Danette Bryant Antoine
Baytown,TX
Summary
Experienced Customer Service professional specializing in ecommerce and data entry. Known for exceptional conflict resolution, time management, and sales skills. Dedicated to delivering outstanding customer service and fostering customer loyalty.
Overview
29
29
years of professional experience
Work History
Customer Care Coordinator
Banfield Pet Hospital
Vancouver, WA
01.2023 - 04.2024
- Identified areas where improvements could be made in terms of customer experience.
- Developed customer service policies and procedures.
Customer Care Coordinator (ECommerce Team))
Banfield Pet Hospital
Vancouver, WA
01.2023 - 04.2024
- Participated in industry conferences related to best practices in customer service.
- Tracked customer interactions using CRM software tools.
- Maintained an updated database of customer information including contact details, preferences, and purchase history.
- Collaborated with sales team members to resolve any issues that may arise during order processing.
- Provided timely and accurate responses to customer inquiries.
- Managed online chat sessions with customers seeking help or advice.
- Developed customer service policies and procedures.
- Prepared reports on customer feedback for management review.
- Developed strategies for improving overall customer satisfaction levels.
- Processed orders and returns accurately and efficiently.
- Ensured compliance with all applicable regulations concerning the handling of personal data provided by customers.
- Organized special events for existing clients to promote loyalty programs.
- Assisted customers with product selection and ordering processes.
- Resolved customer complaints in a professional manner.
- Provided training to new hires on the company's policies regarding customer care services.
- Created detailed reports on customer feedback for management review.
- Managed multiple tasks simultaneously in a fast-paced environment.
- Conducted regular follow-up calls with customers to ensure satisfaction.
- Monitored incoming emails, phone calls, and other communications from customers.
- Coordinated with shipping companies to ensure prompt delivery of products.
- Provided high level of quality control, eliminating downtime to maximize revenue.
- Documented customer inquiries and feedback and entered service delivery suggestions in company database.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Consulted with customers to resolve service and billing issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promoted product offerings to drive growth and exceed benchmarks.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Strengthened customer retention by offering discount options.
- Collected deposits or payments and arranged for billing.
- Mentored junior team members and managed employee relationships.
- Updated databases with new and modified customer data.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Southwest Airlines
Dallas, TX
12.1994 - 03.2018
- Maintained a high level of professionalism when dealing with difficult customers.
- Conducted regular follow-up calls with customers after resolving their issues.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries via phone, email, and chat.
- Implemented innovative methods for streamlining the customer service process.
- Developed positive relationships with customers through friendly interactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified opportunities for upselling additional products or services based on customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Education
High School Diploma -
Robert E Lee High School
Baytown, TX05-1988
Skills
- Time Management and efficiency
- Data Entry Accuracy
- Troubleshooting and error resolution
- Data Retrieval and updating
- Attention to detail
- CRM System
- Salesforce System experience
- Resolved order issues by phone and email
- Research and due diligence
- Sales Support
- Training and mentoring
- Strong Organization
- Reporting and analysis
- Inbound Customer Service
- Account Updates
- Escalation management
- Account Management
Timeline
Customer Care Coordinator
Banfield Pet Hospital
01.2023 - 04.2024
Customer Care Coordinator (ECommerce Team))
Banfield Pet Hospital
01.2023 - 04.2024
Customer Service Representative
Southwest Airlines
12.1994 - 03.2018
High School Diploma -
Robert E Lee High School