Danielle Ellison
Manchester,CT
Summary
Experienced associate who brings 15+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Customer Care Representative
Waste Management
12.2021 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed supplier deliveries around client needs to increase client retention.
Claims Service Specialist
CareCentrix
02.2019 - 03.2020
- Worked productively in fast-moving work environment to process large volumes of claims.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
- Followed up with customers on unresolved issues.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
Home Service Specialist
Bank Of America
06.2006 - 01.2019
- Provided customer support via phone to internal and external customers.
- Facilitated team meetings and training sessions to stay informed about product updates and changes.
- Facilitated new hire training both in classroom and on production floor.
- Assisted customers via phone contact with status of applications for home equity loans and lines of credit.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained and managed customer files and databases.
Education
High School Diploma -
AI Prince Tech
Hartford, CT06.2002
Skills
- Customer Database Management
- Problem Resolution
- Product Education
- Training and Development
- Document and Records Management
- Financial Transactions
- Customer Data Confidentiality
- Call Volume and Quality Metrics
- Multi-line phone talent
Learning other languages
Intermediate knowledge of American Sign Language.
Interested in learning Spanish.
Languages
English
Native or Bilingual
Timeline
Customer Care Representative
Waste Management
12.2021 - Current
Claims Service Specialist
CareCentrix
02.2019 - 03.2020
Home Service Specialist
Bank Of America
06.2006 - 01.2019
High School Diploma -
AI Prince Tech