Danielle Ivey
Frisco
Summary
Client-focused and detail-oriented customer service professional with 5+ years of experience supporting clients in financial and legal service environments. Proven success in resolving complex client inquiries, managing cross-departmental communications, and improving operational workflows. Adept at building strong, trust-based relationships, handling escalations, and supporting business process improvements. Fast learner with a strong aptitude for mastering new systems, ensuring accuracy, and delivering consistent, high-quality service in dynamic, compliance-driven settings.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Eagle Estate Services
08.2020 - Current
- Acted as primary point of contact for clients, coordinating with Estate Attorneys and Financial Advisors to support high-value estate planning needs.
- Resolved operational and payment inquiries by collaborating with accounting and legal departments, ensuring compliance and timely resolutions.
- Managed sensitive financial data using Microsoft Excel and internal databases, maintaining high accuracy and security protocols.
- Led customer issue resolution across phone, email, and web chat channels, consistently exceeding a 60-call/day quota with quality standards.
- Contributed to business process improvements and trained new hires to enhance team efficiency and service delivery.
- Participated in cross-team communication initiatives to improve workflow between customer support, accounting, and legal departments.
Front Desk Administrator & Key Holder
Sharkeys Cuts for Kids
07.2016 - 07.2020
- Managed client appointment scheduling, payment processing, and inventory control.
- Responded to customer inquiries and provided administrative support to salon leadership.
- Maintained confidentiality of client information and ensured compliance with operational protocols.
- Collaborated with leadership to improve customer service workflows and meet monthly performance targets.
Wait Staff Member
Stonebriar Country Club
09.2012 - 05.2016
- Developed and honed skills in client communication, complaint resolution, scheduling, point-of-sale systems, and staff training.
- Delivered exceptional customer service in a high-end hospitality environment.
- Maintained accurate records of guest preferences to enhance repeat customer experiences.
Education
Associate of Arts - Child Development
Brookhaven College
Dallas, TX01-2017
Skills
- Microsoft 365 (Excel, Outlook, Teams, Word)
- CRM & ticketing systems
- Data entry & reporting
- Live chat, phone & email support
- Document handling & secure communications
- Payment Resolution & Data Integrity
- Client Relationship Management
- Escalation Management
Accomplishments
Employee of the Year 2024 - Eagle Estate Services
Timeline
Customer Service Representative
Eagle Estate Services
08.2020 - Current
Front Desk Administrator & Key Holder
Sharkeys Cuts for Kids
07.2016 - 07.2020
Wait Staff Member
Stonebriar Country Club
09.2012 - 05.2016
Associate of Arts - Child Development
Brookhaven College
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