Danielle Cain
Forney,TX
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Customer Care Associate IV
Guardian Life
06.2023 - Current
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Created reporting systems to track customer service performance and improve insight.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Evaluated customer service staff performance and provided constructive feedback.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Guardian Life Insurance
07.2021 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Met customer call guidelines for service levels, handle time and productivity.
Team Leader
Mediacom Communications
01.2017 - 07.2021
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Led teams of 10 or more
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
Collections Service Representative
Mediacom Communications
03.2015 - 01.2017
- Monitored accounts receivable aging and worked with various areas to address business needs.
- Collaborated on collection and dispute resolution issues.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound and inbound calls.
- Achieved performance goals on consistent basis.
Education
Bachelor of Science - Business
University of Phoenix
Remote- AZ07.2024
Associate of Arts - Business
University of Phoenix
Remote-AZ03.2022
Skills
- Strong Microsoft Word, Excel, Powerpoint Skills
- Teamwork and Collaboration
- Team Coaching
- Time Management
- Adaptable
- Associate's Degree, Business Degree
- 2 years in Insurance
- 8 years in Call Center environment
- Attention to Detail
- Multitasking and Prioritization
Timeline
Customer Care Associate IV
Guardian Life
06.2023 - Current
Customer Service Representative
Guardian Life Insurance
07.2021 - 06.2023
Team Leader
Mediacom Communications
01.2017 - 07.2021
Collections Service Representative
Mediacom Communications
03.2015 - 01.2017
Bachelor of Science - Business
University of Phoenix
Associate of Arts - Business
University of Phoenix