Danica Butler
Baltimore,Maryland
Summary
Experienced professional with a background in counseling. Seeking a Customer Service Representative role to utilize excellent communication, problem-solving, and conflict resolution skills. Committed to providing exceptional support and cultivating positive customer relationships.
Overview
11
11
years of professional experience
Work History
Counselor
Riverside Treatment Services
Lansdowne, MD
04.2022 - Current
- Provided empathetic and attentive support to clients, addressing their concerns and needs effectively.
- Utilized active listening and effective communication techniques to understand and resolve client issues.
- Assisted clients in setting and achieving personal goals, offering guidance and resources.
- Developed and nurtured strong client relationships by prioritizing confidentiality.
- Maintained thorough and precise documentation of client interactions and progress
Teller
M&T Bank
Baltimore, MD
07.2014 - 10.2024
- Explained account information to customers in detail as needed.
- Provided exceptional customer service while accurately processing routine transactions.
- Followed up on requests from customers in a timely manner.
- Maintained accurate records of all transactions for compliance purposes.
- Answered customer inquiries regarding bank products and services.
- Maintained confidentiality of all customer records and information according to company policies.
Counselor
BayMark Health Services
Baltimore, MD
05.2021 - 04.2022
- Delivered exceptional service to customers via phone, chat, and email, addressing their concerns and providing solutions.
- Used active listening and clear communication to understand and resolve customer issues.
- Assisted customers in navigating product and service options, ensuring they found the right solutions for their needs.
- Followed documented best practices and suggested process improvements to enhance service delivery.
- Managed and organized workload using CRM software, ensuring timely and effective resolution of customer inquiries.
Counselor
BD Health Solutions
Hampden, MD
09.2018 - 05.2021
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
Lead Teller
Wells Fargo & Company
Baltimore, MD
03.2016 - 12.2018
- Maintained up-to-date knowledge of current bank products and services for customers' convenience.
- Developed strategies to increase sales opportunities among customers by cross-selling bank services or products.
- Resolved customer complaints and inquiries, providing exceptional service and retaining client loyalty.
- Identified process improvements to increase efficiency and accuracy of transactions.
- Welcomed customers and offered pleasant service during entire transaction.
Operations Manager
T-Mobile
Towson, MD
03.2015 - 03.2016
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided exceptional customer service to ensure customer satisfaction.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered customer inquiries via phone, email, and chat.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Teller
Bank of America
Baltimore, MD
11.2013 - 05.2014
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided accurate information about products and services to customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Master of Science - Human Services
Capella University
Minneapolis, MN09-2023
Skills
- Active Listening
- Effective Communication
- Problem-Solving
- Conflict Resolution
- Empathy and Patience
- Detail-Oriented Documentation
Accomplishments
- The National Honor Society of Leadership and Success, 2021
Timeline
Counselor
Riverside Treatment Services
04.2022 - Current
Counselor
BayMark Health Services
05.2021 - 04.2022
Counselor
BD Health Solutions
09.2018 - 05.2021
Lead Teller
Wells Fargo & Company
03.2016 - 12.2018
Operations Manager
T-Mobile
03.2015 - 03.2016
Teller
M&T Bank
07.2014 - 10.2024
Teller
Bank of America
11.2013 - 05.2014
Master of Science - Human Services
Capella University
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