Dalana Herrera
Fort Myers,FL
Summary
Dynamic professional with a proven track record at Triton Heating & Air, renowned for elevating customer satisfaction and optimizing operational efficiency. Expertise in maintaining high cleanliness standards and fostering collaborative communication has driven repeat business, while enhancing overall team performance. Recognized for exceptional service delivery and skillful management of complex customer interactions.
Overview
16
16
years of professional experience
Work History
Kennel Worker
Browers Boarding & Grooming
North Fort Myers, FL
11.2021 - 01.2024
- Evaluated pet records from daily visits and appointments systematically.
- Ensured adherence to cleaning schedules consistently.
- Observed and responded to potential hazards to keep dogs secure.
- Cleaned living areas to provide healthy environment for boarded animals.
- Refilled shampoo bottles, sanitized clippers, combs, and brushes, and placed clean towels at each station following shift completion.
- Greeted customers and provided information about services offered by the kennel.
- Verified tags to minimize errors in care.
- Ensured high-quality care by adhering to all instructions and restrictions.
- Kept work area clean and organized at all times according to company standards.
- Played with dogs and cats to maintain socialization and reduce stress.
- Administered medications as directed by veterinarians.
- Walked dogs while enforcing good behavior and manners.
- Followed precise feeding instructions and schedules for animals under care.
- Trained new staff members on proper animal handling techniques.
- Delivered excellent service to pet owners to drive repeat business.
- Recognized by management for providing exceptional customer service.
Customer Service Representative
Triton Heating & Air
Fort Myers, FL
08.2017 - 11.2019
- Built rapport with customers through positive and supportive dialogue.
- Addressed billing complaints and provided adjustments.
- Updated system records with order specifics.
- Delivered tailored support to enhance customer satisfaction.
- Performed routine follow-up communication with customers post-issue resolution.
- Provided frontline service interactions via phone and electronic communication.
- Partnered with sales team to maintain up-to-date inventory levels.
- Processed customer orders efficiently.
- Oversaw employee interactions to ensure effective communication.
- Found opportunities to enhance sales through customer-centric approaches.
- Excelled in exceeding daily credit card application goals.
- Collected deposits or payments and arranged for billing.
- Resolved customer complaints promptly and efficiently.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Oversaw warranty counseling process to manage expense controls.
- Completed day-to-day duties accurately and efficiently.
Deckhand
Trico Shrimp & Seafood, Co.
Fort Myers Beach, FL
07.2008 - 02.2017
- Reduced food wastage on long journeys by safely storing items.
- Observed maritime routes to ensure clear passage.
- Conducted consistent checks on navigation lights to verify functionality.
- Performed docking tasks directed by captain.
- Maintained comprehensive records for all equipment.
- Maintained cleanliness of safety equipment and machinery.
- Inspected fishing gear for readiness before use.
- Deployed technology to pinpoint prime fishing locations.
- Operated winches to haul in catch.
- Performed routine cleaning tasks each day.
- Navigated vessels on pre-determined paths to ensure guest arrival at locations.
- Graded caught seafood for market readiness.
- Managed inter-vessel communication to ensure coordinated activities.
- Aided in the deployment and collection of fishing gear.
- Diligently assessed maritime conditions for safe passage.
Education
Medical Assistant Certification - Medical Assisting
Fortis Institute
Nashville, TN01-2014
Skills
- Customer Complaint Management
- Client Support
- Scheduling Efficiency
- Effective Problem Analysis
- Proficient in POS Systems
- Email Communication
- Polished Phone Etiquette
- Detail-Oriented Data Input
- Informed Decision-Making
- Positive Energy
- Collaborative Partnership Building
- Script Following Accuracy
- Effective Communication via Phone
- Professional Demeanor
Timeline
Kennel Worker
Browers Boarding & Grooming
11.2021 - 01.2024
Customer Service Representative
Triton Heating & Air
08.2017 - 11.2019
Deckhand
Trico Shrimp & Seafood, Co.
07.2008 - 02.2017
Medical Assistant Certification - Medical Assisting
Fortis Institute
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