Danté Whitty
FL
Summary
Dynamic customer service professional with a proven track record at 360 Direct Access, excelling in problem resolution and team management. Adept at enhancing client satisfaction through effective communication strategies and training initiatives, ensuring high-quality support for the Deaf community. Committed to continuous improvement and fostering strong relationships with clients and colleagues.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
360 Direct Access
03.2026 - Current
- Provide prompt, professional, and empathetic customer support via video calls using American Sign Language, live chat and email in written English to callers/clients of 360 Direct Video customers
- Assisted customers in troubleshooting and resolving product issues while providing clear answers to inquiries about services.
- Offer guidance and support to clients in understanding how to access and utilize our services effectively.
- Educated clients on product usage, highlighting features tailored for the Deaf and Hard of Hearing community to enhance their experience.
- Escalated complex issues to higher-level support or technical teams while ensuring the client felt supported throughout the process.
- Collaborated with customer support team members, product developers, and Q&A teams to streamline and improve the customer experience.
- Participate in regular team meetings, training sessions, and performance reviews.
Deaf Services Team Lead
Ad Astra
Remote
07.2023 - 03.2026
- Managed a team of interpreters and captionists to provide communication support for Deaf clients.
- Monitored and evaluated team performance, ensuring delivery of high-quality interpreting services.
- Developed and implemented training programs enhancing staff understanding of Deaf culture and effective communication strategies.
- Collaborated with community organizations to expand access to vital services for the Deaf community.
- Address and resolve any complaints or issues related to interpreting services.
- Build and maintain strong relationships with clients and community partners.
- Respond to client inquiries and ensure their needs are met promptly and effectively.
- Encourage continuous learning and development within the team.
- Stay updated on industry trends, best practices, and technological advancements.
Bilingual Scheduler
Ad Astra
06.2022 - 07.2023
- Coordinated with vendors, linguists, and LSPs to achieve a 100% close rate on scheduling requests.
- Coordinated vendor assignments to ensure timely completion of client services.
- Responded to client requests and inquiries for service, ensuring timely and effective support.
- Follow client procedures for interpreter requests, dismissals, cancellations, and extensions.
- Managed relationships and communications between internal staff and clients through data entry, email, text, and telephone monitoring.
- Ensure that our interpreter database is up to date and complete with all required interpreter information including certifications and qualifications.
- Communicated updates to clients based on project timelines.
- Participate and contribute to all continuous improvement efforts that include daily and weekly team and leadership meetings and company circle time.
Customer Service Representative
Diglo
01.2021 - 09.2021
- Effectively and efficiently answer customer inquiries via video phone, email, live chat, and text message, while providing feedback promptly and adhering to our SLA's (Service Level Agreements).
- Resolved customer issues while maintaining positive and friendly tone, effectively de-escalating upset customers.
- Documented, researched, and resolved customer service issues to enhance customer satisfaction.
- Obtain a fundamental and technical understanding of our ever-expanding product line.
Coordinator
Interpretek
07.2019 - 05.2020
- Assessed information to assign qualified interpreters for requests.
- Managed phone calls, e-mails, and faxes to deliver quality services consistently.
- Collaborated with peers and staff to foster a friendly and supportive work atmosphere.
- Efficient data entry utilizing company database.
- Reviewed and researched professional literature and attended conferences to stay current on best practices.
Assistant
NTID Learning Center - NLC
- Supported NLC tutors in accessing resources to facilitate effective tutoring.
- Provide hardware and software support and consultations to NLC users.
- Assisted with clerical and logistical tasks to streamline operations.
- Ensured security of NLC equipment by implementing theft prevention measures.
- Monitored area and enforced rules and procedures to maintain safety and compliance.
Education
ASSOCIATE OF APPLIED SCIENCE - ADMINISTRATIVE SUPPORT TECHNOLOGY
Rochester Institute of Technology
Rochester, NYSkills
- Schedule Management
- MS Office Suite
- Hospitality and accommodation
- Problem resolution
- Strong communication
- Customer Relations
- Negotiation and Conflict Resolution
- Reliability and Integrity Improvement
- Journal Entries
- Customer support
- Communication strategies
- Team management
Timeline
Customer Service Representative
360 Direct Access
03.2026 - Current
Deaf Services Team Lead
Ad Astra
07.2023 - 03.2026
Bilingual Scheduler
Ad Astra
06.2022 - 07.2023
Customer Service Representative
Diglo
01.2021 - 09.2021
Coordinator
Interpretek
07.2019 - 05.2020
Assistant
NTID Learning Center - NLC
ASSOCIATE OF APPLIED SCIENCE - ADMINISTRATIVE SUPPORT TECHNOLOGY
Rochester Institute of Technology