DaNisha Gresham
Summary
Results-driven professional specializing in project management, technical support, and conflict resolution. Expertise in enhancing customer satisfaction through effective communication and rapid issue resolution. Proven track record of delivering projects on time and within budget, leading to increased client retention.
Overview
5
5
years of professional experience
Work History
Principal Coordinator, Escalations
Capital One, N.A
Las Vegas
02.2022 - Current
- Developed process documentation for standard operating procedures and best practices.
- Managed daily operations by scheduling tasks and assigning duties to ensure efficient workflow.
- Facilitated interdepartmental communication to resolve issues promptly.
- Resolved customer complaints swiftly while adhering to company standards.
- Created and maintained accurate records of departmental activities, ensuring compliance with budgets and project timelines.
- Trained employees on best practices while managing teams for optimal productivity.
- Provided mentorship to new employees on various company programs.
- Implemented departmental policies with management to enhance process efficiency and ensure alignment across teams.
Customer Care Technician
Cox Communications
Las Vegas
11.2020 - Current
- Assisted customers with equipment installation and troubleshooting.
- Provided technical support for internet and cable service issues.
- Communicated effectively to resolve customer inquiries promptly.
- Guided customers on product features and usage benefits to enhance their experience.
- Resolved escalated customer complaints with professionalism, ensuring customer satisfaction.
- Resolved customer inquiries regarding product information and usage instructions.
- Assisted customers with troubleshooting hardware and software issues.
- Performed system maintenance tasks, including virus scans and data backups.
- Tested network connectivity to ensure proper functioning of internet services.
- Provided timely follow-up communications to customers after resolving their issues.
- Delivered friendly, knowledgeable service for routine inquiries and service complaints.
- Interacted with customers to process information regarding services and product requests.
- De-escalated customer issues through effective conflict mediation and problem-solving skills.
- Collaborated with multiple teams to develop and implement effective solutions for customer issues.
- Identified opportunities for developing additional revenue streams through sales initiatives.
- Researched industry best practices related to customer care operations.
Education
Associate of Science - Behavioral Health Science
Bellevue University
Bellevue, NE06-2026
Associate of Science - Accounting
Kaplan University
Davenport, IA02-2013
Skills
- Project management
- Technical support
- Process documentation
- Deadline management
- Meeting coordination
- Customer support
- Administrative leadership
- Problem-solving strategies
- Microsoft Office proficiency
- Team building and collaboration
- Conflict resolution
- Attention to detail
- Communication skills
- Presentation skills
Timeline
Principal Coordinator, Escalations
Capital One, N.A
02.2022 - Current
Customer Care Technician
Cox Communications
11.2020 - Current
Associate of Science - Behavioral Health Science
Bellevue University
Associate of Science - Accounting
Kaplan University