Summary
Overview
Work History
Education
Skills
Timeline
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DANIELLE WOODS

San Antonio,Texas

Summary

Customer service expert with 10 years of experience in high-volume call centers, specializing in de-escalation, problem resolution, and technical troubleshooting while consistently attaining exceptional customer satisfaction and surpassing performance benchmarks.

Overview

10
10
years of professional experience

Work History

Operations Supervisor

I2c Inc
San Antonio, TX
03.2021 - Current
  • Achieved promotion from customer service representative within six months due to exceptional performance.
  • Led a team of over 20 representatives, ensuring compliance with service and quality standards.
  • Conducted individualized coaching sessions and monitored call quality to enhance team effectiveness.
  • Created and delivered impactful performance presentations utilizing Excel and PowerPoint.
  • Resolved escalated customer issues empathetically, achieving high satisfaction ratings.
  • Managed over 100 daily inbound and outbound calls, addressing complex fraud and account discrepancies.
  • Implemented strategies that elevated Customer Satisfaction Score to 98% through staff development.
  • Coordinated with compliance teams to ensure adherence to federal banking regulations.

Call Center Operator

United Language Group
San Antonio, TX (Remote)
12.2020 - 01.2021
  • Answered incoming calls to assist clients with language service inquiries.
  • Monitored quality of phone lines and ensured seamless connectivity among all parties.
  • Handled over 200 inbound calls daily, maintaining high-quality scores.
  • Accurately documented sensitive client information to ensure confidentiality.
  • Maintained a professional, distraction-free home office for remote efficiency.

Shift Manager

McDonald's
San Antonio, TX
05.2015 - 09.2019
  • Supervised up to 15 staff members during peak periods to ensure operational efficiency.
  • Trained and mentored new employees, fostering development and decreasing turnover rates.
  • Managed inventory and cash handling processes, ensuring accuracy in daily reconciliation reports.
  • Promoted from Crew Member to Shift Manager for exemplary leadership and reliability.

Education

High School Diploma - San Antonio, TX

Karen Wagner High School
San Antonio, TX
06.2014

Skills

  • Team Supervision & Coaching
  • Customer Satisfaction & Quality Assurance
  • Call Center Operations Management
  • Conflict Resolution & Customer Retention
  • Policy & Compliance Adherence
  • Microsoft Office & CRM Proficiency
  • Process & Workflow Optimization
  • Employee Training & Development
  • Technical Troubleshooting & Support
  • Strong Attention to Detail

Timeline

Operations Supervisor

I2c Inc
03.2021 - Current

Call Center Operator

United Language Group
12.2020 - 01.2021

Shift Manager

McDonald's
05.2015 - 09.2019

High School Diploma - San Antonio, TX

Karen Wagner High School

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