DANA MCCHRISTION
GARDENA
Summary
Customer Service and Operations Professional with over 12 years of extensive expertise in managing customer escalations and leading teams across diverse industries. Demonstrates a visionary approach to process improvement and workflow optimization, leveraging strong leadership and communication skills to drive operational efficiency and enhance customer satisfaction. Passionate about mentoring teams and fostering a culture of collaboration and innovation to achieve outstanding results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
SECURITY OFFICER
Securitas
02.2024 - Current
- Monitor premises, ensuring safety and compliance with protocols.
- Respond to incidents, minimizing risks and ensuring swift resolution.
- Collaborate with team to enhance security measures and procedures.
- Utilize surveillance tools effectively to prevent unauthorized access.
- Maintain detailed incident reports, contributing to improved security strategies.
CUSTOMER ESCALATION REPRESENTATIVE
SSJ Production
01.2022 - 01.2024
- Actively listened to customer concerns, fostering positive relationships and ensuring effective resolutions that enhanced customer loyalty.
- Managed complex escalations to deliver timely solutions, reducing customer wait times and improving overall satisfaction scores.
- Partnered with cross-functional teams to address systemic issues, leading to streamlined processes and a noticeable reduction in repeat escalations.
- Analyzed customer feedback trends to identify key pain points, informing proactive strategies that improved service delivery and client retention.
- Developed training materials for new representatives, enhancing onboarding efficiency and resulting in marked improvements in team performance.
CASE MANAGER
PATH
12.2019 - 12.2021
- Managed 50+ cases monthly, improving client outcomes through tailored support plans.
- Coordinated with multidisciplinary teams to enhance service delivery and client satisfaction.
- Implemented data-driven assessments, resulting in improved resource allocation.
- Resolved complex client issues, leading to increased program efficiency.
- Facilitated workshops that enhanced team collaboration and communication.
- Managed diverse client cases, enhancing individual outcomes through tailored intervention strategies and measurable progress.
- Developed and implemented a new case tracking system, significantly improving workflow efficiency and client follow-up.
- Fostered strong partnerships with community resources, expanding support options and enriching client service experiences.
Administrative Assistant
USPS
05.2015 - 06.2019
- Managed scheduling and coordination of meetings, ensuring efficient use of executive time.
- Developed and maintained filing systems, enhancing document retrieval and organization.
- Prepared comprehensive reports and presentations for senior management review.
- Streamlined office processes, improving workflow efficiency and reducing bottlenecks.
Education
Bachelor of Business Administration - BBA - Human Resources Management
California State University-Dominguez Hills
CarsonHigh School Diploma - Child Development
North High School
Torrance, CA06.2003
Skills
- Leadership (Expert)
- Communication (Expert)
- Problem-solving (Expert)
- Multitasking (Expert)
- Teamwork (Expert)
- Organization (Expert)
- Time Management (Expert)
- Decision Making (Expert)
- Conflict Resolution (Expert)
- Mentorship (Expert)
- Customer Service (Expert)
- Process Improvement (Expert)
- Team Training (Expert)
- Operations Management (Expert)
- CRM Systems (Expert)
- Inventory Management (Expert)
- Microsoft Word (Expert)
- Quick book (Expert)
- Microsoft Excel (Expert)
Certification
CPR and First Aid
Timeline
SECURITY OFFICER
Securitas
02.2024 - Current
CUSTOMER ESCALATION REPRESENTATIVE
SSJ Production
01.2022 - 01.2024
CASE MANAGER
PATH
12.2019 - 12.2021
Administrative Assistant
USPS
05.2015 - 06.2019
Bachelor of Business Administration - BBA - Human Resources Management
California State University-Dominguez Hills
High School Diploma - Child Development
North High School
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