Danielle Palaza
Lake Worth,FL
Summary
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Overview
7
7
years of professional experience
Work History
Customer Experience Associate
The Farmer's Dog
10.2024 - Current
- Delivered exceptional customer service through inbound phone contacts, email, text and live chat.
- Resolved customer issues with a high degree of empathy while building value in products.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Provided service with a human touch to each and every customer helped.
- Ability to de-escalate unhappy customers and turn them into advocates.
- Thrived on going above and beyond for people and treating each customer conversation as unique.
- Operated with ownership, self-starting, with a strong attention to detail.
General Manager
Sanctuary Medicinals
01.2024 - 07.2024
- Managed a diverse team, fostering a positive work environment and high employee satisfaction.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Assistant General Manager
Verano Holdings
12.2021 - 01.2024
- Hired, trained and supervised employees to maintain team of high performers.
- Improved patient experience by implementing efficient dispensary operations and enhancing customer service.
- Established performance metrics for staff members, fostering accountability and driving continual improvement in service levels.
- Optimized employee scheduling to maintain adequate coverage in high volume, versatile environments.
- Facilitated regular team meetings to discuss operational updates, share information about new products or promotions, and foster open communication among staff members.
- Managed daily cash reconciliations, ensuring accuracy and eliminating discrepancies in financial reporting.
- Coordinated special events at the dispensary, drawing in new clientele while offering existing customers unique experiences related to cannabis education or entertainment activities.
- Implemented educational programs for staff, increasing product knowledge and enhancing overall customer experience.
- Reduced wait times for customers by implementing a streamlined check-in process and improving workflow efficiency.
- Streamlined inventory management through diligent tracking and ordering of medical products.
- Enforced adherence with HIPAA regulations and other relevant laws and regulations to maintain compliance.
Delivery Experience Specialist
AltMed Florida
08.2020 - 12.2021
- Maintained detailed records regarding each delivery transaction, ensuring accurate invoicing and facilitating quick issue resolution when needed.
- Resolved complex logistics issues swiftly, avoiding potential delays in product deliveries while maintaining high-quality customer experiences.
- Strengthened company reputation through exceptional customer service, consistently exceeding expectations during delivery experiences.
- Reduced delivery errors by implementing efficient route planning and scheduling techniques.
- Increased delivery efficiency by optimizing vehicle maintenance schedules and minimizing downtime.
- Monitored driver performance using GPS tracking tools, providing constructive feedback on time management and route optimization strategies.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Inspected and maintained delivery vehicles regularly to keep in safe working order.
Transaction Coordinator
Keller Williams
10.2018 - 03.2020
- Collaborated with escrow officers, title companies, inspectors, appraisers, attorneys, and other professionals to address any issues or discrepancies that arose during transactions.
- Streamlined real estate transactions by efficiently managing documentation and communication between all parties involved.
- Continually developed professional knowledge and skills by attending industry events, workshops, and training sessions to stay current on best practices and emerging trends within the real estate market.
- Managed multiple concurrent transactions with exceptional organization skills, ensuring deadlines were met and clients were updated regularly.
- Expedited closings by coordinating efforts between buyers, sellers, lenders, and agents to ensure timely completion of necessary tasks.
- Coordinated inspections, appraisals, repairs, and other pre-closing requirements efficiently within specified timeframes.
- Assisted with the creation of marketing materials, including flyers and brochures, to effectively showcase properties for sale.
Education
Certificate - Hospitality And Tourism Management
Florida Atlantic University
Boca Raton, FL03-2020
Musical Theater
A.W. Dreyfoos School of Arts And Sciences
West Palm Beach, FL05-2013
Skills
- Customer service expert
- Specialized outreach event planning
- Effective schedule management
- Talent Aquisition, Interviewing and Hiring
- Marketing (Social media, Designing material/content)
- Teamwork and collaboration (Team building, Reviews, Education)
- Strong written and verbal communication
- Team leadership (Leading a high volume team of 12-15 people)
- Adaptability and flexibility
- Proficient in CRM software
- Ongoing learner of Spanish, Italian, and Japanese
- Certified notary public
Languages
Spanish
Limited Working
Italian
Limited Working
Japanese
Limited Working
English
Native or Bilingual
Interests
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Documenting and sharing travel experiences
- Adventure Travel
- Music
- Acting and Theater
- Creative Writing
- Photography
- Cooking
- Baking
- Gym Workouts
- Spending time with animals
Timeline
Customer Experience Associate
The Farmer's Dog
10.2024 - Current
General Manager
Sanctuary Medicinals
01.2024 - 07.2024
Assistant General Manager
Verano Holdings
12.2021 - 01.2024
Delivery Experience Specialist
AltMed Florida
08.2020 - 12.2021
Transaction Coordinator
Keller Williams
10.2018 - 03.2020
Certificate - Hospitality And Tourism Management
Florida Atlantic University
Musical Theater
A.W. Dreyfoos School of Arts And Sciences
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