Dana Knittel
Marlton,NJ
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Lead Customer Service Associate
Wawa
Medford, NJ
02.2020 - Current
- Collaborated with cross-functional teams to ensure timely resolution of escalated cases.
- Developed comprehensive training materials for new hires.
- Resolved escalated customer complaints and inquiries in a timely manner.
- Coached team members on best practices for resolving complex customer issues.
- Monitored customer service quality standards and provided feedback to team members.
- Provided leadership and direction to customer service representatives.
- Developed strategies to improve overall customer service operations efficiency.
- Developed positive relationships with customers by responding promptly to their queries.
- Ensured compliance with company policies and procedures related to customer service operations.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Took special orders in person and over telephone, generating additional revenue every month.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
After School Care Assistant
Evesham Child Care
Marlton, NJ
09.2016 - 06.2018
- Facilitated group activities designed to promote problem-solving skills among students.
- Assisted students with completing and understanding their homework assignments.
- Observed strict safety protocols to maintain personal and coworker safety.
- Implemented discipline strategies when needed while ensuring the safety of all students.
- Developed positive relationships with families by communicating regularly about their child's development.
- Helped develop motor skills through active playtime activities like running, jumping.
- Worked collaboratively with co-workers to ensure safety of all the children in care.
- Read books aloud to small groups or individual children.
- Taught basic skills such as personal hygiene, social manners and appropriate behavior.
- Ensured cleanliness of classroom areas including toys, furniture, materials.
- Provided a safe, nurturing and stimulating environment for children to learn and grow.
- Encouraged positive interactions between children by providing supervision at all times.
Education
Bachelor of Science - Business Administration And Management
Rowan University
Glassboro, NJ05-2024
Skills
- Willingness to Lead
- Customer Service
- Order Fulfillment
- Positive and Friendly
- Problem-Solving
- Fast Learner
- Customer Complaint Resolution
- Team Member Training
- Attention to Detail
- Escalation management
- Quality Control
- Regulatory Compliance
- Excellent Communication
- Professionalism
- Team Collaboration
- Goal Setting
Accomplishments
- Deans list
- 4.0 GPA
References
References available upon request.
Timeline
Lead Customer Service Associate
Wawa
02.2020 - Current
After School Care Assistant
Evesham Child Care
09.2016 - 06.2018
Bachelor of Science - Business Administration And Management
Rowan University
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