Danielle McCalister
Oklahoma City,OK
Summary
Energetic professional successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
8
8
years of professional experience
Work History
Unit Operations Leader
City Of Oklahoma City
Oklahoma City, OK
04.2022 - Current
- Coached and mentored individuals on professional development goals.
- Facilitated collaboration between departments to ensure successful project completion.
- Developed and implemented strategies to improve team performance and productivity.
- Implemented effective communication protocols within the organization.
- Provided guidance and support to team members on operational issues.
- Established clear roles, responsibilities, expectations, timelines, and resources for team projects.
- Analyzed data to make decisions related to personnel management.
- Conducted regular meetings with staff to discuss progress, identify challenges, and develop solutions.
- Assessed team performance against established goals and objectives.
- Fostered a positive work environment by recognizing individual achievements.
- Monitored employee productivity to provide constructive feedback and coaching.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Streamlined workflow processes, reducing project completion times.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
Account Escalation Coordinator
City Of Oklahoma City
Oklahoma City , OK
01.2022 - 04.2022
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Facilitated communication between different departments in order to resolve issues quickly.
- Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.
- Resolved customer complaints in a timely manner while upholding company standards.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints or answered customers' questions.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Researched and prepared reports required by management or governmental agencies.
Customer Service Representative
City Of Oklahoma City
Oklahoma City, OK
07.2016 - 01.2022
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
High School Diploma -
Capitol Hill High School
Oklahoma City, OK05-2003
Skills
- Incidents management
- Process Improvement
- Continuous improvements
- Quality Assurance Controls
- Line Management
- Recruitment and hiring
- Operations Management
- Staff Management
- Employee Motivation
- Policy Enforcement
- Project Management
- Goal-Oriented
- Training and mentoring
- Effective Communication
- Organizational Skills
- Written Communication
- Time Management
- Teamwork and Collaboration
- Analytical Skills
- Problem-Solving
Timeline
Unit Operations Leader
City Of Oklahoma City
04.2022 - Current
Account Escalation Coordinator
City Of Oklahoma City
01.2022 - 04.2022
Customer Service Representative
City Of Oklahoma City
07.2016 - 01.2022
High School Diploma -
Capitol Hill High School