Danica Young
Harker Heights,TX
Summary
Dynamic leader with a proven track record at Raymour & Flanigan, excelling in innovation and problem-solving. Spearheaded customer care strategies, achieving a 98.6% satisfaction rate. Expert in enhancing service efficiency and customer journeys, blending exceptional organizational skills with a customer service background. Recognized for outstanding performance improvement and team development.
Overview
13
13
years of professional experience
Work History
Director of Customer Care
Raymour & Flanigan Furniture and Mattress Store
10.2020 - Current
- Lead a team of 41 customer care professionals across 5 showrooms and 1 Service Center to consistently deliver high-quality customer service.
- Develop and execute customer care strategies to improve response times, first-call resolution rates, and overall customer satisfaction.
- Oversee the creation and implementation of Bringg Service & Routing system, ensuring optimal performance metrics and client satisfaction.
- Collaborate with cross-functional departments including Sales, Marketing, Delivery and Operations teams to identify opportunities for enhancing customer journeys.
- Utilize data and analytics to track KPIs, identify trends, and implement solutions to improve service efficiency and customer retention.
- Region of the Year Award: Exceeded the targeted Customer Service Experience goal of 95%, achieving a 98.6% satisfaction rate—the highest among all regions.
- Achieved the highest retention rate across the company and maintained the lowest over-45% escalation rate in the department.
- Delivered 4.9% Bringg Survey results, reflecting outstanding customer satisfaction and service excellence.
Depot Customer Care Manger
Raymour & Flanigan Furniture and Mattress Store
05.2017 - 10.2020
- Supervise and lead a team of furniture repair technicians and service staff.
- Provide training and ongoing coaching to ensure technicians have the necessary skills and knowledge.
- Ensure that repairs are completed in a timely, efficient, and professional manner to meet or exceed customer expectations.
- Manage and resolve escalated customer complaints regarding repairs or service issues.
- Develop and implement efficient repair processes and procedures to improve productivity and reduce turnaround time.
- Ensure compliance with all local regulations, safety standards, and company policies related to repair and service operations.
Customer Care Manager
Raymour & Flanigan Furniture and Mattress Store
09.2016 - 05.2017
- Supervised a team of 9 customer service representative, providing guidance and support to ensure top-notch service and delivery.
- Collaborated with HR to onboard and train new customer service representatives.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Checked accuracy of account information and processed payments.
- Ensured timely arrival of furniture by reviewing inventory and shuttle schedules.
Customer Care Team Lead
Spectrum
01.2012 - 09.2016
- Lead, motivate, and coach a team of customer care representatives to ensure they meet performance goals, customer satisfaction targets, and quality standards.
- Act as the primary point of escalation for complex or high-priority customer inquiries or issues, ensuring they are resolved efficiently and effectively.
- Onboard new hires and provide ongoing training to customer care representatives on products, services, and customer interaction best practices.
- Conduct regular coaching sessions to reinforce product knowledge, call handling techniques, and customer service standards.
- Identify skill gaps within the team and create personalized development plans to improve individual performance.
Education
Associate In Science - Criminal Justice
Genesee Community College
Batavia, NY05.2018
High School Diploma - General Studies
Thomas R. Proctor High School
Utica, NY06.2006
Skills
- Innovation and creativity
- Well-organized
- Customer service background
- Documentation and reporting
- Excellent problem-solving skills
- Performance improvement
Timeline
Director of Customer Care
Raymour & Flanigan Furniture and Mattress Store
10.2020 - Current
Depot Customer Care Manger
Raymour & Flanigan Furniture and Mattress Store
05.2017 - 10.2020
Customer Care Manager
Raymour & Flanigan Furniture and Mattress Store
09.2016 - 05.2017
Customer Care Team Lead
Spectrum
01.2012 - 09.2016
Associate In Science - Criminal Justice
Genesee Community College
High School Diploma - General Studies
Thomas R. Proctor High School