Deenee Miller
Fresno,CA
Summary
Dynamic customer care professional with a proven track record at Golden Customer Care, excelling in performance enhancement and team building. Adept at decision-making and conflict resolution, I consistently drive customer satisfaction and retention through strategic planning and effective communication skills. I consistently hit KPI's at or exceeding goals, and I am always searching for new ways to extend my knowledge and experience.
Overview
4
4
years of professional experience
Work History
Customer Care Omni-Support Representative
Golden Customer Care
12.2024 - Current
- Assist customers with inquiries related to products, shipping, billing, and order placement through inbound calls and email correspondence.
- Consistently meet or exceeded performance metrics, including quality assurance, customer satisfaction (CSAT) scores, schedule adherence, Email per hour, volume targets, and customer retention goals.
- Documented customer interactions and feedback for continuous improvement initiatives.
- Respond to customer inquiries promptly and professionally via email and/or phone to ensure timely resolution and exceptional customer care.
- Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction.
- Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction.
Customer Care Agent Level 3
Golden Customer Care
11.2021 - 12.2024
- Lead and mentor a team of customer service representatives to ensure team goals and KPIs are consistently met, driving improved performance and customer satisfaction.
- Spearhead decision-making and problem-solving efforts by analyzing performance data, addressing customer concerns, and providing timely resolutions.
- Assist agents with real-time guidance during chat interactions, ensuring accurate information is provided and reinforcing best practices for customer support.
- Foster a collaborative and productive team environment by resolving conflicts, motivating team members, and guiding them to meet business objectives.
- Facilitate team meetings in the absence of the supervisor, ensuring clear communication and alignment with organizational goals.
- Support team members in developing the skills needed to enhance their performance and self-sufficiency, contributing to the overall success of the department.
- Adapt to changing customer needs and operational requirements, remaining flexible and responsive to evolving priorities.
Education
High School Diploma -
Yosemite High School
Merced, CASkills
- Performance Enhancement
- Decision-Making and Problem Solving
- Conflict Resolution
- Team Building and Development
- Adaptability
- Leadership and Team Management
- Strategic Planning
- Mentoring
- Collaboration and Communication
- Escalation handling
- Documentation
Timeline
Customer Care Omni-Support Representative
Golden Customer Care
12.2024 - Current
Customer Care Agent Level 3
Golden Customer Care
11.2021 - 12.2024
High School Diploma -
Yosemite High School
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