Daniele Sutherland
Lake Worth,FL
Summary
Innovative and productivity-driven Customer Service Professional with a proven record of fostering strong client relationships, swiftly resolving complex issues, and consistently exceeding service benchmarks. Known for an analytical approach to customer insights, enabling proactive, data-driven strategies that enhance satisfaction and retention. Adept in using complex CRM systems and customer analytics tools to streamline support processes and elevate the customer experience. Strong collaborator with a commitment to continuous improvement and a passion for transforming client interactions into long-term loyalty and brand advocacy. Recognized for a resourceful mindset, precision in communication, and a dedication to service excellence that drives measurable business impact.
Overview
2025
2025
years of professional experience
Work History
Customer Service Representative
Papa
10.2023 - 11.2024
- Provided exemplary remote customer service to diverse clients, addressing inquiries and resolving concerns with a focus on first-contact resolution, leading to a 95% satisfaction rate
- Maximized communication platforms like Zoom, Slack, and Microsoft Teams to interact with customers and collaborate with internal departments, ensuring timely and comprehensive support across various channels
- Strategically diagnosed and resolved complex customer issues by analyzing account history, interpreting patterns, and providing customized solutions, which contributed to a 20% increase in retention
- Analyzed key performance indicators (KPIs) and service level agreements (SLAs), consistently meeting or exceeding productivity targets, including average handle time (AHT) and response time metrics
- Knowledgeable in using workflow and support software including Asana, Trello, and JIRA, refining task management and follow-up processes to enhance response times and service quality
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Support Specialist
Concentric
03.2021 - 04.2023
- Company Overview: United Health Care DSNP Advocate
- Supplied expert-level remote customer support to a wide-ranging client base, expertly managing inquiries and resolving complex issues through dedicated first-point-of-contact resolutions, resulting in a 97% satisfaction score
- Proficiently navigated CRM systems such as HubSpot, Zoho, and Salesforce to manage detailed customer profiles, track case progress, and ensure thorough follow-up, thereby increasing efficiency in handling support requests
- Investigated and assessed customer concerns with precision, applying product knowledge and troubleshooting specialization to deliver tailored solutions that contributed to a 15% improvement in customer retention rates
- Demonstrated capability in conflict resolution and escalation management, applying empathy and patience to de-escalate sensitive cases while upholding service integrity
- Applied communication tools like Intercom, Google Workspace, and Teams to support seamless interactions with customers, fostering prompt responses and streamlined support across digital channels
- United Health Care DSNP Advocate
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Success Agent
Answer net
01.2020 - 02.2021
- Oversaw a portfolio of key accounts, establishing trust and rapport through consistent check-ins and proactive outreach, using Intercom and Freshdesk to track progress and ensure alignment with customer goals
- Documented best practices and created resource guides for common inquiries and solutions, collaborating with the knowledge base team to streamline support operations and improve the customer experience
- Skillfully operated CRM platforms, including Salesforce, HubSpot to manage customer accounts, track engagement milestones, and log comprehensive interactions, ensuring each client received personalized, as well as quick response action
- Rendered tailored guidance and support to improve clients’ use of products, conducting remote training sessions via Zoom, Google Meet, and WebEx that fostered strong product understanding and adoption
- Effectively communicated complex product knowledge and troubleshooting steps via digital channels, including chat platforms like Intercom and LiveChat, email, and video calls, resulting in a streamlined customer support flow that reduced average resolution time
- Increased team efficiency through effective communication and collaboration with cross-functional departments.
- Delivered exceptional customer service by actively listening, empathizing, and offering tailored solutions to client concerns.
- Contributed to a positive work culture by actively participating in team meetings, sharing best practices, and offering constructive feedback.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Mentored junior agents, providing guidance and support to help them develop their skills and achieve success within the company.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Created and maintained detailed database to develop promotional sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Implemented process improvements to streamline workflows, resulting in increased productivity levels.
- Organized events aimed at engaging customers with product demonstration sessions that showcased value propositions effectively.
- Developed customized success plans for clients based on their unique needs, goals, and challenges.
- Analyzed performance data to identify trends and areas of opportunity for both individual agents and overall team improvement.
- Established strong partnerships with industry influencers to expand the company''s network while enhancing its credibility as an expert resource provider in its field.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Facilitated successful onboarding experiences for new clients by providing comprehensive training and support materials.
- Managed time-sensitive projects successfully while balancing competing priorities from multiple stakeholders without compromising quality.
- Assisted in the development of targeted marketing campaigns designed to increase brand awareness among potential clients.
- Enhanced client retention by providing ongoing support and maintaining strong relationships.
- Boosted company reputation by consistently delivering high-quality services that exceeded client expectations.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Contributed ideas and practical solutions to support process improvement efforts.
- Identified and resolved discrepancies and errors in customer accounts.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and backed up other customer service managers.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Implemented and developed customer service training processes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Conducted regular follow-ups with clients to ensure satisfaction, identify areas for improvement, and address any concerns promptly.
- Collaborated closely with sales teams to upsell products or services when appropriate opportunities arose during customer interactions.
- Championed a customer-centric mindset within the company by consistently advocating for clients'' best interests in all decision-making processes.
- Optimized the client success process by proactively identifying and eliminating potential bottlenecks, leading to more efficient service delivery.
- Served as a trusted advisor for key accounts, ensuring they received personalized attention throughout their engagement journey.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
Little London High
Little London Jamaica 06.2011
Skills
- Zen desk
- HIPPA
- Clerical Support
- Payroll
- Data Entry
- Microsoft Office
- IT Automation Tools
- Tech Support
- Helpdesk
- Claims
- Fraud Detection
- Ticketing Systems
- Data Analysis
- Salesforce
- Genesis
- Freshdesk
Timeline
Customer Service Representative
Papa
10.2023 - 11.2024
Customer Support Specialist
Concentric
03.2021 - 04.2023
Customer Success Agent
Answer net
01.2020 - 02.2021
High School Diploma -
Little London High
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