Dana DiDonato
Sicklerville,NJ
Summary
Dynamic Customer Support Specialist with a proven track record at Migali Industries, excelling in problem-solving and conflict resolution. Enhanced customer satisfaction through effective CRM utilization and empathetic communication, leading to improved retention rates. Recognized for streamlining support processes and fostering strong client relationships, ensuring a positive service experience.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
Migali Industries
02.2018 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
High School Diploma - College Preparatory
St Joseph's High School
Hammonton, NJ06.1991
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Conflict resolution
- Live chat support
- Ticket management
- Quality assurance
- Product knowledge
- Active listening
- Sales support
- Customer response
- Appointment scheduling
- Product or service support
- Payment processing
- Technical troubleshooting
- Referral coordination
- Time management
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Issue troubleshooting
- Workflow management
- Issue follow up
- Email management
- Service ticket management
- Attention to detail
- Microsoft windows and office
- Customer service
- Teamwork and collaboration
- Collaborative team player
- Interpersonal skills
- Customer communication and empathy
- Customer service expert
- Problem-solving abilities
- Issue and resolution tracking
- Support services
- Organizational skills
- Highly professional
- Friendly and patient
- Auditing service requests
- Incoming call management
- Call management
Timeline
Customer Support Specialist
Migali Industries
02.2018 - Current
High School Diploma - College Preparatory
St Joseph's High School
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