Danna Carrington
Helper,UT
Summary
Accomplished Customer Service Specialist with a proven ability to enhance customer satisfaction at Pacificorp/Rocky Mountain Power. Demonstrates expertise in complaint resolution and account management while leveraging CRM systems for streamlined processes. Achieved notable increases in satisfaction ratings through effective communication and strategic problem-solving. Committed to balancing regulatory compliance with exceptional oral communication skills to drive customer retention.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Pacificorp/Rocky Mountain Power
Helper, UT
08.2023 - Current
- Adjust bills and refunded money to resolve customers' service or billing complaints.
- Document customer correspondence in CES to track requests, problems, and solutions.
- Answer inbound calls, chats and emails to facilitate customer service.
- Remain calm and professional in stressful circumstances and effectively diffused tense situations.
- Perform data entry of customer orders into the company's order management system.
- Utilized job-related software to prepare change-of-address records and issue service connect and disconnect orders.
- Collect deposits or payments and arranged for billing.
- Assist customers with account maintenance such as resetting passwords and updating contact information.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Update system with order specifics and customer details, preferences, and billing information.
- Tested new Oracle program using AZURE (ADO) with testing scripts and documented results. Presented results to Senior Management.
- Ensured testing scripts complied with local and state regulations across 6 states.
- Research complex issues raised by customers, identified solutions, and provided timely responses.
Member Service
Health Equity
Helper, UT
08.2022 - 08.2023
- Responded promptly to phone calls from members regarding their accounts.
- Participated in staff meetings to discuss strategies for improving customer satisfaction levels.
- Enhanced member relationships by providing excellent service during each interaction.
- Facilitated communication between members and management team by relaying messages back-and-forth in a timely fashion.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Improved product knowledge on continuous basis to provide optimal service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered member questions about products and services.
- Assisted with resolving member inquiries or concerns in a timely manner.
- Kept records of customer interactions through Sales Force.
- Leveraged software and systems to research and resolve member inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer questions.
- Provided excellent customer service to members.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Day Trader
Self Employed Web
Helper, UT
07.2019 - 06.2022
- Forecasted generation costs, market prices and demand to make accurate trading decisions.
- Executed complex options orders.
- Executed buy and sell orders for securities in order to maximize profits.
- Assessed potential risks associated with various investment decisions before making trades.
- Analyzed financial data and market trends to determine appropriate entry and exit points for trades.
- Executed financial due diligence and created valuation model to establish enterprise value and purchase price.
- Collaborated with other traders in order to make informed decisions about entering or exiting a trade.
- Stayed up-to-date on marketplace trends and researched items in detail.
- Kept up-to-date with economic news and events that could affect stock prices.
- Maintained records of all transactions made throughout the day.
- Utilized advanced analytical techniques such as quantitative modeling and algorithmic trading systems.
- Monitored stocks, bonds, and commodities to identify new trading opportunities.
Account Manager
Grainger Industrial Supply
Salt Lake City, UT
07.2018 - 05.2020
- Addressed customer questions and concerns regarding products and services.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Developed strategies to increase revenue from existing accounts.
- Acted as main point of contact in matters relating to customer concerns and needs.
- Ensured compliance with industry regulations when dealing with customer.
- Monitored competitor activities in order to stay ahead of the competition.
- Maintained accurate records of all customer interactions in the CRM and Sales Force systems.
- Participated in trade shows, conferences, and networking events to represent the company.
- Listened to customer needs to identify and recommend best products and services.
- Created comprehensive reports on account performance and presented them to senior management.
- Utilized Sales Force to track client interactions, sales opportunities, and account history.
- Identified customer needs by asking questions and advising on best solutions.
- Provided technical support to customers when needed.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Conducted regular business reviews with clients to understand their needs and align products and services accordingly.
- Renewed existing accounts by building relationships with clients.
ON-SITE SERVICE REPRESENTATIVE
GRAINGER INDUSTRIAL SUPPLY
Henderson, NV
06.2011 - 07.2018
- Manage inventory for up to 30 locations
- Source special or hard to find items through sourcing channels and vendor specific
- High Level customer interaction and problem solving for customer needs based on customer feedback
- Manage on hand inventory through weekly visits and customer demand order as needed and re-stock inventory shelves
- Review usage of Inventory to adjust minimum and maximum stock levels with customers
- Continuous improvement processes for customers to better keep control of inventory and cut costs to operate business while maintaining and continuing growth of accounts
- Time management through adhering to scheduled customer visits
- Suggest new Keepstock solutions based on usage and customer need
- Request pricing and Source items and expedite for varied product through a variety of vendors based on customer need
- Develop new relationships throughout various customer locations to drive sales and provide an overall better customer experience while creating solid/loyal business partners
- Provided technical assistance to customers on-site and remotely.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted customers in setting up new equipment and configuring it for use.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
CUSTOMER SERVICE REP
GRAINGER INDUSTRIAL SUPPLY
12.2010 - 06.2011
- Place orders for incoming customers
- Pull will call orders for pick-up
- Finalize sale at pick-up
- Trouble shoot products
- Replenish in store products for sale
- Institute in Branch Plan-o-grams
- Perform cycle counts
- Complete Shipping orders for customers and branch to branch transfers
CUSTOMER SERVICE REP
CMC Economy Stell
06.2008 - 03.2010
- Place orders for incoming customers and telephone
- Pull will call orders for pick-up
- Finalize sale at pick-up
- Data entry and upload of daily sales
Education
High School -
Glendale High School
Glendale, AZ01.1988
Skills
- Price quotes
- Complaint resolution
- Complaint handling
- Account management
- QC
- Call centers
- De-escalation techniques
- Call center experience
- Customer relationship management (CRM)
- Process optimization
- Excellent written and oral communication
- Problem resolution
- Regulatory compliance
- Customer service
- Report generation
- Telephone etiquette
- Customer retention
Timeline
Customer Service Specialist
Pacificorp/Rocky Mountain Power
08.2023 - Current
Member Service
Health Equity
08.2022 - 08.2023
Day Trader
Self Employed Web
07.2019 - 06.2022
Account Manager
Grainger Industrial Supply
07.2018 - 05.2020
ON-SITE SERVICE REPRESENTATIVE
GRAINGER INDUSTRIAL SUPPLY
06.2011 - 07.2018
CUSTOMER SERVICE REP
GRAINGER INDUSTRIAL SUPPLY
12.2010 - 06.2011
CUSTOMER SERVICE REP
CMC Economy Stell
06.2008 - 03.2010
High School -
Glendale High School
Similar Profiles
Justin LeBrunJustin LeBrun
Journeyman Electrician at Rocky Mountain PowerJourneyman Electrician at Rocky Mountain Power
Rodney NicholesRodney Nicholes
Journeyman Lineman at Rocky Mountain PowerJourneyman Lineman at Rocky Mountain Power
Jim HuntJim Hunt
Transportation Manager at Rocky Mountain PowerTransportation Manager at Rocky Mountain Power