Imani DeJan
Los Angeles,USA
Summary
Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
Emergency Ready
Los Angeles, CA
05.2021 - 01.2023
- Led a high-performing team of Customer Service Representatives, improving response times and boosting client satisfaction scores.
- Developed and implemented quality assurance tools, ensuring timely and consistent resolution of customer concerns.
- Provided coaching, training, and performance evaluations to drive employee development and retention.
- Resolved escalated issues with empathy, balancing customer needs with company policies.
Customer Service Representative
NordstromRack.com HQ
Los Angeles, CA
11.2019 - 04.2021
- Delivered multi-channel support via phone, email, and social media, maintaining an average satisfaction rating of 90%+.
- Navigated four internal platforms to manage orders, returns, and customer profiles.
- Handled high call volumes and complex customer scenarios with professionalism and accuracy.
- Contributed to team KPIs including first-call resolution and average handle time.
Customer Service Representative
Yapstone
Walnut Creek, CA
01.2017 - 02.2019
- Provided account support and onboarding guidance to property management clients.
- Explained pricing, account features, and transaction processes to increase product understanding and retention.
- Maintained quality benchmarks in accuracy and customer satisfaction.
Customer Support Roles (Contract & Seasonal)
10.2013 - 12.2016
- Roles included: OfficeTeam (CSR), USPS (Mail Carrier), Verizon Wireless (CSR), Nike Inc. (Retail CSR)
- Built foundational customer service and data entry skills.
- Managed frontline interactions, handled payments, and supported back-office operations.
Education
B.A. - Communications, Sociology
California State University, Bakersfield
05-2026
Completed coursework - Public Relations
San Jose State University
Skills
- Customer Relationship Management (CRM) systems
- Zendesk
- Salesforce
- Shopify
- Cross-functional communication
- Conflict resolution
- Data entry
- Documentation accuracy
- Multitasking
- Time management
- Empathy-driven client engagement
Accomplishments
- Franklin Planner Training Course
Timeline
Customer Service Supervisor
Emergency Ready
05.2021 - 01.2023
Customer Service Representative
NordstromRack.com HQ
11.2019 - 04.2021
Customer Service Representative
Yapstone
01.2017 - 02.2019
Customer Support Roles (Contract & Seasonal)
10.2013 - 12.2016
B.A. - Communications, Sociology
California State University, Bakersfield
Completed coursework - Public Relations
San Jose State University
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