Danielle Hoffman
Deltona,FL
Summary
Experienced Operations Customer Service Supervisor bringing three years of quality performance in a customer support supervisory role. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
18
18
years of professional experience
Work History
VAD Operations Supervisor- Customer Service
Abbott/Acelis Connected Health
11.2021 - Current
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Managed internal operational standards and productivity targets.
- Improved operational efficiency by streamlining processes.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
- Approved timecards for payroll processing for twenty employees.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
VADWatch Telemonitoring Support Specialist
Abbott/Acelis Connected Health
10.2017 - 10.2021
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Provided feedback to the technology team on customer needs and issues for enhancements.
- Assisted with regular team meetings
- Handled day-to-day customer contact via phones and emails.
- Maintained customer accounts by recording account information.
Testing Services Representative
Alere Home Monitoring
12.2008 - 10.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Fostered a positive work environment by actively participating in team-building activities and promoting open communication between colleagues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated account information to maintain customer records.
- Processed supply orders promptly to increase customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Administrative Assistant/Receptionist
American Lung Association
02.2008 - 12.2008
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Coordinated and planned non-profit events
Office Manager
American Drug Free Workplace
03.2006 - 02.2007
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Conducted on-site random employee drug tests for local businesses.
- Maintained computer and physical filing systems.
- Conducted regular inventory assessments of office supplies.
- Coordinated special projects and managed schedules.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly
Education
High School Diploma -
Olympic Heights High School
Boca Raton, FL05.2004
Associate of Arts - Culinary Arts
Johnson & Wales University - Charlotte
Charlotte, NC2006
Skills
- Customer Service Management
- De-Escalation Techniques
- Excellent time management skills
- Problem-Solving
- Call Center Management
- Complaint & Issue Handling
- Decision-Making
- Staff Development and Training
- Policy Enforcement
- Team Building and Leadership
- Leading Team Meetings
- Inter-department collaboration
- New Hire Training
- Performance Evaluations
- Proficient in SalesForce
- Microsoft Outlook, Word, Powerpoint and Excel
Timeline
VAD Operations Supervisor- Customer Service
Abbott/Acelis Connected Health
11.2021 - Current
VADWatch Telemonitoring Support Specialist
Abbott/Acelis Connected Health
10.2017 - 10.2021
Testing Services Representative
Alere Home Monitoring
12.2008 - 10.2017
Administrative Assistant/Receptionist
American Lung Association
02.2008 - 12.2008
Office Manager
American Drug Free Workplace
03.2006 - 02.2007
High School Diploma -
Olympic Heights High School
Associate of Arts - Culinary Arts
Johnson & Wales University - Charlotte
Similar Profiles
Syene IngramSyene Ingram
Customer Service Representative at GTT, LLC-Abbott Labs/Acelis Connected HealthCustomer Service Representative at GTT, LLC-Abbott Labs/Acelis Connected Health
Leticia RiosLeticia Rios
Customers Benefits at Acelis Connected Health/AbbottCustomers Benefits at Acelis Connected Health/Abbott
Caitlin KrimbelCaitlin Krimbel
Medical Receptionist at Connected HealthMedical Receptionist at Connected Health