Dalana Thomas
Long Beach,CA
Summary
Hardworking, resourceful, and compassionate professional adept at building client rapport and assessing needs to provide appropriate resources. Motivated to learn, grow and excel in a successful and established company.
Overview
16
16
years of professional experience
Work History
Associate Client Support Consultant
ADP
11.2021 - Current
- Interacted with team members across departments to research and resolve customer issues.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Resolved payroll discrepancies quickly and successfully.
- Provided customer service to clients regarding payroll inquiries and issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
Support Specialist
Janus et Cie
03.2018 - 10.2020
- Consulted with clients via telephone to assess and determine needs
- Partnered with sales specialists to achieve growth and retain clients
- Managed over 50 customer calls per day
- Handled scheduling of client meetings and deliveries
- Entered customer interaction details into system to track requests, document problems and record solutions offered
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Improved customer retention with empathetic and efficient handling of support cases.
- Contributed to development of customer feedback system to better understand user needs and expectations.
- Improved customer satisfaction by addressing and resolving issues swiftly and efficiently.
Jr Product Manager/Support Specialist
Bravo Sports
11.2010 - 06.2017
- Conducted market research and analysis to determine market trends
- Managed 5 Amazon online seller accounts to ensure customer satisfaction
- Worked with overseas team to establish pricing with factories
- Developed and implemented strategies to ensure accuracy of product specifications and samples
- Implemented strategies to retain accounts and generate revenue
- Worked closely with product development to create and maintain marketing materials for presentations and client meetings
- Evaluated consumer preferences and behaviors, combined with market trends and historical data, to adjust and enhance campaigns
- Analyzed consumer and financial data to develop strategic insights and make clear and compelling recommendations for overall business growth.
Independent Health & Beauty Consultant
Ardyss
12.2008 - 11.2010
- Expanded network by attending events, identifying and pursuing leads and establishing rapport with new clients
- Demonstrated products at customer locations, answered questions and redirected objections to close deals
- Reviewed customer information to suggest best products for specific needs
- Used excellent listening and problem-solving skills to work with customers and quickly resolve concerns
- Established and maintained positive relationships with customers
- Maintained accurate accounts by documenting orders, collecting payments and issuing receipts for every purchase
- Offered advice and assistance to customers, paying attention to special needs or wants
Education
BA - Psychology
California State University - Dominguez Hills
Carson, CA05.2016
Associate of Arts - Business Administration
Los Angeles Southwest College
Los Angeles, CA06.2014
Skills
- Critical Thinking
- Client needs assessments
- Attention to Detail
- Time Management
- Customer Service Excellence
- Exceptional telephone etiquette
- Empathy and patience
- Issue Escalation
- Strong Work Ethic
- Client Relationship Building
Additional Information
- Psychology Honors/Psi Chi Honor Society 2016 - Recognized for academic excellence in the science and application of Psychology
- Positive Results Corporation Volunteer Service Award 2018 - Recognized for community service work
- Bravo Sports Employee Appreciation Award 2016 - Acknowledged for providing exceptional customer service
Timeline
Associate Client Support Consultant
ADP
11.2021 - Current
Support Specialist
Janus et Cie
03.2018 - 10.2020
Jr Product Manager/Support Specialist
Bravo Sports
11.2010 - 06.2017
Independent Health & Beauty Consultant
Ardyss
12.2008 - 11.2010
BA - Psychology
California State University - Dominguez Hills
Associate of Arts - Business Administration
Los Angeles Southwest College
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