Danielle Cusack
Allentown,PA
Summary
A dedicated Customer Support Leader with a decade of proven experience in the fintech industry, specializing in enterprise - level support & client relations. Adept at fostering strong communication & rapport with clientele, consistently driving customer satisfaction and brand growth. Promoted to leadership roles due to exemplary performance and strategic vision, managing and mentoring team members to exceed service targets & deliver unparalleled customer experiences. Skilled in implementing best practices, optimizing processes, and leveraging insights to enhance client success. Seeking to bring expertise and passion for customer excellence to a dynamic organization committed to innovation and growth.
Overview
8
8
years of professional experience
Work History
Enterprise Support Specialist
Shift4
05.2022 - 01.2024
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Managed portfolio of Enterprise franchise level accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
Escalation Team Lead
Shift4
02.2021 - 05.2022
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Collaborated with management to develop strategies aimed at improving overall team performance.
Batch Adjust Supervisor
Shift4
07.2017 - 05.2022
- Reduced fraud occurrences, implementing security measures and monitoring suspicious activities closely.
- Optimized workflow processes, identifying areas for improvement and implementing necessary changes.
- Managed high volumes of transactions daily, prioritizing tasks effectively to meet deadlines.
- Participated in departmental meetings, sharing insights on best practices for efficient credit card processing operations.
- Coordinated chargeback disputes, working diligently to resolve any discrepancies or misunderstandings between parties involved.
- Ensured the confidentiality of sensitive client information by adhering strictly to data protection policies and guidelines.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance with all applicable standards.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
Customer Service Tier 3
Shift4
02.2019 - 02.2021
- Maintained up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations for internal process improvements and external client consultations.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Streamlined team processes for increased efficiency and productivity.
- Continuously sought opportunities for personal growth as well as professional development opportunities for the entire team.
Customer Service Tier 2
Shift4
01.2018 - 02.2019
- Utilized problem-solving skills to address customer complaints.
- Adapted communication style according to diverse clientele needs, ensuring clarity and understanding during each interaction effectively.
- Managed high-pressure situations calmly, prioritizing tasks effectively while maintaining a professional demeanor.
- Coordinated with the team to share workload during peak periods, ensuring optimal service delivery and minimal customer wait times.
- Supported the implementation of new CRM software, streamlining processes for faster resolution times.
- Contributed to a reduction in overall customer complaints by consistently delivering high-quality support interactions.
- Reduced call wait times for better customer experience by efficiently handling inquiries and escalating issues when necessary.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow
Customer Service Tier 1
Shift4
11.2015 - 01.2018
- Improved first-contact resolution rates through comprehensive troubleshooting and problem-solving abilities.
- Served as a subject matter expert within the team, providing guidance on best practices when needed.
- Reduced average call duration through efficient problem-solving techniques and clear communication skills.
- Increased service quality by diligently documenting customer interactions and feedback.
- Actively participated in team meetings, sharing insights for process improvement initiatives.
- Maintained high-performance standards by consistently meeting or exceeding key performance metrics.
- Streamlined communication between customers and technical teams for timely issue resolution.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure repeat business.
Education
Business Administration
Lehigh Carbon Community College
Schnecksville, PA04.2012
High School Diploma -
Parkland High School
Allentown, PA01.2010
Skills
- Documentation Development
- Online Chat Support
- Database Management
- Tracking and Documentation
- User Training
- Desktop support
- Incoming Call Management
- Report Preparation
- Account Administration
- Microsoft Windows and Office
- Customer service expert
- Call Center Operations
- Employee Computer Support
- Interpersonal Skills
- Customer Communication and Empathy
- Analytical and Methodical
- Collaborative Team Player
- Highly Professional
- Organizational Skills
- Customer Service
- Call Management
- Ticket management
- Data Collection
- Operating System Knowledge
- Escalation Handling
- Customer Relationship Management
- Remote Support
- Staff education and training
- Project Coordination
- Agile
- Python
- Salesforce
Timeline
Enterprise Support Specialist
Shift4
05.2022 - 01.2024
Escalation Team Lead
Shift4
02.2021 - 05.2022
Customer Service Tier 3
Shift4
02.2019 - 02.2021
Customer Service Tier 2
Shift4
01.2018 - 02.2019
Batch Adjust Supervisor
Shift4
07.2017 - 05.2022
Customer Service Tier 1
Shift4
11.2015 - 01.2018
Business Administration
Lehigh Carbon Community College
High School Diploma -
Parkland High School