DANIELLE SIKORA
Olympia
Summary
Customer-focused Support and Retention Specialist with extensive experience managing client relationships, resolving complex service issues, driving revenue through cross-selling, and supporting high-volume customer operations. Proven ability to build trust, navigate customer concerns, and deliver personalized solutions that increase customer satisfaction and retention. Experienced in retail operations, account management, customer service recovery, and process improvement, with strong attention to detail and a commitment to delivering exceptional customer experiences. Skilled at balancing service excellence with business objectives in fast-paced, metrics-driven environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Retention Specialist
Farmers Insurance
Dallas
10.2025 - Current
- Retain policyholders by proactively identifying concerns and delivering customized solutions that improve customer satisfaction and loyalty.
- Manage inbound and outbound customer communications regarding policy cancellations, billing concerns, coverage options, and account changes.
- Cross-sell insurance products and coverage enhancements by identifying customer needs and recommending appropriate solutions.
- Take ownership of customer escalations and service recovery situations, ensuring timely resolution and positive customer outcomes.
- Maintain accurate account documentation and customer records while meeting productivity, quality, and compliance standards.
- Collaborate with internal departments to resolve complex customer issues and improve the overall customer experience.
Senior Customer Service Agent
GEICO
Richardson
05.2025 - 10.2025
- Provided exceptional service to policyholders by resolving account inquiries and processing policy updates.
- Managed high-volume inbound and outbound communications regarding coverage options, billing arrangements, and account maintenance.
- Built customer trust through effective problem-solving and personalized service.
- Maintained strict compliance standards while handling sensitive customer information.
- Consistently delivered accurate documentation and account management support.
Mortgage Analyst
Astoria Crossing
Crowley
07.2024 - 05.2025
- Reviewed borrower documentation to determine eligibility and evaluate financial hardship situations.
- Presented mitigation options and guided clients through available solutions.
- Maintained accurate servicing records and ensured adherence to regulatory guidelines.
- Managed detailed documentation and workflow processes with a high degree of accuracy.
- Supported positive customer outcomes through proactive communication and personalized guidance.
Assistant Manager
Vu's Custom Clothier
08.2023 - 07.2024
- Led and trained team members to improve customer engagement, service quality, and sales performance.
- Supported daily retail operations, inventory management, and vendor relationships.
- Implemented merchandising strategies that increased customer traffic and revenue opportunities.
- Resolved customer concerns and maintained high levels of client satisfaction.
- Assisted with operational improvements to support business growth and efficiency.
Customer Service Representative
Progressive Insurance
01.2021 - 01.2022
- Managed inbound and outbound customer interactions regarding policies, billing, account inquiries, and coverage information.
- Delivered timely and professional solutions to customer concerns while maintaining service quality standards.
- Ensured accurate account documentation and regulatory compliance.
- Built strong customer relationships through attentive service and problem resolution.
Department Manager
Nordstrom, Inc.
Dallas
10.2011 - 08.2020
- Managed daily retail operations, enhancing customer experiences and driving operational excellence.
- Trained and mentored employees on customer engagement and sales techniques, improving service standards.
- Resolved customer concerns and service issues with a focus on retention and long-term relationship building.
- Developed process improvements that increased operational efficiency and contributed to an 18% sales increase.
- Managed inventory, merchandising, scheduling, and cross-functional coordination to support business goals.
- Held accountability for department performance and customer satisfaction, ensuring operational compliance.
Education
High School Diploma -
Skills
- Customer Retention & Relationship Management
- Cross-Selling & Revenue Growth
- Account management
- CRM Management (Salesforce, HubSpot & Guidewire)
- Customer Service Recovery & Conflict Resolution
- Inbound & Outbound Communications
- Excel Reporting & Data Accuracy
- Process Documentation & Workflow Improvement
- Retail Operations & Merchandising
- Regulatory compliance
- Time Management & Multitasking
- Written & Verbal Communication
- Cross-Functional Collaboration
- Office & Google tools
Certification
- Texas Real Estate License, Champions School of Real Estate
- Texas Property & Casualty General Lines License
Timeline
Customer Retention Specialist
Farmers Insurance
10.2025 - Current
Senior Customer Service Agent
GEICO
05.2025 - 10.2025
Mortgage Analyst
Astoria Crossing
07.2024 - 05.2025
Assistant Manager
Vu's Custom Clothier
08.2023 - 07.2024
Customer Service Representative
Progressive Insurance
01.2021 - 01.2022
Department Manager
Nordstrom, Inc.
10.2011 - 08.2020