Deeandra Daley
Kingston
Summary
Dedicated and results-driven professional committed to actively contributing to the achievement of the organization's objectives. I bring a strong work ethic and a proactive approach to fostering the growth and development of both your firm and my own professional skill set. Eager to surpass established goals while consistently delivering impactful results.
Overview
7
7
years of professional experience
Work History
E-commerce Operations Coordinator
Rebag
04.2024 - Current
- Serve as the control team, utilizing problem-solving skills to address inquiries and reconcile data discrepancies across various company departments and with customers.
- Conduct data analysis and contribute to various audit requests throughout the calendar year.
- Generate documentation and process flow to support the company's continuous improvement efforts.
- Supervise order processing, including cancellations and refunds on Rebag and marketplaces.
- Address problematic orders, shipping delays, and related complications, collaborating with cross-functional teams (customer service, operations, retail) to promptly resolve issues and enhance future customer experiences.
- Conduct fraud reviews on orders flagged in the internal queue, emphasizing quick communication with clients.
- Review, troubleshoot, and submit bank chargebacks or PayPal disputes.
- Assist, create, and upload marketplace listings and feeds, as well as understand third-party marketplace integrations
- Manage third-party marketplace questions and escalations.
Customer Service Associate
Rebag
05.2023 - 04.2024
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Answer all incoming customer service phone calls and emails in a timely manner
- Handle 3 consecutive live chats to address any customer related queries and concerns
- Build relationships and engage with customers
- Identify customers’ needs - clarifying customer information, order information, research & investigate customer issues and provide solutions/alternatives.
- Act as a liaison between headquarters and different retail departments.
- Generate shipping labels for customers sales and returns.
- Communicate with clients via Intercom, Facebook Messenger and Instagram chat to address any purchase or interest queries that may have been escalated to social media
Concierge Agent
J. D Power/ Autodata Solutions
04.2021 - 05.2023
- Contact guests interested in Hyundai/Genesis Vehicles and liaise with the dealerships to find the vehicles of their interests.
- Schedule appointments for vehicle viewings and test drives
- Follow-up with guests regarding their experience with the dealerships.
- Accept calls/chats/emails regarding interests or feedback from guests Also assist with transferring guests to the relevant team if the concierge is unable to offer the proper assistance.
Chat Agent / Acting Team Leader/, Assistant Training Facilitator
Digicel Jamaica, Digital
10.2018 - 07.2021
- Assist customers via Digital mediums such as Emails, Facebook, Instagram, Twitter and Webchat using the applications Comm100 and Zendesk.
- Upskill agents on how to use ZENDESK Application along with how to appropriately interact with customers via webchat, emails and social media Assist agents with problematic interactions, customer call backs and offer coaching when needed.
Customer Care Representative / Inbound Call, Agent/Front Desk Assistant
Digicel Jamaica
05.2017 - 10.2018
- Respond to incoming calls and trouble shoot with the customer to be able to investigate and resolve customer queries.
- Escalate queries to relevant departments done if unable to resolve from my end
Education
Certification - Modern Supervisor Skills - Institute of Certified Professional Managers
03.2021
Certification - Introduction to Psychology - Yale University
03.2021
Certification - Introduction to Social Media Marketing - Meta
03.2021
Diploma - Business Administration
08.2015
Skills
- Customer Service
- Project Management
- Emotional Intelligence
- Account Management
- Quality Assurance
- Empathy
- Data Entry
- Schedule Coordination
- Document Management
- Time Management
- MS Office
Timeline
E-commerce Operations Coordinator
Rebag
04.2024 - Current
Customer Service Associate
Rebag
05.2023 - 04.2024
Concierge Agent
J. D Power/ Autodata Solutions
04.2021 - 05.2023
Chat Agent / Acting Team Leader/, Assistant Training Facilitator
Digicel Jamaica, Digital
10.2018 - 07.2021
Customer Care Representative / Inbound Call, Agent/Front Desk Assistant
Digicel Jamaica
05.2017 - 10.2018