Machaela Daniels
Garland,TX
Summary
Contact Center Specialist with 12+ years of experience resolving escalated issues at companies like Equifax and AmerisourceBergen. Fostered interdepartmental collaboration across account management and system integrity teams. Developed an efficient issue escalation system, leading to quicker problem resolution and increased customer retention.
Overview
15
15
years of professional experience
Work History
Client Service Representative
Solomon Page/ Corelogic
Irving, Texas
12.2024 - 04.2025
- Interfaces with customers to resolve 1st and 2nd tier/escalated service issues, ensuring timely and effective resolutions.
- Spearheaded improvements to the order intake process by creating a new tracking system, cutting processing time by 18% and enhanced order accuracy, with minimal direction from senior colleagues
- Diagnosed and triaged over 50+ moderately complex customer issues weekly, collaborating across departments to ensure swift resolutions that improved customer satisfaction scores by 0.3 points.
- Championed the creation of a centralized knowledge base, which personally led to a 10% decrease in repetitive inquiries, and maintained 99.99% uptime in a regularly used knowledgebase.
Customer Support Specialist
DISA Global Solutions
Houston , TX
10.2023 - 07.2024
- Championed efficient handling of customer inquiries by resolving technical issues via phone and email with the fastest resolution time, reducing the backlog by 9%.
- Orchestrated the analysis of intricate customer issues, collaborating across departments to implement solutions, which improved customer satisfaction scores by 7 points within the specified timeframe.
- Bolstered the integrity of the client database through rigorous monitoring and validation, contributing to a 5% weekly reduction in time spent on rectifying data inaccuracies.
- Upholding regulatory standards, elevated customer satisfaction ratings by 8 points by ensuring strict adherence to data privacy policies during all customer interactions.
- Spearheaded the creation of a comprehensive knowledge base for common client issues, empowering clients to self-resolve issues and decreasing the support ticket backlog by 35%.
CLIENT SERVICE REPRESENTATIVE-ELEARNING SUPPORT
Traliant
New York, New York
06.2022 - 09.2023
- Masterminded the efficient delivery of e-learning solutions to 30 concurrent clients while receiving recognition from leadership for dedication to meeting client needs.
- Orchestrated a new client onboarding process, cutting down onboarding time by 25% and improving initial client satisfaction scores by 15%, ensuring smoother transitions to the platform.
- Accelerated client onboarding, managing up to 30 clients simultaneously, and expedited delivery of six e-learning courses within a 30-day window using the Traliant LMS.
Program Coordinator
AmerisourceBergen Pharmaceutical Distributor
Carrollton, Texas
01.2021 - 01.2022
- Orchestrated comprehensive onboarding and offboarding procedures, directly supporting 15+ Cubbixx customers monthly, ensuring a seamless transition and maintaining high client satisfaction scores across the board.
- Spearheaded the onboarding of Cubbixx customers, receiving recognition as the most trusted point of contact by 9 of 10 high-profile clients within the first quarter.
- Expedited life-saving medication delivery by 25% through optimizing supply chain and collaborated with healthcare providers, ensuring critical treatments reached clients swiftly in emergency situations.
- Orchestrated remote servicing for 30 Cubbixx refrigerator locations
Client Service Representative
Amerisource Bergen Drug
Carrollton, Texas
04.2015 - 01.2021
- Catalyzed interdepartmental communication between Account Management and System Integrity, decreasing order fulfillment time for high-profile clients by 15% and improving client satisfaction scores.
- Cultivated relationships with Account Management, System Integrity, and IT departments, which expedited life-saving medication deliveries on 4 occasions due to process improvements.
- Orchestrated seamless order management for 40+ clients by bridging communication between Returns, IT, and Account Management, resulting in 20% faster issue resolution.
- Executed data entry tasks, processing 75+ customer orders weekly, accessing previous order history, managing special orders, and providing current prices, with 98% accuracy.
Client Service Representative
Equifax Commercial Information Solutions
Irving, Texas
06.2011 - 11.2014
- Transformed the client registration experience for the Inet database by providing tailored support, resulting in a 25% increase in successful initial registrations and faster processing.
- Authored comprehensive documentation for 8+ critical system processes and user guides, reducing the time spent on client support requests by 30% and improved first call resolution.
- Initiated thorough analysis of the largest trees in the database, rectifying discrepancies, elevating data accuracy by 6+%, ensuring compliance with regulatory requirements and minimizing potential risks.
- Procured 15+ new government data sources, which enhanced data linkage projects and drove the population of legal names within the Equifax data management database, improving coverage by 1.5%.
Pharmacy Customer Service Representative
CVS/Caremark
Irving, Texas
09.2010 - 03.2011
- Orchestrated solutions to patient inquiries via phone and email channels, attaining a 9/10 average satisfaction score and contributing to a 25% reduction in escalated complaints.
- Processed prescription orders using CVS/Caremark software systems.
- Handled customer complaints with empathy and professionalism.
- Supported team members by training new staff on procedures.
- Adhered to all HIPAA regulations regarding patient privacy and confidentiality.
- Resolved customer complaints and concerns in a professional manner.
Education
Diploma - Medical Assistant
Westwood College
Dallas, TX05-2005
Skills
- Customer Data Management & File Review
- Training & Process Documentation
- Technical Troubleshooting & Accuracy Checks
- Customer Communication & Engagement
- Organizational & Problem-Solving Skills
- Client onboarding
Timeline
Client Service Representative
Solomon Page/ Corelogic
12.2024 - 04.2025
Customer Support Specialist
DISA Global Solutions
10.2023 - 07.2024
CLIENT SERVICE REPRESENTATIVE-ELEARNING SUPPORT
Traliant
06.2022 - 09.2023
Program Coordinator
AmerisourceBergen Pharmaceutical Distributor
01.2021 - 01.2022
Client Service Representative
Amerisource Bergen Drug
04.2015 - 01.2021
Client Service Representative
Equifax Commercial Information Solutions
06.2011 - 11.2014
Pharmacy Customer Service Representative
CVS/Caremark
09.2010 - 03.2011
Diploma - Medical Assistant
Westwood College