Summary
Overview
Work History
Education
Skills
Timeline
Generic

Danielle Day

Apache Junction,AZ

Summary

Adept at team leadership and negotiation, I significantly enhanced customer satisfaction at Circle K by implementing strategic process improvements and training initiatives. My strong problem-solving skills and professional demeanor have consistently resolved complex customer issues, fostering a positive brand representation and driving team performance.

Overview

26
26
years of professional experience

Work History

Lead Customer Service Representative

Circle K
Gold Canyon, AZ
06.2023 - Current
  • Provided guidance and support to customer service representatives.
  • Assisted in resolving escalated customer complaints.
  • Monitored team performance and provided feedback for improvement.
  • Maintained up-to-date knowledge of company products and services.
  • Conducted regular staff training sessions on customer service techniques.
  • Handled inquiries from customers regarding product information or services offered.
  • Analyzed customer feedback surveys and implemented changes accordingly.
  • Identified opportunities to enhance customer satisfaction levels through process improvements.
  • Tracked customer issues and worked closely with relevant teams to resolve them quickly.
  • Trained new employees on company customer service policies and service level standards.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Assistant Property Manager

Lost Dutchman Realty
Apache Junction, AZ
05.2021 - 06.2023
  • Assisted property manager in leasing and marketing activities.
  • Created tenant files, maintained records of rental payments, and tracked lease agreements.
  • Monitored building maintenance and repairs, coordinated with contractors to ensure completion of tasks.
  • Conducted regular inspections of properties to identify any needed repairs or improvements.
  • Provided administrative support for the property manager including filing, typing correspondence, answering phone calls and scheduling meetings.
  • Handled complaints from tenants regarding maintenance issues and resolved them promptly.
  • Researched city ordinances related to zoning regulations, occupancy limits, and other relevant topics.
  • Developed new policies for tenant leases as well as procedures for handling rent payments and security deposits.
  • Ensured compliance with all applicable laws related to fair housing practices.
  • Maintained accurate records of all transactions involving tenants' accounts including rent payments and late fees.
  • Initiated eviction proceedings when necessary according to state law guidelines.
  • Advertised vacancies through various media outlets such as newspapers, websites, social media platforms.
  • Interacted with potential renters during showings providing information about the property features.
  • Processed applications received from prospective tenants verifying credit history, employment status.
  • Negotiated rental terms with applicants ensuring that they comply with company policy standards.
  • Collected first month's rent along with security deposit prior to move-in date.
  • Reviewed existing lease documents making sure that they are up to date and compliant with local laws.
  • Participated in community events promoting the rental properties available at the location.
  • Collected monthly assessments, rental fees, deposits and payments.
  • Developed strong, professional relationships with residents by delivering exemplary service and engagement.
  • Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
  • Explained policies and procedures to tenants and enforced rules.
  • Handled resident complaints and expedited maintenance requests.
  • Settled tenant conflicts using persuasive communication skills and expert knowledge of leasing agreements.
  • Conducted tours of vacancies with prospective tenants.
  • Kept records of correspondence with residents and tenants.
  • Addressed and resolved complaints, concerns and service requirements to deliver prompt remedial action.
  • Conducted apartment tours for potential tenants and answered questions about property.
  • Oversaw daily operations, maintenance, and administration of various properties.
  • Inspected properties regularly to identify deficiencies and schedule repairs.

Residential House Manager

William Reinerth Sr
Brunswick, OH
11.2016 - 05.2021
  • Maintained records of supplies, equipment, and services purchased.
  • Inspected property regularly to ensure compliance with safety standards.
  • Managed scheduling of staff and contractors, ensuring timely completion of tasks.
  • Ensured that all areas were clean and presentable at all times.
  • Organized the storage of documents, furniture, appliances.
  • Assisted in developing policies and procedures related to residential life at the property.
  • Supervised a team of housekeepers, gardeners, and other personnel responsible for maintaining the property's upkeep and appearance.
  • Oversaw the intake and discharge processes, which included filling out paperwork, for individuals.
  • Offered positive reinforcement and taught life skills regarding chores and cooking techniques.
  • Maintained records management system to process personnel information and produce reports.
  • Recruited, hired and trained new medical and facility staff.
  • Directed, supervised and evaluated medical, clerical or maintenance personnel.
  • Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.

Direct Support Professional

TLC
Valley City, OH
10.2011 - 01.2016
  • Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
  • Facilitated social interactions between participants and their peers in the community.
  • Accompanied individuals on outings to promote independence and integration into the community.
  • Assisted in planning and implementing recreational activities for participants.
  • Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
  • Provided guidance and support to ensure safety of individuals served.
  • Instructed individuals in self-advocacy skills to increase autonomy and decision making abilities.
  • Collaborated with other staff members to develop individualized service plans for each participant.
  • Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
  • Developed relationships with families of those receiving services to ensure continuity of care.
  • Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Supervised medication administration, personal hygiene and other activities of daily living.
  • Followed care plan and directions to administer medications.
  • Assisted individuals in development of social skills to become integrated in community.
  • Assisted individuals in learning and developing new skills.
  • Tracked and reported clients' progress based on observations and conversations.
  • Assisted with planning and coordination of activities and outings based on individual needs.
  • Accompanied or transported clients to appointments, errands and social activities.
  • Documented current patient information to update vital signs, behaviors, and eating habits.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Transported clients to doctor's appointments and errands.
  • Advocated for disabled individuals to foster communication and self-expression and achieve goals.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Enhanced patient wellbeing by supporting participation in recreational activities.
  • Used approved crisis intervention techniques in emergency situations.

Customer Service Representative

NEO Accounting & Tax Services LLC
Brunswick, OH
06.2006 - 09.2011
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Customer Service Representative/Sales Associate

N/A
Middleburg Heights, OH
12.1998 - 06.2006
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Education

GED -

Brunswick High School
Brunswick, OH
03-1997

Skills

  • Team training and leadership
  • Credit card processing
  • Complaint resolution
  • Team task delegation
  • Call center experience
  • Team performance
  • Merchandise upselling
  • Refunds processing
  • Professional phone voice
  • Time management abilities
  • Problem-solving aptitude
  • Tracking complaints
  • High-energy attitude
  • Social Perceptiveness
  • Store maintenance
  • Problem-solving skills
  • In-store support
  • Upselling techniques
  • Professional telephone demeanor
  • Communication Skills
  • Multitasking
  • Service upsells
  • Telemarketing
  • Customer service excellence
  • Brand representation
  • Resourcefulness
  • Following scripts
  • Professionalism
  • Team building
  • Sales Techniques
  • Negotiation Skills
  • Adaptability
  • Customer needs assessments

Timeline

Lead Customer Service Representative

Circle K
06.2023 - Current

Assistant Property Manager

Lost Dutchman Realty
05.2021 - 06.2023

Residential House Manager

William Reinerth Sr
11.2016 - 05.2021

Direct Support Professional

TLC
10.2011 - 01.2016

Customer Service Representative

NEO Accounting & Tax Services LLC
06.2006 - 09.2011

Customer Service Representative/Sales Associate

N/A
12.1998 - 06.2006

GED -

Brunswick High School

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Danielle Day