Danielle Viglione
Pottstown,PA
Summary
Accomplished Quality Assurance and Call Center Manager with a proven track record at Specialty Answering Service, enhancing customer satisfaction and loyalty through effective complaint resolution and retention strategies. Skilled in call center operations and employee motivation, demonstrating a strong work ethic and excellent communication skills. Achieved significant improvements in team performance and customer service quality.
Overview
11
11
years of professional experience
Work History
Quality Assurance Specialist & Call Center Manager
Specialty Answering Service
King Of Prussia, PA
03.2023 - Current
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Developed incentive programs to motivate staff and increase team performance.
- Set and managed performance benchmarks for call center employees.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Implemented strategies to enhance customer satisfaction and loyalty.
- Interviewed and hired employees.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
Customer Support Specialist
Specialty Answering Service
King Of Prussia, PA
11.2017 - 03.2023
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Maintained positive working relationship with fellow staff and management.
- Recorded all customer interactions into the database system accurately and completely.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Investigated customer complaints regarding product quality or service rendered.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Analyzed customer feedback to recommend product or service enhancements.
Sales Associate
Staples
Royersford, PA
08.2013 - 11.2017
- Received and displayed product shipments on store retail shelves upon delivery.
- Handled customer complaints in a professional manner.
- Worked with fellow sales team members to achieve group targets.
- Placed special orders or called other stores to find desired items.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Answered customer inquiries regarding product features, pricing, and availability.
Education
High School Diploma -
Methacton High School
Eagleville06-2011
Skills
- Customer relations
- Goal-oriented
- Call center operations
- Detail-oriented
- Sales experience
- Excellent communication skills
- Strong work ethic
- Retention strategies
- Script development
- Complaint resolution
- Employee motivation
- Call monitoring
- Staff training
- Call center customer service
Timeline
Quality Assurance Specialist & Call Center Manager
Specialty Answering Service
03.2023 - Current
Customer Support Specialist
Specialty Answering Service
11.2017 - 03.2023
Sales Associate
Staples
08.2013 - 11.2017
High School Diploma -
Methacton High School
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