Daysheonia Luster
Las Vegas,NV
Summary
Call Center Director focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented leader experienced in call center environments, customer service management and team leadership. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Experienced in leading and directing call center operations with more than 75 employees. Disciplined manager with over 10 years of call center leadership and operations experience. Currently working part time as a legal assistant, looking for full time work. I have a robust of skills that can be applied to many fields.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Legal Assistant
National Association Of Black Defenders
Remote, NV
06.2023 - Current
- Conducted thorough legal research and analysis on complex cases, providing valuable insights and recommendations to attorneys for trial preparation.
- Drafted and proofread legal documents, including contracts, briefs, and pleadings, ensuring accuracy and adherence to legal procedures and deadlines.
- Managed and organized case files, maintaining meticulous records of court documents, client correspondence, and other relevant materials to facilitate efficient workflow.
- Assisted attorneys in preparing for client meetings, court hearings, and depositions by gathering necessary documentation, scheduling appointments, and communicating with clients to ensure smooth case progression.
- Maintain and update back end of lawyer's website.
- Write and create PR newsletters.
- Contact Mayors of different counties to join our conventions held.
- Create and send invoices and more
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Prepared and managed attorney travel itineraries to optimize scheduling.
- Contacted clients to schedule appointments and discuss progress of cases.
- Conducted background investigations on defendant.
- Wrote and filed pleadings with Federal court on schedule to maximize case success.
Account Specialist
Inspiro
Remote, NV
01.2022 - 05.2023
- Developed and executed highly effective sales strategies, leading to a remarkable 15% increase in account revenue during the first quarter.
- Cultivated and nurtured strong relationships with key clients, resulting in an impressive 70% rise in client retention rate.
- Conducted thorough financial analysis for client accounts, identifying cost-saving opportunities and recommending efficient solutions.
- Collaborated with cross-functional teams to successfully deliver complex projects, ensuring utmost client satisfaction and timely completion.
- Created work orders for new or replacement devices with utmost attention to detail and accuracy.
- Troubleshot customer Hopper, remotes, and other technical issues per CRM protocols.
- Demonstrated exceptional problem-solving skills by retaining Dish network customers who expressed intentions to cancel.
- Displayed professionalism and poise in all interactions with dissatisfied customers.
- Handled a high volume of incoming phone calls with efficiency and provided prompt and satisfactory responses to inquiries.
- Successfully prevented customer disconnections or downgrades by effectively presenting the benefits of our products and services.
Sales Associate
Bigs Furniture
Henderson, NV
04.2021 - 06.2022
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Developed and applied sales skills and principles, including approach, rapport building, needs discovery, customized portfolio presentations, objection handling, closing techniques, follow-up, after-sales service, and ongoing customer communication
- Accurately completed order information, collected deposits and fees, maintained organized customer records, and researched customer payments and deliveries
- Assisted Store Manager, Sales Manager, Designer, and Associates in promoting the Design program and driving overall store sales
- Assumed responsibility for opening and closing the store, managing cash deposits, and other related tasks
- Assisted customers with credit applications, ensuring a seamless process
- Efficiently handled online orders received via messenger or phone
- Demonstrated attention to detail in understanding and catering to customer preferences, be it Victorian, modern, or other styles
- Cultivated strong customer relationships to foster repeat business and enhance Bigs Furniture's reputation
- Provided positive first impressions to welcome existing, new, and potential customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Managed returns, exchanges and refunds in accordance with store policy.
- Used in-store system to locate inventory and place special orders for customers.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Telemarketer/SEO Associate
Website Management Services
Las Vegas, NV
03.2019 - 03.2020
- Conducted outbound sales calls to prospective customers, achieving a conversion rate of 25% and surpassing monthly sales targets by 15%.
- Collaborated with the SEO team to optimize website content, resulting in a 30% increase in organic search traffic within three months.
- Lead generator, cold dialed real estate agents and brokers per Realtors.com, Zillow and more
- Follow script verbatim, diverted when needed based on customer personality and conversation of call.
- Find and help choose key phrases.
- Keep energy up and continue to dial even when I receive a lot of hang ups and no's.
- B2B social media managing; updating photos and company image, respond to customer complaints and messages, keep track of client analytics of website, etc
- Completed daily and weekly sales reporting using assigned tools.
Operation Manager
Alpha Connect
Las Vegas, NV
08.2018 - 03.2019
- Deescalate upset customers.
- Retain customers by refunding money and sending out free company products.
- Showed sincerity and care of customer needs.
- Listened actively to help resolve customer concerns.
- Up sale customers on company products
- Promoted to assist District manager.
- Recruit agents to work on weekends.
- Manage the floor on weekends by keeping open communication with operations manager in Arizona from Nevada, making sure agents were on phones during high peak call hours, and taking their required breaks, clocking in and out on time.
- Assign lacking agents to appropriate campaigns that they can better succeed in
- Open office facility at 4am for agents to arrive.
- Actively monitored key performance metrics of sales team, identified challenges, and created new solutions applying proven problem-solving techniques.
- Inspired team performance daily using proven behavioral-based coaching.
- motivation, and management methodologies.
- Take incoming calls to increase floor production and keep up with company campaigns and products while still assisting district manager with scheduling and more.
- Made sure team lead teams hit their weekly KPI's, completed coaching sessions to help team leads meet goal.
Assistant District Manager
National Tech
Las Vegas, NV
07.2014 - 08.2018
- Sales Agent- walk in tubs, edu, student loan, meet weekly quota, communicate with sales floor via skype, follow script.
- Quality Control. - Actively listened to agent calls, make sure agents were following script accurately, coached agents for better quality on phone, reviewed scores, took disciplinary action when needed.
- Team Lead (Take Over)- kept energy up on floor, took over agent calls when lacking and closed deals.
- District manager assistant- Direct all calls to proper divisions, retain customers wanting to cancel service, communicate by email with owner and upper management, train overseas agent with inputting customer data on Google Excel, and more.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Created employee schedules to align coverage with forecasted demands.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
High School Diploma -
Raider High School
Wichita Falls, TX01.2008
Skills
- Process Improvement
- Employee Motivation and Performance
- Leadership and People Development
- Policy Development
- Strategic Planning and Execution
- Business Development
- Relationship and Team Building
- Organizational Development
- Cross-Functional Collaboration
- Project Oversight
- Goal Setting
- Analytical and Critical Thinker
- Quality Control
- Case Management
- Legal Research
- Project Management
- Excellent People Skills
- Adapt to Diverse Groups
- Script Use
- Scripted Call Control
- Telephone Interviews
- Escalated Calls Management
- Lead Generation
- Outbound and Inbound Calls
- Microsoft Office
- Call Center Operations
- Order Taking
- Email Etiquette
- Recruiting and Training
- Public Relations
- Search Engine Optimization Expertise
- CRM and CMS Software
- Email Marketing
- Social Media and Promotions
- Digital Media Advertising
Certification
Customer Service Manager Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Know your worth, even when you have nothing, and fight for what you believe when you do.”
Day Luster
Timeline
Legal Assistant
National Association Of Black Defenders
06.2023 - Current
Account Specialist
Inspiro
01.2022 - 05.2023
Sales Associate
Bigs Furniture
04.2021 - 06.2022
Telemarketer/SEO Associate
Website Management Services
03.2019 - 03.2020
Operation Manager
Alpha Connect
08.2018 - 03.2019
Assistant District Manager
National Tech
07.2014 - 08.2018
High School Diploma -
Raider High School
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