Danita Carroll
Headland
Summary
Dynamic Resolution Specialist at Mrs Bpo LLC with proven problem-solving abilities and exceptional conflict resolution skills. Consistently exceeded performance targets by effectively managing high call volumes and enhancing customer satisfaction. Adept at training team members and fostering collaboration, ensuring a cohesive and efficient service delivery environment.
Overview
20
20
years of professional experience
Work History
Resolution Specialist
Mrs Bpo LLC
07.2018 - Current
- I analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
- Improved customer satisfaction by resolving complex issues promptly and professionally.
Claims Adjuster
Coleman Worldwide Moving
03.2014 - 11.2018
- Communicated with customers about mailed payments to ensure clarity on transactions.
- Addressed customer claims related to damaged items to facilitate timely resolutions.
- Processed refunds through mail, ensuring accurate and prompt delivery.
- Completed necessary paperwork to support various administrative tasks.
- Managed email correspondence to maintain efficient communication with customers.
Advisor
Sayla Therapeutic Resources
11.2016 - 07.2018
- Monitored minors in a girls' facility to ensure safety and compliance.
- Taught young ladies personal responsibility, cooking skills, and hygiene practices.
- Assisted girls with academic studies to promote educational success.
- Facilitated discussions on mental health to support emotional well-being.
- Administered medication according to established protocols.
- Provided transportation for girls to school, ensuring punctuality and safety.
- Expressed empathy and care to foster a supportive environment.
- Prepared meals for the girls to promote healthy eating habits.
Telemarketer
Mrs Bpo LLC
11.2010 - 10.2013
- Provided technical support for cellular devices, ensuring customer satisfaction.
- Processed payments over the phone to secure timely transactions.
- Resolved account issues for customers through effective problem-solving.
- Assisted with upgrading devices in the system and managing new device orders.
- Collaborated with large business accounts, successfully de-escalating challenging calls.
- Demonstrated empathy to enhance customer relations and resolution outcomes.
Sales Associate
Walmart
09.2008 - 09.2010
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Cashier
IGA Foodline
07.2005 - 09.2008
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Education
Business Administration And Management
George C Wallace Community College
Dothan, AL08.2026
Headland High School
Headland, AL05.2008
Skills
- De-escalation techniques
- Assertiveness
- Conflict resolution skills
- Document preparation
- Information collection
- Team building
- Negotiation management
- Teamwork
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Stress tolerance
- Self motivation
Timeline
Resolution Specialist
Mrs Bpo LLC
07.2018 - Current
Advisor
Sayla Therapeutic Resources
11.2016 - 07.2018
Claims Adjuster
Coleman Worldwide Moving
03.2014 - 11.2018
Telemarketer
Mrs Bpo LLC
11.2010 - 10.2013
Sales Associate
Walmart
09.2008 - 09.2010
Cashier
IGA Foodline
07.2005 - 09.2008
Business Administration And Management
George C Wallace Community College
Headland High School