- Animal Care
- Drawing and Painting
- Horseback Riding
- Gardening
- Enjoy hobbies that combine physical activity with outdoor exploration
- Volunteering
Danielle Szana
Columbus,OH
Summary
Results-driven professional specializing in relationship building and staff development. Successfully led teams to meet performance metrics while fostering a culture of empathy and support, enhancing both customer loyalty and employee engagement.
Overview
11
11
years of professional experience
Work History
Senior Retail Lead
Bark & Co
Columbus, OH
04.2023 - 01.2026
- Educate customers on the best products for their pets and their preferences to support retail product customer service and success.
- Maintain empathy while leading, ensuring a positive experience for both customers and my team members.
- Provide guidance on product selection to enhance pet satisfaction and drive customer loyalty.
- Provide support for any wellness-related inquiries.
- Lead a team of 15+ representatives, ensuring team metric goals and individual performance growth with additional previous lead duties.
- Skilled at working independently and collaboratively in a team environment. As well as with outside partners.
Lead, Customer Experience
Bark & Co
Columbus, OH
05.2021 - 04.2023
- Lead a team of 15+ representatives, ensuring team metric goals and individual performance growth.
- Conduct monthly coaching sessions and provide continuous development support.
- Assist in quality assurance.
- Approve timesheets and oversee scheduling to ensure operational efficiency.
- Drive customer satisfaction and retention by resolving concerns with empathy and efficiency.
- Collaborate cross-functionally to optimize service processes and maintain BARK’s high customer service standards.
Happy Ambassador
Bark & Co
Columbus, OH
12.2019 - 05.2021
- Delivered best-in-class customer support, resolving inquiries with efficiency and empathy.
- Ensured alignment with BARK’s values and long-term business goals.
- Maintained high customer satisfaction through proactive problem-solving and product knowledge.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Analyzed customer feedback to identify trends and recommend improvements in processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
Customer Service Specialist
Root Insurance
Columbus, OH
03.2019 - 12.2019
- Addressed customer complaints and resolved issues efficiently in a fast-paced, high-volume environment.
- Educated customers about insurance options and processed payments accurately.
- Surpassed performance goals by providing resourceful, customer-centric solutions.
Customer Retention Specialist
Bark & Co
Columbus, OH
07.2017 - 03.2019
- Focused on customer retention and Winback strategies, ensuring superior experiences and resolving concerns effectively.
- Implemented customer feedback initiatives to enhance retention strategies.
- Analyzed customer data to identify trends and improve service offerings.
- Developed targeted communication plans for at-risk customers, increasing engagement and increasing customers retained.
- Communicated promotions, programs, and product details to customers, driving engagement and loyalty.
Teller Supervisor
KEMBA
Columbus, OH
12.2014 - 06.2017
- Supervised daily teller operations to ensure compliance with policies and procedures.
- Trained and mentored staff on customer service excellence and operational efficiency.
- Resolved complex customer inquiries, enhancing satisfaction and loyalty.
- Implemented process improvements that streamlined cash handling procedures.
- Monitored performance metrics to drive team productivity and accuracy.
- Conducted audits of transactions to maintain integrity and security standards.
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Provided exceptional customer service during high-volume periods, demonstrating professionalism under pressure.
- Collaborated with management to establish branch goals, developing strategies to achieve them.
- Promoted bank's products and services by consistently cross-selling to customers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Education
High School Diploma -
Olentangy High School
Lewis Center, OH06-2012
Skills
- Team leadership
- Complex Problem-solving
- Staff training and development
- Goal setting
- Documentation and reporting
- Relationship building
- Operations management
- Cross-functional teamwork
- Performance management
- Staff development
- Conflict resolution
- Performance evaluations