Danielle Creamer
Las Vegas
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Business Credit Manager
Nevada Corporate Headquarters
Las Vegas
11.2022 - Current
- Supervised and developed a team of 10 customer service representatives, increasing client engagement by 20% by the end of my first year in the position.
- Conducted weekly performance reviews and one-on-one coaching sessions, increasing employee engagement and service quality.
- Resolved escalated customer issues with professionalism, empathy, and care.
- Fostered a 'customer-first' culture, increasing customer retention by reducing refunds by 54% within my first 12 months, from 7.4% to 3.4%.
- Enhanced customer service scripts and email templates, ensuring consistent and professional communication across the team.
- Designed client status dashboards for real-time monitoring of team metrics, assisting with data-driven decision-making.
Client Success Coordinator
Anderson Business Advisors
Las Vegas
08.2022 - 11.2022
- Maintained a high volume of client communication via phone, both inbound and outbound, and via email.
- Utilized Salesforce to track and manage client notes, ensuring data accuracy and up-to-date records across all accounts..
- Used strong, active listening skills to identify clients' needs, directing the client to the appropriate departments or individuals for assistance.
- I developed a wide range of product knowledge, allowing me to assist clients quickly and efficiently.
- Delivered First Class customer service in every client interaction.
Personal and Business Credit Analyst
Nevada Corporate Headquarters
Las Vegas
10.2019 - 08.2022
- Reviewed clients' personal credit reports from all major bureaus, such as Experian, TransUnion, and Equifax. Identifying errors, inaccuracies, and negative information.
- Created and customized credit-building plans, including secured credit cards, credit utilization strategies, and debt repayment schedules.
- Submitted and tracked credit disputes, submitted on behalf of clients, resulting in the removal of 15% of challenged information.
- Ensured all disputes were handled in compliance with the Fair Credit Reporting Act (FCRA) and the Fair Debt Collection Practices Act (FDCPA).
- Managed a portfolio of over 60 active clients using CRM tools (Dynamics, Dispute Suite, Zendesk, and Excel) to track and document progress.
- Analyzed and assisted businesses in establishing a robust credit profile.
Store Manager of Operations
Martin & MacArthur
Las Vegas
02.2015 - 10.2016
- Recruited, trained, coached and mentored staff members in customer service skills.
- Developed and maintained store policies, procedures and operations manual.
- Collaborated with senior management on long-term strategic planning initiatives.
- Conducted monthly meetings with staff to discuss operational issues or changes.
- Created weekly schedules for staff members according to business needs.
- Identified areas of improvement in store operations processes.
- Ensured that store was clean and organized at all times.
- Maintained records of daily transactions using point-of-sale systems.
- Managed inventory levels and ensured accurate ordering of merchandise.
Education
High School Diploma -
Kapa'a High School
Kapaa, HI05-2006
Associate of Arts - Cognitive Psychology
Windward Community College
Kaneohe, HIAssociate of Arts - Clinical Psychology
Kaua'i Community College
Lihue, HISkills
- Customer service
- Team leadership
- Performance management
- Conflict resolution
- Client relationship management
- Credit risk management
Accomplishments
- President's Circle Award Recipient 2020-2022
- Customer WOW Award 2020
- Employee of the Year 2022
Affiliations
- Excellent cook
- Adventurer
- Phi Theta Kappa
Certification
- Certified Nurses Aide
Timeline
Business Credit Manager
Nevada Corporate Headquarters
11.2022 - Current
Client Success Coordinator
Anderson Business Advisors
08.2022 - 11.2022
Personal and Business Credit Analyst
Nevada Corporate Headquarters
10.2019 - 08.2022
Store Manager of Operations
Martin & MacArthur
02.2015 - 10.2016
High School Diploma -
Kapa'a High School
Associate of Arts - Cognitive Psychology
Windward Community College
Associate of Arts - Clinical Psychology
Kaua'i Community College