Danisha Lee
Baltimore,MD
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Customer Service Coordinator
Daniels Health
07.2024 - Current
- Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
- Demonstrated strong product knowledge to assist customers with making informed purchasing decisions
- Managed scheduling of appointments, optimizing resource allocation and reducing wait times for customers.
- Led cross-functional teams in resolving complex customer issues, fostering collaboration and effective solutions.
- Identified opportunities for process improvement and made recommendations to enhance the overall customer experience
- Developed training materials for new staff, streamlining onboarding and improving service delivery.
Lead Production Technician
McCormick & Company
01.2020 - 01.2024
- Maintained OSHA standards
- Maintained Date Code Records
- Filled Orders
- Led a team of 10 production workers in meeting daily production targets and ensuring on-time delivery of products
- Monitored production processes to ensure compliance with quality standards and made necessary adjustments to maintain product integrity
- Managed inventory levels to prevent stockouts and minimize excess inventory, resulting in improved supply chain efficiency
- Coordinated equipment maintenance schedules to minimize downtime and maximize equipment utilization
- Trained team members on operating machinery safely and efficiently, reducing the number of machine-related incidents by 98%
Customer Service Lead
Medifast
02.2017 - 12.2022
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Built rapport with customers through active listening, empathy, and personalized interactions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Identified opportunities for process improvement based on common customer inquiries or pain points
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Led customer service team to resolve complex inquiries and enhance client satisfaction.
Lead Production Technician
Medifast
01.2014 - 01.2018
- Conducted regular equipment inspections, identifying maintenance needs to minimize downtime.
- Monitored inventory levels, coordinating with supply chain to maintain optimal stock for production runs.
- Trained new team members on equipment operation, safety protocols, and company policies, fostering a skilled workforce.
- Assisted in quality control measures by performing routine inspections of products against established standards.
- Increased workplace safety, conducting thorough hazard assessments and implementing corrective actions.
Customer Service Supervisor
Diamond Cab
01.2007 - 01.2017
- Coordinated dispatch operations for efficient cab assignments and timely service delivery.
- Monitored real-time traffic data to optimize route planning and reduce passenger wait times.
- Managed communication between drivers and clients, ensuring clear information flow and customer satisfaction.
- Developed training materials for new dispatchers, enhancing team onboarding processes and operational efficiency.
- Led initiatives to streamline dispatch workflows, resulting in improved service delivery metrics and driver performance.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Education
Medical Assisting - Medical Assistance
America Career Inst
07-2005
High school diploma - undefined
Owings Mills High School
07-2000
Skills
- Staff training
- Problem-solving
- Decision-making
- Customer focused
- Complaint resolution
- Meticulous attention to detail
- Microsoft outlook, word, and Excel
- Positive and constructive feedback
- Customer relationship management (CRM)
- Adherence to high customer service standards
Certification
CPR Certification
Timeline
Customer Service Coordinator
Daniels Health
07.2024 - Current
Lead Production Technician
McCormick & Company
01.2020 - 01.2024
Customer Service Lead
Medifast
02.2017 - 12.2022
Lead Production Technician
Medifast
01.2014 - 01.2018
Customer Service Supervisor
Diamond Cab
01.2007 - 01.2017
High school diploma - undefined
Owings Mills High School
Medical Assisting - Medical Assistance
America Career Inst