Deanna S Langlet
Anita,USA
Summary
With over three decades of dedicated service in customer support, I excel in fostering exceptional customer relationships through empathetic engagement and effective problem resolution. My expertise lies in understanding and addressing customer needs, ensuring their satisfaction and empowerment through clear and compassionate communication. My career reflects a steadfast commitment to placing the customer at the forefront of every interaction with a proven track record working remotely. Proficient in responding to inquiries about products and services, escalation and resolving complaints, use of CRM software, Google Workspace, Microsoft Office, Omni and Zelle, and many more. As a lifelong learner, I am always open to new adventures. I have a quiet, distraction-free home office workspace where I am at my best.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Member Services Representative
PenFed Credit Union
05.2021 - 07.2024
- Manage member accounts
- Maintain continued relationship with members as primary point of contact
- Supply support for online account and all transactional needs
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Advocate and/or consult with member on behalf of account and credit applications, disputes, and technical support
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Inbound/Outbound calling and/or email
- Adherence to quality assurance and schedule
- Senior team member, mentor
- Work closely with inter-office teams
- Proficient in Salesforce CRM, FICO, Genesis, Calabrio, Evolve, Omni, Zelle
- Annual AML, PCI, BSA, and compliance certificates
Account Manager
PayPal, Inc
01.2014 - 07.2020
- Manage mid-market merchant accounts
- Maintain continued relationship with mid-market merchants as primary point of contact
- Supply support and business consulting for merchant growth
- Assist merchant in recognizing the need for products and/or services
- Advocate and/or consult with merchant on behalf of Commercial Underwriting, Risk, Compliance, Disputes, Sales and Technical Support teams
- Research merchant business using website tools such as BuiltWith and PayPal/Braintree proprietary tools, LinkedIn, Yelp, Manta, LexisNexis, etc
- Track and forecast merchant sales and revenue
- Inbound/Outbound calling and/or email
- Senior team member
- Work closely with inter-office teams
- Proficient in Salesforce CRM, Point of Sale, Virtual Terminal and online checkout processes
- Annual AML, PCI and compliance certificates
Assistant Store Manager
Cricket Wireless/Instant Phones
05.2011 - 12.2013
- Greet and work face to face with customers evaluating their needs
- Sales of cell phone, accessories and services
- Manage customer accounts
- Use Point of Sale system
- Completed HTC, Apple iOS and Android system trainings
- Troubleshoot phone and wireless devices
- Educate users on how to use devices and services
- Maintain store presentment and inventory
- Manage and log employee hours
- Train and supervise part-time employees
- Reconcile cash drawers and nightly deposits
- Schedule and facilitate sales and product promotions
- Store key holder
Customer Service Agent
CoSentry Inc.
05.2010 - 05.2011
- Support internet service customers over phone, chat and through email queue
- Screen incoming calls for technical support levels
- Basic computer troubleshooting
- Up-sell/cross-sell internet security products
- Supervise team of 8 representatives
- Take escalation calls
- Manage representative call queues
Night Auditor
Country Inns and Suites
03.2005 - 04.2010
- Manage 133 room hotel overnight
- Check in and check out guests
- Manage reservations for guest rooms and group events
- Facilitate group events
- Perform nightly audit using Opera
- Reconcile daily cash reports and nightly deposits
- Fulfill guest requests
- Maintain property cleanliness
- Prepare pool and exercise room for morning opening
- Tailor housekeeping schedule per guest requests
- Assist with breakfast set up
- Assist with laundry
- Assist with VIP guest needs
- Train new hires for Front Desk
- Completed required and elective hospitality centered courses
Child Development Center Director
Self Employed
08.1985 - 01.2006
- Provide care and education for children from infancy to school age
- Support foster parents and state agencies with respite childcare needs
- Consult and support new centers with credentialing procedures: USDA, OSHA, fire codes, state regulations
- Educate parents in child nutritional and hygiene needs
- Advocate for the child in custody hearings
- Determine child care rates
- Ensure employees have continued training and resources
- Create education plans
- Create and manage meal plans
- Purchase center supplies and equipment
- Set ratios and employee hours
- Manage child intake and assessments, center expenditures, center and employee credentials
Education
Business Supervisory and Management skills
Alison
10.2024
High School Equivalency Diploma or GED - General High School Curriculum
Maryland State Dept of Education
Baltimore, MD02.1991
Vocational School Certificate - Child Day Care Management
ICS
Scranton, PA01.1990
Skills
- Customer Service
- Financial Transactions
- Customer Support
- Credit Union Knowledge
- Banking knowledge
- Call center experience
Certification
Work related training and certificates in fields of management, supervisory, child development, payment processing, financial institution and hotel management.
Additionalinformation
Prefer to limit travel to 10%, Available for remote work
References
Available on Request
Activities
- Several honors and awards in Account Management, Customer Service.
- Active in local church and community events.
- Enjoy family activities such as camping, fishing and educational adventures.
- Homeschool parent.
- Tutored many disadvantaged children and adults.
Timeline
Member Services Representative
PenFed Credit Union
05.2021 - 07.2024
Account Manager
PayPal, Inc
01.2014 - 07.2020
Assistant Store Manager
Cricket Wireless/Instant Phones
05.2011 - 12.2013
Customer Service Agent
CoSentry Inc.
05.2010 - 05.2011
Night Auditor
Country Inns and Suites
03.2005 - 04.2010
Child Development Center Director
Self Employed
08.1985 - 01.2006
High School Equivalency Diploma or GED - General High School Curriculum
Maryland State Dept of Education
Vocational School Certificate - Child Day Care Management
ICS
Work related training and certificates in fields of management, supervisory, child development, payment processing, financial institution and hotel management.
Business Supervisory and Management skills
Alison
Similar Profiles
Kayla CruzKayla Cruz
Financial Analyst at PenFed Credit UnionFinancial Analyst at PenFed Credit Union
ANGELA VINESANGELA VINES
Sr. Mortgage Loan Originator at PenFed Credit UnionSr. Mortgage Loan Originator at PenFed Credit Union
Marco AguilarMarco Aguilar
Team Lead at PenFed Credit UnionTeam Lead at PenFed Credit Union