Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Danielle Draper

Buffalo,NY

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Overview

19
19
years of professional experience

Work History

Customer Representative

Verizon Communications Inc
Buffalo, NY
05.2014 - Current
  • Deliver an exceptional customer service experience, resolve issues, and share benefits of additional Verizon services. Recognized for being positive, intuitive, and customer-centric.
  • Respond to customer inquiries and resolve issues in a timely manner, resulting in a 100% Verizon Customer Experience Survey score.
  • Maintain accurate customer account records and update accounts when necessary to ensure effective communication and follow-up.
  • Develop customer loyalty and identify opportunities to increase sales revenue.

Customer Service Representative

U.S Small Business Administration
Buffalo, NY
10.2005 - 01.2014
  • Assist disaster victims recover from natural disasters and rebuild their lives, by providing affordable, timely, and accessible financial assistance to homeowners, renters, and businesses.
  • Completed special projects, ensuring that the results are consistent with and in support of the SBA's goals and objectives.
  • Provided prompt, accurate, and courteous responses to inquiries from internal and external customers. Properly utilize systems such as Pay.Gov, DCMS, Nemis, and PQMD, and other system resources to determine loan application status information for disaster loan victims.
  • Assisted applicants with completing The ELA(Electronic Loan Application). This involved providing instructions on where to access the application online, and if locked out of the online account, what was required to log back in.
  • Instrumental in mentoring new call center agents, screening outgoing correspondence to new applicants.

Small Business Specialist

HSBC Bank
Buffalo, NY
02.2007 - 08.2008
  • Answered business customers' inquiries about their existing deposit or credit accounts.
  • Developed, maintained, and expanded relationships with small business customers.
  • Utilized cross-sell techniques to expand customer relationships.
  • Developed relationships with attorneys, accountants, and influential community members to identify prospects for new business opportunities.
  • Acted as a business Internet banking representative for business customers that required assistance navigating through the internet, first-time users, and solving all technical issues.
  • Handles more complex inquiries and acted as a coaching information resource for less experienced associates.

Education

High School Diploma -

Bennett High School
Buffalo, NY
09-1993

Skills

  • Develop Highly empathetic customer relationships and continuously earn reputation by exceeding service standard goals
  • respond to customer request,offering excellent support and tailored recommendations to address customer needs
  • promote superior experience by addressing customer concerns,demonstrating empathy and resolving problems promptly
  • improve sales abilities and product knowledge on a continues basis to provide optimal customer service and achieve quotas
  • Listen to customers questions and concerns and provide answers or responses
  • Provide information about product and services
  • Take orders,calculate charges,and process billing or payments
  • Review or make changes to customer accounts

References

References available upon request.

Timeline

Customer Representative

Verizon Communications Inc
05.2014 - Current

Small Business Specialist

HSBC Bank
02.2007 - 08.2008

Customer Service Representative

U.S Small Business Administration
10.2005 - 01.2014

High School Diploma -

Bennett High School

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Danielle Draper