Danae Lloyd
Newport News,VA
Summary
Dynamic professional with extensive experience in dispatch and technical support, notably at Apple. Proven track record in enhancing customer satisfaction through exceptional service and effective problem-solving. Skilled in dispatch software and active listening, I excel in optimizing operations and training teams to achieve seamless workflows and improved efficiency.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Walmart
Remote
04.2023 - 03.2025
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Account Services Specialist
CVS Healthcare
Remote
02.2021 - 03.2023
- Managed customer inquiries, ensuring timely resolution and satisfaction.
- Assisted in processing patient prescription orders accurately and efficiently.
- Coordinated communication between healthcare providers and patients to streamline services.
- Implemented process improvements to enhance account management workflows.
- Developed training materials to support team knowledge and efficiency goals.
- Analyzed customer feedback to identify service enhancement opportunities.
- Facilitated cross-departmental collaboration to optimize patient care initiatives.
- Identified opportunities for upselling products or services, contributing to company growth objectives.
- Maintained detailed records of client interactions using CRM software for improved tracking and reporting purposes.
- Conducted regular reviews of client accounts for accuracy and compliance with industry regulations.
- Improved client satisfaction by efficiently addressing and resolving account-related issues.
- Streamlined account management processes, reducing errors and increasing productivity.
- Managed a portfolio of accounts, ensuring timely payments and accurate billing information.
- Boosted overall client retention rates through proactive monitoring of account health indicators such as usage patterns or payment history.
- Reduced past-due balances by implementing effective collection strategies tailored to the specific circumstances of each case.
Customer Service Representative
Uhaul Storage
Remote
05.2021 - 02.2022
- Assisted customers in selecting storage solutions, ensuring satisfaction with services provided.
- Responded to inquiries via phone and email, resolving issues effectively and efficiently.
- Processed rental agreements and payments accurately, maintaining organized records for transactions.
- Educated customers on company policies and procedures, enhancing their understanding of services offered.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Learning Ambassador
K-12 Online
Remote
05.2020 - 09.2020
- Developed engaging learning materials to enhance student interaction and comprehension.
- Facilitated virtual training sessions for educators to improve instructional strategies and technology integration.
- Collaborated with cross-functional teams to implement innovative educational tools and resources.
- Conducted feedback surveys to assess learner satisfaction and identify areas for improvement.
- Provided ongoing support to students and parents, addressing inquiries related to online learning platforms.
- Implemented innovative teaching methods, resulting in increased student comprehension and retention.
- Promoted a positive learning environment by establishing clear expectations and fostering strong communication with students and parents.
- Negotiated with external training providers to secure high-quality programs at cost-effective rates.
- Streamlined onboarding process for new hires, ensuring smooth transition into company culture.
- Championed adoption of mobile learning tools, facilitating on-the-go training opportunities.
- Analyzed training program effectiveness, making data-driven adjustments for continuous improvement.
Dispatcher
Travel Centers
Remote
08.2018 - 03.2019
- Coordinated dispatch operations to optimize delivery routes and improve efficiency.
- Managed communication between drivers and clients to ensure timely updates.
- Utilized GPS tracking systems to monitor vehicle locations and status.
- Scheduled and dispatched service requests based on priority and availability.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
Technical Support Representative
Apple
Remote
09.2017 - 03.2018
- Provided technical assistance to customers via phone and email, resolving issues efficiently.
- Documented and tracked customer interactions using support ticketing systems for accurate record-keeping.
- Collaborated with team members to identify recurring problems and suggest improvements in processes.
- Assisted in troubleshooting hardware and software issues, guiding users through step-by-step solutions.
- Participated in training sessions to improve product knowledge and customer service skills.
- Educated customers on product features and best practices, enhancing overall user experience.
- Maintained up-to-date knowledge of company products to provide accurate information to clients.
- Contributed to team efforts by sharing insights on common customer concerns and effective resolutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Tech Support
DISH
El Paso, TX
06.2015 - 03.2016
- Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team.
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
- Streamlined internal processes for increased efficiency and better resource allocation within the tech support team.
- Assisted in the creation of user-friendly tech support resources, improving overall user experience and satisfaction.
- Implemented a structured ticketing system for incoming tech support requests, expediting response times and increasing productivity levels within the IT department.
- Liaised with IT department to ensure reliable tech support for all facility operations.
- Leveraged data analytics tools to monitor trends in tech support requests, using findings to proactively address common issues and improve overall customer experience.
Education
Associate of Science - Nursing
Tidewater Community College
Norfolk, Virginia, VASkills
- Customer service
- Data entry
- Decision-making
- Active listening
- Dispatch software
- Attention to detail
- Dispatching procedures
- Problem-solving
Timeline
Customer Service Representative
Walmart
04.2023 - 03.2025
Customer Service Representative
Uhaul Storage
05.2021 - 02.2022
Account Services Specialist
CVS Healthcare
02.2021 - 03.2023
Learning Ambassador
K-12 Online
05.2020 - 09.2020
Dispatcher
Travel Centers
08.2018 - 03.2019
Technical Support Representative
Apple
09.2017 - 03.2018
Tech Support
DISH
06.2015 - 03.2016
Associate of Science - Nursing
Tidewater Community College