Dayanaire Bailey-Swyer
Surprise,AZ
Summary
Customer Service Representative with extensive expertise in customer service practices. Demonstrated ability to resolve issues efficiently while maintaining high customer satisfaction rates. Strong communication and problem-solving skills facilitate relationship building and effective de-escalation of complex concerns, leading to enhanced customer loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
US Bank Service Center
Minneapolis, Minnesota
07.2025 - Current
- Provided knowledgeable service to customers across various communication channels.
- Resolved billing and account issues for customers effectively.
- Accurately documented customer interactions in the CRM system.
- Educated customers on product features and services offered.
- Handled incoming calls regarding product inquiries, orders, and complaints with professionalism.
- Updated customer accounts and contact information in call management databases.
- Ensured compliance with all company policies and procedures related to customer service.
- Engaged in training sessions to remain informed about product changes and updates.
Customer Service Agent
Albertsons Companies
12.2019 - 02.2025
- Delivered empathetic and solutions-focused support to diverse customers, often in emotionally charged or complex situations during the pandemic.
- Provided social media and digital support by managing social media accounts, resolving customer inquiries, ensuring timely responses, and assisting with complex customer inquiries across digital platforms.
- Successfully resolved a long-standing issue for an elderly customer by taking ownership of the case, following up personally, and earning direct positive feedback to management.
- Deescalated a high-stress call involving compromised fuel rewards, explained the resolution process clearly, and provided preventative guidance, resulting in the customer apologizing and submitting a commendation.
- Handled a high volume of customer interactions via phone, email, and live chat; consistently maintained a calm, professional demeanor under pressure.
- Leveraged internal knowledge base and CRM tools to resolve technical issues, track communications, and escalate when necessary.
- Promoted company offerings through thoughtful upselling during support interactions.
- Responded to approximately 50 - 60 customer requests for products, services, and company information, per day.
Education
Bachelor of Arts - Business Management
Arizona State University
Tempe, AZ01.2024
Skills
- Customer Support Conflict Resolution Live Chat & Phone Support Upselling & Cross-Selling CRM Systems Email & Ticketing Support Team Collaboration Problem Solving Customer Satisfaction
- High Volume Environments Emotional Intelligence Follow-Up & Case Ownership Customer Satisfaction
- Problem resolution
- BOPUS Salesforce Cisco Jabber Workforce Calabrio Signifyd Nuance & Sprinklr Power Reviews E-Commerce Order Management Social Media & Digital Support Outlook & MS Office Suites
- Data entry
- Call center experience
- Conflict resolution
- Inbound call management
- Documentation and reporting
- Multitasking and organization
- Team collaboration
- Verbal and written communication
- Technical troubleshooting
- Multi-line phone talent
Timeline
Customer Service Representative
US Bank Service Center
07.2025 - Current
Customer Service Agent
Albertsons Companies
12.2019 - 02.2025
Bachelor of Arts - Business Management
Arizona State University