Danette Kellogg

Executed high-stakes inspections and information security protocols for transit vehicles, ensuring 100% compliance with safety regulations and operating systems. De-escalated potential safety hazards through defensive strategies and prudent judgement, maintaining a secure environment for a diverse customer base while tracking incidents via detailed reporting systems. Communicated complex route and schedule information to passengers, effectively resolving transit inquiries and coordination with central dispatch to ensure seamless service delivery for ADA passengers.

Managed high-volume inbound call queues in a remote Windows OS environment, exceeding scorecard evaluations for customer satisfaction and call tracking metrics. Upsold installation services and additional product categories through proactive communication and CRM-driven service requests, contributing to store-level production goals. Implemented technical troubleshooting for automated email and chat systems, reducing response times by 40% while maintaining high-speed internet connectivity requirements for remote operations.

Resolved complex customer inquiries using a technical troubleshooting resolution tree, ensuring rapid first-call resolution and adherence to brand loyalty standards. Enhanced information security by identifying fraudulent activity trends and escalating high-risk accounts through proper channels with 25% improved documentation accuracy.

Applied advanced de-escalation techniques to resolve issues, successfully regaining client trust and improving overall relationship management metrics.

Generated a 31% increase in department revenue through strategic upselling of Player's Club membership and educating clients on membership policies. Selected as a finalist for Employee of the Year based on consistent achievement of customer service goals and techinical proficiency with hotel reservation systems.