DANAYUA SAMPSON
Atlanta,GA
Summary
Collaborative leader with more than ten years of experience and a dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse internal and external stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Escalation Specialist
ADT Security Services
06.2023 - 12.2023
- Promoted to Escalation Specialist from Account Manager
- Resolved more than 30 customer complaints daily by effectively managing escalations and addressing concerns in a timely manner
- Scheduled nearly 10 technicians to address customer concerns
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients' unique needs
- Worked closely with the General Manager to create daily reports about retention.
Account Manager
ADT Security Services
03.2022 - 06.2023
- From Technical Support Agent
- Handled nearly 100 customer service calls daily
- Executed and managed customer contracts with lengths up to 36 months
- Increased customer retention by 40% by working with them by how much they will pay for service
- Received monthly bonuses due to increasing sales by 50%
- Increased client satisfaction by building strong relationships and addressing their needs promptly
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Trained new hires on company products/education and taking calls.
- Managed a team of 15 agents.
Technical Support Agent
ADT Security Services
06.2021 - 03.2022
- Resolved nearly 200 technical support inquiries per day by troubleshooting security alarm systems and cameras daily
- Collaborated with supervisors to escalate and address nearly 200 customer inquiries or technical issues
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Wrote, reviewed, and submitted nearly 200 tickets to request maintenance to various types of equipment
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
MSC Counselor
AAA Northeast
07.2020 - 03.2021
- Provided emergency roadside assistance dispatch membership verification to nearly 50 customers daily
- Assisted nearly 50 motorists in distress daily, offering prompt solutions to a variety of roadside emergencies
- Enhanced customer satisfaction by providing timely and efficient emergency roadside assistance
- Reduced response time by 20 minutes for service calls by optimizing dispatch routes and prioritizing tasks
- Managed inventory effectively, ensuring adequate supplies were always available for emergency situations.
Nordstrom - Customer Service Representative
08.2017 - 12.2019
- Opened 50 store credit cards monthly
- Managed the cash room for the entire store daily, responsibly handling over $20,000
- Assisted customers in navigating company website and placing nearly 100 online orders daily, improving overall user experience
- Responded to nearly 60 customer requests daily for products, services, and company information
- Trained 3 new Customer Service Representatives on company policies, procedures, and best practices
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Exceeded performance metrics consistently, earning recognition as a top performer within the team, resulting in a pay raise at the end of the month.
Department Lead Manager
Bloomingdale's
04.2015 - 08.2017
- Successfully managed relationships with over 10 vendors, including LVMH, Luxottica, Ray-Ban, Chanel, and Tom Ford
- Coordinated monthly meetings to review sales performance and assess replenishment needs, ensuring consistent product availability and meeting sales targets
- Trained 10 new hires within the department, providing guidance on company policies and procedures as well as job-specific tasks
- Introduced and implemented successful sales strategies to meet department goals, resulting in department expansion
- Set a target of $20,000, but through effective strategies, achieved $30,000
- Set up more than 20 department visuals weekly and trained employees on current promotions
- Oversaw efficient inventory stocking and supply rotation weekly
- Led a team of 10 employees to consistently achieve and exceed performance targets.
Sales Associate
Gap Inc
07.2014 - 04.2015
- Handled more than 20 cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Education
High School Diploma - high school or equivalent
Clifton High School
Clifton, NJ06.2014
Skills
- Customer Service
- Call Center
- Makeup Application skills
- Microsoft Excel/Word
- Supervising Experience
- Medical Scheduling
- Account management
- Cash handling
- Quality assurance
- Interpersonal communication skills
- Organizational skills
- Data entry
- Sales
- Microsoft PowerPoint
- Complaint Handling
- Client Retention Strategies
Certification
Driver's License
Timeline
Escalation Specialist
ADT Security Services
06.2023 - 12.2023
Account Manager
ADT Security Services
03.2022 - 06.2023
Technical Support Agent
ADT Security Services
06.2021 - 03.2022
MSC Counselor
AAA Northeast
07.2020 - 03.2021
Nordstrom - Customer Service Representative
08.2017 - 12.2019
Department Lead Manager
Bloomingdale's
04.2015 - 08.2017
Sales Associate
Gap Inc
07.2014 - 04.2015
High School Diploma - high school or equivalent
Clifton High School
Driver's License
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