness
- Customer Relationship Management
- Customer Implementation
- Staff Assignments and Supervision
- Call Monitoring
- Workflow Schedules
Timeline
Universal Advisor/ Team Captain
Aston Carter
05.2023 - Current
Customer Service Subject Matter Expert
Teleperformance
09.2021 - 05.2023
Assistant Manager
Cheesecake Factory Restaurant
02.2016 - 03.2021
Associate of Science - Nursing Practice
Georgia State University