Summary
Overview
Work History
Education
Skills
References
Timeline
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Danelle Cole

Wichita

Summary

Dynamic Customer Service Lead at Boot Barn with a proven track record of exceeding performance metrics and enhancing client satisfaction. Skilled in staff training and quality assurance, I effectively resolved customer issues with empathy, fostering loyalty and repeat business. Recognized for my problem-solving abilities and commitment to team success.

Overview

16
16
years of professional experience

Work History

Customer Service Lead

Boot Barn
11.2016 - Current
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Trained new personnel regarding company operations, policies and services.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Led customer service team to enhance support and improve client satisfaction.
  • Trained new staff on product knowledge and customer interaction techniques.
  • Monitored team performance against set targets and KPIs.

Production Worker

Eagle Enterprises
06.2013 - 06.2016


  • Resolved issues quickly to maintain productivity goals.
  • Organized work to meet demanding production goals.
  • Supported production needs by performing routine tasks using standard procedures and equipment.
  • Located and resolved problems with team production and performance to maintain consistent quality levels.

Production Worker

Sharpline Converting Inc.
01.2010 - 05.2013
  • Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
  • Inspected products and machines to maintain quality and efficiency.
  • Assembled products according to changing daily work orders and specific customer needs.
  • Inspected final products to assess compliance with quality standards and established tolerances.

Education

High School Diploma -

Campus High School Haysville
Wichita, KS
05.1995

Skills

  • Inbound Call Management
  • Office equipment proficiency
  • Staff Training
  • Data Entry
  • Customer Relations
  • Quality assurance
  • Order management
  • Team training and development
  • Call center
  • Shipping and logistics
  • Adaptive team player
  • Creative problem solving
  • Punctuality and reliability

References

References available upon request.

Timeline

Customer Service Lead

Boot Barn
11.2016 - Current

Production Worker

Eagle Enterprises
06.2013 - 06.2016

Production Worker

Sharpline Converting Inc.
01.2010 - 05.2013

High School Diploma -

Campus High School Haysville

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