Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Deanne Drayton

Drexel Hill

Summary

Dynamic Client Service Representative with a proven track record at Vanguard, excelling in customer support and complaint handling. Adept at utilizing CRM software to enhance client relations and consistently meet performance metrics. Recognized for exceptional teamwork and the ability to resolve issues promptly, ensuring high levels of client satisfaction.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Client Service Representative

Vanguard
09.2022 - Current
  • Assisted clients with inquiries, providing accurate information and resolving issues promptly.
  • Developed knowledge of company products to effectively address customer needs and concerns.
  • Utilized CRM software to track interactions and maintain updated client records efficiently.
  • Collaborated with team members to ensure seamless communication and service delivery.
  • Adapted quickly to new processes, enhancing overall client satisfaction and support quality.
  • Participated in training sessions to improve product knowledge and customer service skills.
  • Resolved customer complaints by identifying root causes and implementing effective solutions promptly.
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Managed incoming calls, providing prompt and accurate information to clients about products and services.
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
  • Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
  • Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
  • Investigated and resolved customer inquiries and complaints quickly.

Bus Operator

SEPTA
10.2009 - 06.2021
  • Operated buses safely and efficiently, adhering to all traffic regulations and company policies.
  • Managed passenger boarding and alighting, ensuring a positive customer experience.
  • Conducted pre-trip inspections to verify vehicle safety and readiness for service.
  • Assisted in route planning, optimizing travel times while minimizing delays.
  • Responded promptly to passenger inquiries, providing information about routes and schedules.
  • Collaborated with dispatchers to communicate real-time updates on service conditions.
  • Maintained a clean and safe bus environment for the comfort of all passengers.
  • Assisted passengers with disabilities, ensuring their safe boarding, travel, and disembarking from the bus.
  • Adhered strictly to traffic laws and safety guidelines while operating the bus on assigned routes.
  • Implemented conflict resolution strategies to maintain a positive atmosphere onboard the bus during challenging situations.
  • Received commendations for exceptional customer service and professionalism during interactions with passengers.
  • Informed passengers about route details, schedules, transfers, and fare policies as needed.
  • Assisted distressed passengers and notified dispatch of bus location and passenger symptoms.
  • Accepted and processed fares.
  • Participated in ongoing training sessions to stay current on industry best practices and regulatory updates.
  • Handled emergency situations calmly and effectively by following established protocols for passenger safety and incident reporting.

Correctional Lieutenant

George W. Hill Correctional Facility
03.2000 - 12.2008
  • Supervised daily operations, ensuring adherence to safety protocols and institutional policies.
  • Trained and mentored staff, enhancing team performance and operational efficiency.
  • Conducted regular inspections of facilities, identifying areas for improvement and compliance issues.
  • Developed and implemented incident response strategies, minimizing risks to staff and inmates.
  • Reviewed incident reports submitted by subordinates for accuracy before forwarding them up the chain of command for further action if needed.
  • Served as a role model for subordinate staff by consistently demonstrating professionalism, integrity, and commitment to maintaining a safe and secure environment within the correctional facility.
  • Utilized strong conflict resolution skills to defuse tense situations among inmates or staff members, maintaining order within the facility.
  • Conducted thorough investigations into incidents, ensuring proper documentation and follow-up actions were taken.
  • Reduced instances of misconduct by establishing positive relationships with inmates and addressing grievances in a timely manner.
  • Maintained safety within the correctional facility through consistent monitoring and enforcement of rules and regulations.
  • Managed daily operations within assigned unit, ensuring adequate staffing levels were maintained and resources were allocated effectively.
  • Evaluated staff performance regularly through observation and feedback sessions to support their professional development and maintain high levels of competence within the team.
  • Conducted regular inspections of the physical facilities within the unit, identifying any maintenance or safety concerns that required immediate attention.
  • Enhanced staff performance by providing ongoing training, guidance, and support to correctional officers under my supervision.
  • Inspected housing cells and directed teams completing in-depth searches for contraband or damage.
  • Improved inmate behavior by implementing structured routines and clear expectations.

Education

Associate of Science - Business Administration

Peirce College
Philadelphia, PA
12-2020

Skills

  • Customer support
  • Payment processing
  • Customer focus
  • Call center experience
  • Follow-up skills
  • Client relations
  • Customer education
  • File management
  • System documentation
  • Meeting deadlines
  • Complaint handling
  • Client support
  • Escalation management
  • CRM software
  • Customer service
  • Teamwork and collaboration

Accomplishments

Obtaining my SIE, Series 7 and 63 licenses

Developing my role investments stepping into a new role in SD Plus as one of the first crew members picked at its launch

Developing skills in retirement and strengthening my investment and foundational skills daily


Certification

SIE License

Series 7 and 63 Licenses

Timeline

Client Service Representative

Vanguard
09.2022 - Current

Bus Operator

SEPTA
10.2009 - 06.2021

Correctional Lieutenant

George W. Hill Correctional Facility
03.2000 - 12.2008

Associate of Science - Business Administration

Peirce College

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