Danielle Fields
Edgewater ,NJ
Summary
Dedicated and results-driven Customer Service Manager and Specialist with extensive experience in delivering exceptional customer service. Seeking to leverage proven leadership skills and a track record of improving customer satisfaction to drive success in a dynamic organization.
Overview
15
15
years of professional experience
Work History
Customer Support Manager
The Whitening House
Edgewater, NJ
01.2021 - Current
- Resolved customer inquiries and complaints promptly.
- Developed customer service policies and procedures.
- Streamlined customer feedback processes, leading to a 15% reduction in customer complaints within six months.
- Performed quality assurance checks on customer service representatives' work output.
- Analyzed trends in customer behavior to identify opportunities for improvement in the customer experience.
- Identified potential areas for process optimization within the department's operations leading to an increase in sales and client retention.
- Reconciled pricing and database issues resulting in hundreds in savings overall.
- Negotiated and reviewed contracts, rates, and terms with current facilities and suppliers.
Customer Support Specialist
Ship Any Car
Fort Lee, NJ
02.2009 - 05.2020
- Resolved an average of 50 customer inquiries per day, maintaining a customer satisfaction rate of 95%
- Investigated customer complaints regarding product quality or service rendered.
- Created detailed reports on customer feedback for management review.
- Ensured customer satisfaction through effective communication skills and problem-resolution techniques.
- Set up and activated customer accounts.
- Performed regular follow-up calls to check on customer satisfaction levels.
- Recognized for consistently exceeding monthly performance targets, leading to a 10% increase in customer retention.
Education
Some College (No Degree) - Communications
St. Pauls College
Lawrenceville, VASkills
- Customer Management Procedures Knowledge
- Effective Workflow Management
- Customer Service Background
- Conflict Resolution
- Excellent Communication and Interpersonal Skills
- CRM Software Proficiency
- Excel/Microsoft/Workspace Proficient
- Strong Organizational and Time Management Skills
- Multitasker
- Analytical Mindset with Ability to interpret data and make data-driven decisions
Timeline
Customer Support Manager
The Whitening House
01.2021 - Current
Customer Support Specialist
Ship Any Car
02.2009 - 05.2020
Some College (No Degree) - Communications
St. Pauls College