DANIELLE KIRKLAND
Customer Service Professional
Las Vegas,NV
Summary
Responsive solution-focused professional, with broad skill set including strong customer service, software and technology, data and research and resourcefulness. Proven ability to establish and maintain excellent communication and relationships with clients. Adept in general accounting and finance transactions. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of the customer service industry.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Specialist
Zappos
Las Vegas, NV
11.2020 - Current
- Developed and implemented customer loyalty programs based on customer insights and optimization of customer data to increase customer retention and loyalty
- Resolved 300+ customer complaints per week via phone and email, consistently exceeding targets
- Achieve 97% average customer satisfaction rating to date, surpassing team goal by 12%.
Carrier Assistant
United States Postal Service
Las Vegas, NV
05.2020 - 11.2020
- Maintain professional and effective public relations with customers and others, requiring a general familiarity with postal laws, regulations, products and geography of the area
- Delivers and collects mail on foot or by vehicle under varying road and weather conditions in a prescribed area
- Led with a can-do attitude and a positive mindset.
Roadside Assistance Counselor
AAA
Newark, DE
05.2017 - 05.2018
- Assisted members, utilizing AAA maps and/or a PC based map program, to determine their breakdown location or tow destination, and to provide trip routing/mileage information during non-office hours
- Properly answer and accurately process incoming telephone calls regarding roadside and other related issues
- Propose more efficient call script to reduce average customer handling time, which was well-received and implemented by management.
Beverage Concierge
Aria Resort & Casino
Las Vegas, NV
01.2015 - 11.2015
- Prepare drinks according to Forbes standards, recommend specials, and replenish drinks as needed
- Exhibited excellent client relations by anticipating needs, establishing rapport, and catering to all guest requests
- Consistently providing prompt service, manage cash and payments, and maintain customer satisfaction.
Beverage Concierge
Station's Casino
Las Vegas, NV
05.2010 - 10.2013
- Maintained expenses below budget through accurate planning, purchasing, and cost effective bar procedures
- Provided a refined luxury guest experience, interact with patrons, and resolve service issues in a timely manner
- Managed orders and accompanying financial transactions using digital Point of Sale system.
Education
Bachelor of Arts - Business Administration
American Public University
06.2016 - 06.2020
Skills
Microsoft Office
Salesforce
Google Suite
Time Management
Adaptability
Critical thinking & problem solving
Clear Communication Skills
Active Listening
Empathy
Timeline
Customer Service Specialist
Zappos
11.2020 - Current
Carrier Assistant
United States Postal Service
05.2020 - 11.2020
Roadside Assistance Counselor
AAA
05.2017 - 05.2018
Bachelor of Arts - Business Administration
American Public University
06.2016 - 06.2020
Beverage Concierge
Aria Resort & Casino
01.2015 - 11.2015
Beverage Concierge
Station's Casino
05.2010 - 10.2013