Deanna Lancaster
Tamarac
Summary
Department leader and problem-solver dedicated to improving the customer experience while promoting company success. Knowledgeable about products and vendors with 4+ years of experience in the medical supplies industry.
Overview
10
10
years of professional experience
Work History
Customer Success Resolution Lead (Phone & Email)
ABB Optical Group
12.2020 - Current
- Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
- Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
- Enhanced report quality by conducting thorough research and data analysis.
Customer Success Representative (Phone)
ABB Optical Group
08.2019 - 12.2020
- Developed comprehensive product knowledge, enabling the provision of expert advice to customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
Customer Service Representative (Phone & Chat)
Sitel
04.2019 - 08.2019
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Sales Support Specialist (Phone)
Infinity Sales Group
03.2015 - 12.2016
- Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
- Increased client retention rates with diligent follow-up on leads.
Education
Bachelor of Science - Criminal Justice
Florida International University
Miami, FL07.2018
Skills
- Critical Thinking
- Product Knowledge
- Computer Proficiency
- Data Entry
Timeline
Customer Success Resolution Lead (Phone & Email)
ABB Optical Group
12.2020 - Current
Customer Success Representative (Phone)
ABB Optical Group
08.2019 - 12.2020
Customer Service Representative (Phone & Chat)
Sitel
04.2019 - 08.2019
Sales Support Specialist (Phone)
Infinity Sales Group
03.2015 - 12.2016
Bachelor of Science - Criminal Justice
Florida International University
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