Danielle Goins
Customer Service Representative
Lithonia,GA
Summary
Customer-savvy CSR accustomed to demanding work with little downtime. Dedicated team player with demonstrated training and problem-solving abilities. Excellent interpersonal and time management skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Bartender
PhaseNext Hospitality
Atlanta, GA
08.2015 - Current
- Crafted special drink and cocktail menu items for seasonal offerings.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Developed new signature cocktails to support bar marketing brand and increase profits by 50%.
- Recruited and trained new bartenders and barbacks to help maintain talented team.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
Customer Experience Specialist
Delta
Atlanta, Georgia
11.2021 - 05.2022
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Exhibited high energy and professionalism when dealing with clients and staff.
Supervisor
Minute Suites
Atlanta, Georgia
01.2016 - 10.2021
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Conducted routine inspections to check quality and compliance with established specifications.
- Streamlined operations to improve process efficiency.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Conducted employee evaluations to provide feedback and set expectations for future job performance.
- Set overall vision and provided team leadership.
Education
High School Diploma -
Southwest Dekalb High School
Decatur, GA 08.2004 - 05.2008
Skills
Sales expertise
Performance improvement
Hospitality service expertise
Handling difficult customers
Engaging personality
Clear and effective communication
Attending multiple customers
Timeline
Customer Experience Specialist
Delta
11.2021 - 05.2022
Supervisor
Minute Suites
01.2016 - 10.2021
Bartender
PhaseNext Hospitality
08.2015 - Current
High School Diploma -
Southwest Dekalb High School
08.2004 - 05.2008