Danika Gadison
Hutto,TX
Summary
Dynamic team leader with 25 years of customer service experience at Ferguson, excelling in performance metrics analysis and technical troubleshooting. Proven track record in enhancing productivity through effective training development and cross-team collaboration, achieving high customer satisfaction and reducing resolution times significantly. Committed to fostering team growth and process improvement.
Overview
15
15
years of professional experience
Work History
Team Lead
Ferguson
Austin , TX
12.2017 - Current
- Resolved troubleshooting and process inquiries via chat to achieve efficient issue resolution.
- Asnwered troubleshooting and processed questions in chat.
- Assigned work emails and delivered feedback to enhance productivity.
- Successfully collaborated with other teams to resolve complex issues.
- Contributed to creation of service manuals for appliance troubleshooting.
- Achieved high customer satisfaction scores through consistent support.
- Streamlined communication methods, enhancing overall customer experience.
- Mentored new team members, fostering skill development and knowledge sharing.
Supervisor
Protect America
Austin, TX
01.2010 - 08.2017
- Directed team of 20 individuals to achieve successful project completion.
- Developed and implemented a mentorship program enhancing team morale and skill development.
- Enhanced system for customer feedback, ensuring product improvement.
- Executed targeted training program centered on call control and time management techniques, leading to 20% reduction in average resolution time.
Education
Medical Assisting - Medical Assisting Program
Everest College
Austin04-2011
Skills
- Performance metrics analysis
- CRM software proficiency
- Resource planning
- 25 years of customer service experience
- Feedback implementation
- Project management
- Technical troubleshooting
- Team management
- Training development
- Cross-team collaboration
- Process improvement
- Deadline management
- Employee training
- Time management
- Communication skills
Timeline
Team Lead
Ferguson
12.2017 - Current
Supervisor
Protect America
01.2010 - 08.2017
Medical Assisting - Medical Assisting Program
Everest College
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