Summary
Overview
Work History
Education
Skills
Timeline
Generic

Denise Delva

Lauderhill,FL

Summary

Experienced professional focused on meeting or exceeding objectives seeking Customer Experience Manager position. Offers advanced training and knowledge of industry best practices. Recognized for leadership, planning abilities and clear, direct communication style.

Overview

17
17
years of professional experience

Work History

Supervisor, Contact Center

Fiserv
Coral Springs, FL
10.2015 - 05.2022
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
  • Set overall vision and provided team leadership.
  • Identified individual employee's unique work styles and adapted management methods.
  • Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
  • Audited and documented processes and procedures for improvement.
  • Performed annual evaluations and reviews for employees.
  • Maintained compliance with company policies, objectives and communication goals.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Streamlined operations of multiple lines of business within organization.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Prepared, calibrated and monitored production to maintain optimal production levels and consistently achieve daily targets.
  • Tracked and prepared monthly reports of goals to management.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.

Sales Associate

Victoria Secret
Coral Springs, FL
11.2015 - 02.2016
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions regarding sizing, accessories and proper care for merchandise.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Solved customer challenges by offering relevant products and services.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Processed product returns and assisted customers with other selections.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
  • Maintained records related to sales, returns and inventory availability.
  • Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
  • Trained and developed new sales team associates in products, selling techniques and company procedures.
  • Tracked stock using company inventory management software.
  • Loaded and unloaded merchandise using ladder and pallet jack.
  • Prepared large cash deposits with zero discrepancies.
  • Applied security and loss prevention training toward recognizing risks and reducing store theft.
  • Developed, marketed and sold full range of products and support services.

Quality Analyst

First Data
Coral Springs, FL
02.2015 - 10.2015
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Monitored inbound and outbound calls made by employees to provide constructive feedback.
  • Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
  • Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.

Sales Associate

Victoria's Secret & PINK
Pembroke Pines, FL
02.2010 - 07.2015
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions regarding sizing, accessories and proper care for merchandise.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Solved customer challenges by offering relevant products and services.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Processed product returns and assisted customers with other selections.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
  • Maintained records related to sales, returns and inventory availability.
  • Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
  • Trained and developed new sales team associates in products, selling techniques and company procedures.
  • Tracked stock using company inventory management software.
  • Loaded and unloaded merchandise using ladder and pallet jack.
  • Prepared large cash deposits with zero discrepancies.
  • Applied security and loss prevention training toward recognizing risks and reducing store theft.
  • Developed, marketed and sold full range of products and support services.

Customer Service Agent

First Data
Coral Springs, FL
09.2013 - 02.2015
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Completed troubleshooting steps and provided resolution for technical issues.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Entered customer interaction details, document problems and record solutions offered.
  • Recommended products to customers and suggested other options if preferred product was unavailable.
  • Educated customers on company systems, form completion and access to services.
  • Provided primary customer support to internal and external customers.
  • Facilitated communications through management of inbound and outbound customer calls.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.

Supervisor, Customer Service

Interactive Response Technologies
Miramar, United States
07.2010 - 07.2013
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
  • Set overall vision and provided team leadership.
  • Identified individual employee's unique work styles and adapted management methods.
  • Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
  • Audited and documented processes and procedures for improvement.
  • Performed annual evaluations and reviews for employees.
  • Maintained compliance with company policies, objectives and communication goals.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Streamlined operations of multiple lines of business within organization.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Prepared, calibrated and monitored production to maintain optimal production levels and consistently achieve daily targets.
  • Tracked and prepared monthly reports of goals to management.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.

Education

BBA - Marketing

University of Technology, Jamaica
Kingston, Jamaica

Skills

  • Technical Proficiency
  • Managing Operations and Efficiency
  • Employee Performance Reviews
  • Client Contact
  • Morale Improvements
  • Administration and Reporting
  • Constructive Feedback
  • Scheduling and Coordinating
  • Performance Tracking and Evaluations
  • Employee Coaching and Motivation
  • Motivational Leadership
  • Individual Sessions
  • Performance Appraisal
  • Assignment Delegation
  • Performance Strategies
  • Employee Support
  • Store Layouts
  • Maintaining Clean Work Areas
  • Client Correspondence
  • POS Inventory System Operation
  • Lead Follow-Up
  • Confidentiality Requirements
  • Customer Feedback
  • Personnel Recruitment
  • Staff Meetings
  • Meeting Support
  • Call Volume Analysis
  • Credit Card Transaction Processing
  • Behavior Identification
  • Continuous Quality Improvement (CQI)
  • Supervisory Abilities
  • Professional Relationships
  • Customer Care
  • Client Interactions
  • Information Updates
  • Active Learning

Timeline

Sales Associate

Victoria Secret
11.2015 - 02.2016

Supervisor, Contact Center

Fiserv
10.2015 - 05.2022

Quality Analyst

First Data
02.2015 - 10.2015

Customer Service Agent

First Data
09.2013 - 02.2015

Supervisor, Customer Service

Interactive Response Technologies
07.2010 - 07.2013

Sales Associate

Victoria's Secret & PINK
02.2010 - 07.2015

BBA - Marketing

University of Technology, Jamaica

Similar Profiles

CREATE PROFILE
Denise Delva