Danielle Caraway
Carpentersville,IL
Summary
Analytical and service-oriented Customer Services Representative with progressive career within high-volume, account-focused call and processing centers. Adept at quickly identifying and addressing client needs and offering products and services that surpass expectations. Skilled in researching account transactions, identifying discrepancies, and applying appropriate corrective actions. Routinely demonstrate strength and character in interfacing with clients, resulting in trusted and respectful relationships. Personable communicator naturally able to build positive rapport and relationships with people of diverse backgrounds.
Overview
25
25
years of professional experience
Work History
Customer Excellence Specialist
MEDELA
McHenry, IL
04.2014 - Current
- Support high volume professional care (retailers, distributors, hospitals) inbound calls
- Promptly, responsibly, and accurately handle phone calls per the departmental protocol while considering the best interests of Medela and our customers
- Answer general questions as it relates to Medela product and services
- Trouble-shoot Human Milk product line with our professional care clients
- Research Order fulfillment requests and investigates status inquiries
- Investigate and resolve product and return inquiries
- Conduct detailed product resolution specific to warranty guidelines
- Accurately collect and enter detailed account order placement
- Support order logistic and follow up management: including order status and tracking
- Professionally interact and engage with patients and clinicals to ensure proper product resolution
- Actively assist in problem solving; achieve first call resolution
- Investigates and address accounting issues and or concerns
- Coordinated with other departments to ensure efficient workflow processes.
- Analyzed customer needs and recommended appropriate products or services.
- Order entry/edi management
Customer Service Representative
PHYSICIAN SALES & SERVICE
Elgin, IL
01.2012 - 01.2014
- Achieved and built rapport with accounts and sales representatives in the medical field to provide exceptional customer service
- Managed faxed purchase orders and email orders from various physician offices
- Received telephone & email requests from accounts and sales team to verify purchase order status, order changes, adjustments and cancellations
- Provide support to sales team out of the Chicago and Michigan Markets
- Set GPO pricing on products
- Generated misc
- Reports
- Processed purchase orders and any investigative concerns that may have come up
- Successfully worked with the sales team and their individual accounts to offer quality products while creating a costs savings
- Took ownership on multiple promotions to increase sales and loyalty amongst our accounts
- Provide back-up assistance to our accounting team to collect on accounts that were net 60 or less.
Coordinator - Customer Service
VERIZON WIRELESS
Sacramento, CA
01.2009 - 01.2011
- Deliver solution-focused customer service to retain and expand business with existing clients
- Cultivate business opportunities by educating clients on new and upgrade products, positively differentiating features, advantages and benefits of service over competitor plans
- Ensure customer issues are addressed by exercising First Call Resolution, while maintaining internal quality standards
- Maintain strong knowledge of all products and service plans to accurately represent company
- Selected on numerous occasions to assist in training new employees, ensuring rapid and trouble-free transition into customer service team
- Consistently guaranteed outstanding customer experiences by successfully navigating multiple applications, tools, and resources to provide quick and accurate resolution of issues.
Coordinator - Internet Customer Response Team
VERIZON WIRELESS
Elgin, IL
01.2008 - 01.2009
- Efficiently and accurately responded to email inquiries received from worldwide client base received through corporate website
- Utilized customized templates and freestyle writing to address service, products, and system questions and issues
- Generated external call to resolve complex issues and questions requiring more than just an email response
- Played key role in helping Customer Care organization achieve defined goals and objectives through delivery of timely responses
- Recognized in monthly company newsletter for achieving highest quality recognition from customers.
Coordinator - Tech Support
VERIZON WIRELESS
Elgin, IL
01.2006 - 01.2008
- Supported internal and external customers with troubleshooting and resolving voice and data hardware/software issues
- Leveraged strong communications skills to translate highly technical terms in simple to understand terms, according to audience's level of understanding
- Demonstrated exceptional teamwork and communications skills working across departments to quickly and correctly resolve issues and situations.
Senior Activations Analyst
VERIZON WIRELESS
Elgin, IL
01.2001 - 01.2006
- Analyzed consumer and business credit applications to identify potential subscription frauds and high-risk applicant
- Mentored new hires and cross-departmental associates on policies and procedures
- Resolved escalated customer issues
- Supported Customer Service, EZ-Move and Employee phone teams during critical overflow time periods
- Continually asked to work collaboratively on projects, including Liability Name Change request and audit reports
- Acknowledged by senior management for excellent conflict resolution skills and requested to support Direct and Indirect agents on issues with POS applications.
Customer Services Representative
VERIZON WIRELESS
Elgin, IL
01.2000 - 01.2001
- Efficiently supported clients, answering questions, providing assistance, and resolving issues regarding billings, service, and equipment
- Researched reported problems and served as liaison between customer and internal operations on explaining and resolving discrepancies
- Gained strong understanding of internal policies, procedures, and products to serve as valuable resource and mentor to other team members.
Education
Associate's Degree - General Education
ELGIN COMMUNITY COLLEGE
01.2001
Skills
- Excellent analytical and organizational skills, with proven ability to successfully communicate ideas and recommendations to all levels within the organization
- Efficient with using system applications such as: SAP, GHX, Sales Force, Smart Solve, Bill Trust and Payment Tech and Web Gate
- Ability to complete tasks with urgency and accuracy, and creating a great customer experience while maintaining a clear focus on business and performance objectives
- Proven ability to solve complex problems by isolating the core issue, addressing the concern, and providing successful outcome
- Excel in fast paced environments and have a keen attention to detail
- Excellent verbal and written communication skills
- Ability to prioritize and/or manage multiple tasks and open projects at one time
- Strong multi-tasking and computer skills to navigate multiple systems
- Ability to cope with a fast paced environment
Qualifications Summary
Analytical and service-oriented Customer Services Representative with progressive career within high-volume, consumer-focused call and processing centers. Adept at quickly identifying and addressing client needs and offering products and services that surpass expectations. Skilled in researching account transactions, identifying discrepancies, and applying appropriate corrective actions. Routinely demonstrate strength and character in interfacing with clients, resulting in trusted and respectful relationships. Personable communicator naturally able to build positive rapport and relationships with people of diverse backgrounds. Strong project management talents and technical skills; capable of leading teams to complete projects within strict time and budget constraints.
Timeline
Customer Excellence Specialist
MEDELA
04.2014 - Current
Customer Service Representative
PHYSICIAN SALES & SERVICE
01.2012 - 01.2014
Coordinator - Customer Service
VERIZON WIRELESS
01.2009 - 01.2011
Coordinator - Internet Customer Response Team
VERIZON WIRELESS
01.2008 - 01.2009
Coordinator - Tech Support
VERIZON WIRELESS
01.2006 - 01.2008
Senior Activations Analyst
VERIZON WIRELESS
01.2001 - 01.2006
Customer Services Representative
VERIZON WIRELESS
01.2000 - 01.2001
Associate's Degree - General Education
ELGIN COMMUNITY COLLEGE
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