Danielle L Pender
Jacksonville,FL
Summary
Highly skilled and responsible Customer Service Manager with 17 years of experience in leading and managing a team of customer service representatives to achieve a well-organized team. Maintaining a concentrated skill set in communication, customer care, productivity and crisis analysis. Aiming to use my proven skills to effectively fill a role in your company.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Customized Distribution LLC
Jacksonville, Florida
10.2023 - Current
- Managed a staff of 15, consisting of supervisors; account coordinators, credit specialist; and customer service representatives
- Established department standards and procedures
- Reporting of departmental data to upper management
- Collaborate with other departments to achieve organizational goals
- Conduct performance reviews of subordinates
- Ensure policies and procedures were adhered to, including disciplinary actions
- Interviewed; hired and terminated customer service staff as needed
Customer Service Supervisor
Customized Distribution LLC
Jacksonville, Florida
04.2022 - 10.2023
- Hire and onboard new Customer Service representative and Account coordinators
- Create customer service processes and procedures
- Evaluated phone, and email conversations
- Investigating customer service issues as needed
- Ensure all communication received was addressed in a timely manner
- Strong interpersonal skills
- Demonstrate strong problem-solving and analytical skills
International Export Coordinator
Customized Distribution LLC
Jacksonville, Florida
05.2021 - 04.2022
- Keep an open line of communication with the customers and third-party freight forwarder
- Prepared required shipping documents, translation labels and certificates for international shipments
- Work with USDA Inspectors to ensure documents follow countries requirement
- Build, cultivate and maintain positive relationships internally with departments and externally with outside resources
Senior Acct Lead/Acct. Coordinator
Customized Distribution LLC
Jacksonville, Florida
06.2008 - 05.2021
- Managed 830+ Popeyes locations
- Completed tasks by required deadlines
- Provide daily assistance to a staff of 10 reps with their day-to-day needs to ensure daily tasks are accomplished
- Effectively and efficiently assist customers while managing a wide variety of customer service and administrative tasks to resolve customer issues while communicating results for Customer issues in a timely manner
Customer Service Representative
Customized Distribution LLC
Jacksonville, Florida
12.2007 - 06.2008
- Handled 65 + calls daily
- Provide customer service with a one call resolution in a high-volume call center
Education
High school or equivalent -
Orange Park High School
Skills
- Time management
- Organization
- Employee Satisfaction
- Problem solving
- Handling Escalations
- Oral and written communication
- Active listening skills
- Teamwork
- Fully train new employees
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft Teams
- VAI System
- ADP Workforce
- Samsara
- BFC
References
Furnished open request.
Accomplishments
- cdi All Star - 3rd Quarter 2011
- cdi All Star - 3rd Quarter 2014
- cdi All Star - 4th Quarter 2015
- cdi All Star - 2nd Quarter 2019
Timeline
Customer Service Manager
Customized Distribution LLC
10.2023 - Current
Customer Service Supervisor
Customized Distribution LLC
04.2022 - 10.2023
International Export Coordinator
Customized Distribution LLC
05.2021 - 04.2022
Senior Acct Lead/Acct. Coordinator
Customized Distribution LLC
06.2008 - 05.2021
Customer Service Representative
Customized Distribution LLC
12.2007 - 06.2008
High school or equivalent -
Orange Park High School
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