Danielle Heard
Romeoville,IL
Summary
Customer-obsessed support professional looking to use my problem-solving skills to deliver swift resolutions for customers. Passionate about building customer relationships, and increasing revenue for employer.
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Customer Solutions Coordinator
McCain Foods USA
11.2021 - Current
- Manager of 100 accounts
- Work B2B to ensure orders are processed through SAP
- Email/phone communication for order changes
- Training of new employees.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Communicated professionally with colleagues, freelancers and clients.
Loan Servicing Representative
Alliant Credit Union
08.2022 - 12.2022
- Residential Loan Servicing
- Alliant Credit Union -Responsible for working on a team of 6 copying and merging mortgage files into another database
- Great deal of detail included in copying and merging files.
- Worked flexible hours across night, weekend and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Drove operational improvements which resulted in savings and improved profit margins.
- Improved operations through consistent hard work and dedication.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Customer Support Representative
3C Payment
12.2019 - 11.2021
- 3C Payment -Technical support for hotels and business with credit card terminals
- Responsible for logging into their computer server and repairing any issues
- Managing daily reports to ensure are customers were running successfully.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Education
High School Diploma - General Studies
Bolingbrook High School
08.2006 - 06.2010
Skills
Microsoft excel and word expertundefined
Timeline
Loan Servicing Representative
Alliant Credit Union
08.2022 - 12.2022
Customer Solutions Coordinator
McCain Foods USA
11.2021 - Current
Customer Support Representative
3C Payment
12.2019 - 11.2021
High School Diploma - General Studies
Bolingbrook High School
08.2006 - 06.2010
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