Daniella Nelson
Phoenix,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Child Care
Several Families
Phoenix, AZ
01.2010 - Current
- Created and implemented diverse educational strategies to boost development.
- Maintained effective schedule balance between rest periods, active play and instruction.
- Taught children to organize toys, wash hands and share by leading by example.
- Planned and guided age-appropriate tasks like reading, crafts and math.
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
- Helped children develop motor skills in preparation for preschool and kindergarten.
Quality Control Marketing Director
Covington Ridge Financial
Phoenix, AZ
11.2011 - 12.2020
- Managed team of 15-20 individuals in Call Center and 2-3 in Quality Control Department, delivered high quality Customer Service and directing objectives to maximize profitability.
- Worked with operating staff to establish procedures, standards, systems and procedures.
- Monitored telemarketers calls and review recorded calls, coach associates to succeed in job tasks and duties.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Answered over 120 + calls per shift to meet fast-paced call center demands.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Assisted team leaders by providing status and performance reports with information on areas for improvement.
- Trained new personnel regarding company operations, policies and services.
Education
GED -
Glendale Community College
Glendale, AZ07.2009
Skills
- Key decision making
- Team Leadership
- Operations management
- Business administration
- Time management
- Report preparation
- Inbound and Outbound Calling
- Professional telephone demeanor
- Multi-line phone talent
- Technical Support
- Administrative support
- Creative problem solving
- CRM
- Sales
- Quality Management
- Appointment Setting
Accomplishments
- Exceeded monthly quota 12 times.
- Awarded “Employee of the Month” in 2012 three times.
- Documentation - Wrote and edited documents to keep staff informed on policies and procedures.
Employee of the Month
Employee of the month for always exceeding 7 + over the monthly quota either setting appointments or making sales.
Timeline
Quality Control Marketing Director
Covington Ridge Financial
11.2011 - 12.2020
Child Care
Several Families
01.2010 - Current
GED -
Glendale Community College