Danetra Sands
Bartlett
Summary
Dynamic professional with extensive experience in managing customer interactions and swiftly resolving issues. Strong communication skills and a deep sense of empathy contribute to establishing robust customer relationships. Proven track record of achieving high levels of customer satisfaction while fostering loyalty through attentive service and proactive problem-solving. Committed to enhancing the customer experience and driving positive outcomes for clients and the organization.
Overview
16
16
years of professional experience
Work History
Fraud Claims Lead Representative
Advanced Call Center Technologies
12.2020 - Current
- Taking inbound calls in a bank call center for debit card fraud
- Checking status of claims, adding transactions, fee adjustments, interest adjustments for fraudulent charges, closing cards, re-opening cards
- Requests additional caller documentation when required for investigation
- Assists direct supervisors with supervisor calls
- Assist representatives with common questions or concerns
Client Service Professional
H&R Block
01.2010 - 04.2025
- Provide support to our tax professionals to ensure a positive client experience
- Answer simple tax questions over the phone and in person
- Check status of client refunds via the web and tax software
- Assure client focus, confidentiality, and privacy before, during, and after service.
- Identify and communicate products or services to help unique client needs.
Fraud Claims Supervisor
Advanced Call Center Technologies
12.2022 - 04.2024
- Monitored associates real time productivity to achieve production goals
- Coached and developed associates to improve quality, performance and productivity.
- Monitored associate calls to ensure employee is demeanor, accuracy and conformability to company and client policies
- Took escalated customer calls
- Maintained attendance records for associates using the time keeping system
- Completed associate annual performance reviews
- Conducted job candidate interviews insured associates adhered to compass company and client policies and standards
- Tracked and reported associate daily performance and productivity
Tele Sales Representative
TruGreen
02.2018 - 03.2021
- Sells residential lawn care services, including weed control, fertilization, and insect control, as well as specialized services, tailored to the needs of customers, to achieve weekly sales goals
- Generates additional sales revenue by cross-selling and up-selling to current customers.
- Prepares and develops an effective sales pitch to build customer relationships, reinforce value-added services, and answer potential questions to overcome resistance and objections.
- Quotes prices, negotiates with customer, and closes the sale
- Collects customer contact information for every sale.
- Estimates date of service for customer based on knowledge of branch production and service schedules.
- Prepares and maintains accurate sales reports.
Retention Supervisor
American Home Shield
07.2012 - 10.2017
- Supervised a staff of customer retention representatives that process orders, prepare correspondence, and fulfill the needs of existing customers that are at risk of cancelling services.
- Addressed complaints with the goal of increasing satisfaction and securing renewals or saves.
- Performed side by side monitoring and coaching sessions
- Prepared daily conversion KPI charts for the Retention Department in two different centers
- Coached & developed, payroll, adherence, handle time, attendance, call monitoring, monthly & annual reviews, HR related issues/reconciliation
- Developed training documents for our efforts & implementation with the Representatives, maintain Retention Training Manual
- Took live supervisor escalated calls/call backs to negotiate/resolve with Customers on various issues Administered any corrective actions with Manager & Human Resources
- Direct liaison for the AHS Legal Team for attempts to avert possible Legal action by customers.
Education
Associate - Accounting with Computer Concentration
Southwest Tennessee Community College
MEMPHIS, TN05.2013
High School Diploma -
Central High School
MEMPHIS, TN08.1999
Skills
- Excellent communication skills
- MS Windows proficient
- Credit card processing
- Management Skills
- Multi-line phone usage
- Data input into computer-based programs
- Microsoft Office
- Types 35 WPM
- Collections / Past due balances / Nationwide
- Sales experience
- KRONOS / Dayforce
- Perform well in high-demand, challenging environments
- General knowledge of Fraud operations, policies, and procedures
- 10 Key (net keystrokes per hr 10500
Military Experience
US Air Force, Supply, Ellsworth AFB, SD, 10/20/99, 10/19/03, E-4, Provided customer service to individuals and organizations, Performed clerical and computer related duties, Filed/maintained electronic documents resolved delinquent document issues and validated the shipping documents listing, Oversaw routine call or walk in customers, Placed and researched supply orders, Performed stock and document number inquiries
Timeline
Fraud Claims Supervisor
Advanced Call Center Technologies
12.2022 - 04.2024
Fraud Claims Lead Representative
Advanced Call Center Technologies
12.2020 - Current
Tele Sales Representative
TruGreen
02.2018 - 03.2021
Retention Supervisor
American Home Shield
07.2012 - 10.2017
Client Service Professional
H&R Block
01.2010 - 04.2025
High School Diploma -
Central High School
Associate - Accounting with Computer Concentration
Southwest Tennessee Community College
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