Danielle Nance
Carrollton,TX
Summary
Proven track record of enhancing GSOC operations at Samsung through advanced monitoring techniques and the implementation of SAP FICO tools. Excelled in high-stress customer service roles at FedEx, demonstrating exceptional problem-solving abilities and professional communication. Skilled in vulnerability assessment and active listening, consistently improving efficiency and customer satisfaction.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
GSOC Operator
Samsung
08.2021 - Current
- Enhanced GSOC operations by implementing advanced monitoring techniques and tools.
- Optimized response times to security incidents through effective communication and coordination with team members.
- Streamlined processes for incident management, improving overall efficiency and performance.
- Developed comprehensive training materials for new operators, ensuring consistent protocol adherence across the team.
- Maintained accurate records of all security incidents, utilizing information for future risk assessments and mitigation strategies.
- Participated in regular security audits, identifying areas for improvement and implementing necessary changes.
- Monitored CCTV cameras and alarm systems for security breaches.
- Enhanced financial reporting accuracy by streamlining and automating data entry processes.
- Managed significant incident reports and data entry for complex.
- Expedited project completion by consistently meeting or exceeding data entry quotas and deadlines.
- Minimized manual system errors with streamlined data entry process.
- Streamlined accounting procedures by automating financial data entry using SAP FICO tools.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Delivered prompt service to prioritize customer needs.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Trained new personnel regarding company operations, policies and services.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Tracked customer service cases and updated service software with customer information.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Learned and adapted quickly to new technology and software applications.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted in the successful migration from legacy systems to SAP, minimizing downtime during transition periods.
- Delivered presentations on best practices in utilizing SAP tools, enhancing overall user competency levels within organizations.
- Spearheaded multiple SAP migrations, ensuring smooth transitions and minimal disruption to business processes.
- Collaborated with cross-functional teams to ensure seamless integration of SAP systems.
- Initiated customer pricing changes in SAP system.
Customer Service Representative
FedEx
05.2018 - 03.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
NTJC
1701 N Church St, McKinney, TX 7506902.2014
Skills
Vulnerability Assessment
Identity and Access Management
Incident Response Management
Network Security Protocols
Data Privacy Regulations
Disaster Recovery Planning
IT Infrastructure Understanding
Customer Service
Attentive and Observant
CCTV Monitoring
Data Entry
First Aid Certified
CPR Certified
Data Entry and Recording
Data entry knowledge
Accurate data entry
Data Entry and Analysis
Data Entry Standards Knowledge
Problem-solving abilities
Active Listening
Critical Thinking
Customer Relations
Problem Resolution
Call center experience
Microsoft Excel
Client Relations
Customer satisfaction measurement
Professional telephone demeanor
Call Center Operations
Microsoft Outlook
Follow-up skills
Timeline
GSOC Operator
Samsung
08.2021 - Current
Customer Service Representative
FedEx
05.2018 - 03.2021
High School Diploma -
NTJC