Danielle Williams
Dallas,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the financial services industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Principal Advocacy Coordinator
Capital One Retail Bank
03.2024 - Current
- Efficiently coordinates with multiple departments in order to gather required information and resources for successfully resolving complex cases.
- Follows up on customer interactions to maintain customer communication and successfully close resolved issues.
- Collaborates with other departments to address recurring customer concerns, improving overall service quality.
Senior Advocacy Coordinator
Capital One Retail Bank
08.2023 - 03.2024
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Streamlined customer service protocols, reducing wait times and improving service quality.
Client Success Associate
Wallstreet.io
11.2021 - 11.2022
- Achieved 16% above retention targets for 2022 by consistently evaluating customer needs and utilizing extensive product knowledge.
- Provided personalized guidance to new customers during one-on-one onboarding video sessions
- Optimized platform utilization by designing informative training materials such as eBooks and offering interactive Live Q&A sessions
- Maintained a 98% satisfaction rate by effectively addressing customer concerns and diligently updating their accounts.
Customer Experience Manager
Macy's
10.2017 - 11.2021
- Delegated responsibilities to staff including working the register, designing displays, and assisting customers.
- Provided support to dissatisfied customers via phone, email, and in-person interactions for store credits, returns, and collecting valuable feedback
- Developed and delivered customized training sessions for staff members
- Exhibited exceptional customer service and commitment to company policies by actively engaging with associates from various departments and assisting in the training of numerous new hires under manager supervision.
Client Services Representative
Fidelity Investments
03.2016 - 12.2016
- Recognized as Employee of the Quarter for Q3 2016 due to adherence to a customer-centric mindset, leading to measurable achievements and excellent client satisfaction
- Applied foresight to identify potential barriers to customer success, effectively guiding customers in leveraging product functionalities for optimal account utilization
- Maximized efficiency by utilizing Microsoft Office tools for tracking and analyzing data pertaining to customer experiences, communication, and marketing efforts
- Decreased average resolution time by 19% through quick triaging of incoming calls and appropriate escalation
Education
MBA - Business Management
University of Phoenix
Tempe, AZ10.2016
BBA - Accounting
University of Louisiana At Monroe
Monroe, La12.2013
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Attention to Detail
- Adaptability
- Complex Problem-Solving
- Verbal and written communication
- Google Suite
Timeline
Principal Advocacy Coordinator
Capital One Retail Bank
03.2024 - Current
Senior Advocacy Coordinator
Capital One Retail Bank
08.2023 - 03.2024
Client Success Associate
Wallstreet.io
11.2021 - 11.2022
Customer Experience Manager
Macy's
10.2017 - 11.2021
Client Services Representative
Fidelity Investments
03.2016 - 12.2016
MBA - Business Management
University of Phoenix
BBA - Accounting
University of Louisiana At Monroe
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