Danielle Streb
Saint Louis,MO
Summary
Dedicated professional known for high standards and consistent results. Extensive experience in identifying and resolving quality issues to maintain top-tier service standards. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Quality Assurance Specialist, Tier 3
Block Inc. - Square
10.2021 - Current
- Perform 325+ reviews monthly of seller contacts, analyze trends across international phone support for organization-wide support
- Utilize a deep product and policy knowledge to uphold quality standards for support for phone, messaging, and email interactions for a team of 1000+ CS advocates
- Document and recognize coachable practices to deliver feedback to management and partner with Learning and Development teams to point out training gaps and help others to provide quality support that aligns with Block's brand
- Manage QA and developed rubric for Global Seller Onboarding program, completing 100% of reviews for data migration tasks
- Audit AI implementations for Customer Success Advocate workflow
- Conduct regular data and process audits to ensure data accuracy, data quality, and identify potential process improvements in data flow
- Prioritize, monitor, and report compliance and policy adherence for the Customer Success Team
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
Advanced Support Specialist, Tier 2
Block Inc. - Square
10.2020 - 10.2021
- Supported the Advanced Support team as the Restaurants software DRI by delivering product updates directly to a team of 25+ specialists
- Partnered with product managers to fill knowledge gaps, address feature requests, and discuss product roadmaps
- Worked with 5+ advocates at a time during seller interactions and facilitated real-time training to effectively handle incoming inquiries
- Acted as the point of contact for Manager Escalations for CS, fielding 300+ inquiries monthly, addressing issues in quality of support, issues with policy, and handling inquiries for Strategic merchants
- Collaborated with Account Managers and Executives with inquiries from their assigned accounts
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
Customer Success Advocate, Restaurants + Hardware
Block Inc. - Square
06.2019 - 10.2020
- Interacted with 3000+ Priority and Specialty sellers on a monthly basis via phone and email
- Quickly resolved cases by providing digestible resources and information in a timely manner directly to sellers
- Educated sellers on how Square products can help them run and grow their businesses, regardless of size, tailoring support based on their individual needs
- Helped to analyze issues sellers may have and suggested ways that we can improve both products and processes
- Regularly exceeded call metric objectives - received awards for CS Top Performer in 2019 and 2020
- Organized bi-weekly team Stand-Ups and Team Syncs
- Partnered with L&D and QA regularly to address any issues in training or policy ambiguity
Case Manager
UMSL - Center for Behavioral Health
08.2018 - 06.2019
- Co-managed and enforced call analysis program to ensure policy and HIPAA compliance and to maintain grant eligibility and client confidentiality
- Developed, implemented, and managed training program for newly hired intake specialists
- Assisted in hiring and onboarding through hosting interviews, campus recruiting at the University of Missouri, tracking candidate progress, and partnering with HR to maintain, organize, and streamline record-keeping used for performance audits
- Developed treatment plans for clients by analyzing the client's needs and any significant barriers to the client's services, handling and exceeding a quota of 600 individual cases monthly
- Referred clients to appropriate treatment centers and coordinated calls between different mental health agencies
- Participated in community outreach events by inquiring about resources in the area, marketing towards prospective clients, and establishing contact with agency coordinators to identify prospective mental health programs in the area
Intake Specialist
UMSL - Center for Behavioral Health
10.2016 - 08.2018
- Conducted intake interviews to determine client needs for psychological assessments, worked in coordination with staff at separate agencies to ensure that the mental health concerns of clients were being met
- Assisted clients in person and over the phone with completing documents required for assessment
- Collected and compiled client information and helped with various administrative tasks such as receptionist duties, filing, and organization of psychological measures
Teller
Eagle Bank & Trust
04.2014 - 08.2015
Teller
Southern Commercial Bank
05.2012 - 01.2014
Education
BA - Psychology
University of Missouri
Saint Louis, MO01.2018
Skills
- Salesforce Service Cloud
- JIRA
- Google Workspace
- MS Office Suite
- Data Analysis
- Internal Audits
- Establishing and Enforcing Policy
- Relationship Building
- Detail Oriented
- Team Collaboration
Timeline
Quality Assurance Specialist, Tier 3
Block Inc. - Square
10.2021 - Current
Advanced Support Specialist, Tier 2
Block Inc. - Square
10.2020 - 10.2021
Customer Success Advocate, Restaurants + Hardware
Block Inc. - Square
06.2019 - 10.2020
Case Manager
UMSL - Center for Behavioral Health
08.2018 - 06.2019
Intake Specialist
UMSL - Center for Behavioral Health
10.2016 - 08.2018
Teller
Eagle Bank & Trust
04.2014 - 08.2015
Teller
Southern Commercial Bank
05.2012 - 01.2014
BA - Psychology
University of Missouri
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