DANIELLE BURTON
Call Center Manager
Cleveland,OH
Summary
Experienced and versatile Customer Service professional with a strong track record of providing exceptional service in a fast-paced work environment. Skilled in implementing and improving work processes to enhance interdepartmental company communications. Exceptional project management abilities with a focus on meeting deadlines without compromising quality. Strong interpersonal, verbal, and written communication skills.
Overview
13
13
years of professional experience
Work History
Senior Customer Experience Specialist
Youth Opportunities Unlimited
2018.04 - Current
- Manage 5 Call Center agents
- Designed, created, and implemented of Virtual Call Center integrated with Salesforce and Salesforce Customer Relations Management ticketing system
- Develop and implement operational policies and procedures
- Ongoing training and supervision of customer service representatives new hires and current staff
- Ensure customer service projects and tasks deadlines are met
- Provide ongoing reports to management staff
- Work with CSR staff to set and complete biannual goals
- Conference with CSRs and complete Biannual reviews and bonuses
- Develop performance goals and objectives for staff and monitor achievement of goals
- Manage communications campaigns for Work Experience Programs via all communication venues
- Utilize supervisor/admin dashboard tools and metrics to monitor and evaluate call flow to determine and adjust skills based on ability, training, and business needs
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
Telephone Researcher
Westat Inc
2019.11 - Current
- Use strong and eloquent speaking skills in delivering computer-aided questions to survey participants by phone
- Reviewed, classified, and recorded survey data in preparation for computer analysis
- Use active listening to probe for clarity when needed.
Daily Substitute Teacher
Cleveland Municipal School District
2015.08 - 2019.06
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Provided instruction for students in core subject areas.
- Supervised lunchroom and recess activities.
- Followed classroom plans and reinforced core concepts
- Highly requested as a substitute teacher by teachers based on excellent referrals and trusted performance.
- Upheld classroom routines to support student environments and maintain consistent schedules
Customer Service Team Leader
Youth Opportunities Unlimited
2015.04 - 2018.04
- Spear-headed and implemented call center manual and built an online knowledge base
- Created and implemented new call hold messaging Implemented automated calls and messaging for ongoing call lists
- Collaboration with the communications team to build a new call tracking system Implemented new integrated operator login/time keeping system to ensure phone coverage
- Train and supervise customer service representatives who are responsible for answering questions and providing information and support to participants and their families
- Ensure customer service projects and tasks deadlines are met Provide ongoing reports to management staff and team leads
Resolution Specialist
Office Team- Safeguard Properties
2013.03 - 2013.09
- Answered multi-line, multi-business phone and ensured accurate documentation of correspondences with clients using an online data management system.
- Assisted homeowners with resolving issues with bank lockouts
- Facilitated mediations with bank and vendors for project bids
- Responded to all business communications promptly within 24-48 hours via email and phone calls (Seeking employment from June - 2012 until March of 2013)
Primary Front Desk Receptionist
Neighborhood Housing Services Of Greater Cleveland
2011.04 - 2012.06
- Answered multi-line, multi-business phone, greeted guests
- Conducted data entry, email communication and web-based research
- Resolved complex client complaints and situations diplomatically and escalated issues as needed to Executive Director when necessary
- Demonstrated strong independent work ethic and teamwork skills
- Collaborated with communications director to market company services
- Produced and recorded “on-hold message” for the company
Education
Masters of Fine Arts - Film Production and Communications
New York University
New York, NYBachelors of Fine Arts - Film and Communications
New York University
New York, NYAssociates - Science – Communications (Radio/TV
Endicott College
Beverly, MASkills
- Proficient in Microsoft Office Suite
- Working knowledge of Adobe Auditions
- Working knowledge of Mail Chimp
- Working Knowledge of Salesforce CRM
- Flexibility and adaptability in ambiguous and changing situations
- Strong time management skills and ability to lead diverse teams with multiple priorities
Timeline
Telephone Researcher
Westat Inc
2019.11 - Current
Senior Customer Experience Specialist
Youth Opportunities Unlimited
2018.04 - Current
Daily Substitute Teacher
Cleveland Municipal School District
2015.08 - 2019.06
Customer Service Team Leader
Youth Opportunities Unlimited
2015.04 - 2018.04
Resolution Specialist
Office Team- Safeguard Properties
2013.03 - 2013.09
Primary Front Desk Receptionist
Neighborhood Housing Services Of Greater Cleveland
2011.04 - 2012.06
Masters of Fine Arts - Film Production and Communications
New York University
Bachelors of Fine Arts - Film and Communications
New York University
Associates - Science – Communications (Radio/TV
Endicott College
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