Dannielle Blackburn
Hubert,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Kelly Services
01.2016 - Current
- Conducted training and managed up to 25 team members to promote productivity, accuracy, and commitment to friendly service
- Monitored KPIs and developed actionable insights to improve efficiency and performance
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Assisted in onboarding and recruiting of qualified individuals for new departments and positions
- Assisted with adjusting current training programs that would better fit the organization
- Created customer support strategies to increase customer retention
- Utilized tools such as Salesforce and CRM Software.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Collaborated with upper management to improve customer service processes and support structures company-wide
Technical Support Representative
Ellucian
04.2013 - 04.2016
- Handled over 50 customer calls per day
- Resolved diverse range of technical issues across multiple systems and applications for various colleges and universities
- Translated complex technical issues into digestible language for non-technical users
- Used ticketing systems to manage and process support actions and requests
- Monitored systems in operation and quickly troubleshot errors
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Diagnosed and troubleshot hardware, software and network issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Customer Service Manager
The Online Entreprenuer
10.2011 - 03.2013
- Managed up to 25 employees
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Generated customer satisfaction surveys to analyze results into action plans
- Developed and maintained relationships with customers and suppliers through account development
- Onboarded new employees with training and new hire documentation
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Developed and implemented business strategies to achieve business goals and stay competitive.
Education
Master of Science - Cybersecurity
Grand Canyon University
Phoenix, AZ07.2023
Master of Science - Criminal Justice, Organizational Planning
Grand Canyon University
Phoenix, AZ11.2020
Skills
- Verbal and Written Communication
- Exceptional Interpersonal Communication
- Personnel Training and Development
- Customer Experience Management
- Staff mentoring & leadership
- Program Development
- Proficient in MS Office, CRM Software and Salesforce
Timeline
Customer Service Manager
Kelly Services
01.2016 - Current
Technical Support Representative
Ellucian
04.2013 - 04.2016
Customer Service Manager
The Online Entreprenuer
10.2011 - 03.2013
Master of Science - Cybersecurity
Grand Canyon University
Master of Science - Criminal Justice, Organizational Planning
Grand Canyon University