Danielle Simpson
Los Angeles,CA
Summary
Dedicated and results-oriented CS professional with over 10 years of experience in team leadership and operational excellence. After a career break (2023-2025) to provide caregiving support, I am eager to leverage my skills in communication, problem-solving, and team development to enhance customer satisfaction and drive performance in a dynamic CX environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Social Media Manager
Angela's Miracle Beauty
06.2020 - 07.2023
- Established online brand persona, identity, and communication style.
- Boosted engagement and follower growth by over 86% across social media channels.
- Curated and created engaging content across all social platforms to build brand awareness and drive customer engagement.
- Managed content calendars, ensuring that posts are timely, relevant, and aligned with our brand voice, while also adapting content to meet the unique needs of each platform.
- Monitored and responded to comments and messages, maintained a positive brand image and fostered a strong online community.
- Leveraged data-driven insights to track engagement, identify trends, and adjust strategies to optimize performance.
- Developed campaigns to align with company growth goals.
Care Supervisor
Clutter
08.2018 - 03.2020
- Promoted to Care Supervisor within a year due to consistently top-tier performance, strong customer satisfaction scores, and a proactive approach to solving problems.
- Managed a CX team of 30+, instilling values of empathy, accountability, and ongoing enhancement.
- Coached and mentored team members, providing ongoing training and regular feedback to ensure we deliver high-quality, efficient support.
- Offered hands-on support to team by managing high-level escalations and handling high-priority tickets to stay close to our customers’ needs.
- Collaborated with leadership to refine internal processes, implement new support tools, and use customer feedback to influence product and service improvements.
- Collaborated with product, engineering, and marketing teams to maintain a unified customer experience.
- Scaled support function while maintaining personal touch that defines support culture.
- Developed individualized care plans to address client needs and improve overall service quality.
- Implemented tracking systems for client progress, ensuring timely interventions and support adjustments.
- Coordinated on-site logistics tasks in Operational Care before being promoted.
Sr. Concierge
Silvercar
10.2013 - 07.2017
- Supported operations as Senior Concierge within a fast-paced car rental technology company.
- Served as a high-touch point of contact for our most valued customers, ensuring a seamless and personalized rental experience from booking to return.
- Managed complex itineraries, last-minute changes, and special requests with efficiency and empathy, while maintaining deep knowledge of our platform, vehicle options, and service areas. In addition to handling VIP-level support and escalations, acted as a mentor and resource for junior concierge team members, helping onboard new hires and sharing best practices for customer engagement and problem-solving.
- Worked closely with operations, logistics, and product teams to resolve service issues, streamline handoff processes, and identify opportunities to enhance the end-to-end customer journey.
- Contributed feedback based on customer insights to enhance mobile app, reservation systems, and service policies.
Education
Bachelor of Arts - Mass Communications
California State University
Los AngelesSkills
- Social Media Marketing and Strategy
- Project management
- Team management
- Coaching and mentoring
- Photo and video editing
- Content creation
- Critical thinking
- Problem-solving
- Attention to detail
- Audience engagement
LANGUAGES
Spanish- Proficient
French- Basic
Portuguese- Basic
CONTACT
- Simpson.Danielle@rocketmail.com
- (510)258-8734
Certification
Google Marketing and E-commerce
Timeline
Social Media Manager
Angela's Miracle Beauty
06.2020 - 07.2023
Care Supervisor
Clutter
08.2018 - 03.2020
Sr. Concierge
Silvercar
10.2013 - 07.2017
Bachelor of Arts - Mass Communications
California State University