MORHONDA DANIELS
High Point,NC
Summary
A high-energy self-motivated, self-starter with the ability to develop and establish an efficient highly productive workforce. Expertise in staffing, training, motivation, and evaluation of personnel to assure adherence to quality service, product specifications, and customer satisfaction. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Sr. Engagement Specialist
AETNA CVS
HIGH POINT, NC
03.2020 - Current
- Demonstrate outgoing, enthusiastic, caring presence
- Work efficiently & independently, meeting deliverables and deadlines
- Adhere to care management, privacy and confidentiality & quality management
- Accurately document each account
- Learned and adapted quickly to new technology and software applications
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Skilled at working independently and collaboratively in team environment
- Participated in team projects, demonstrating ability to work collaboratively and effectively
- Resolved problems, improved operations and provided exceptional service
- Excellent communication skills, both verbal and written
Assistant Manager
National Pawn & Jewelry
WINSTON SALEM, NC
08.2018 - 03.2020
- Created employee schedules to align coverage with forecasted demands
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Monitored security to protect employees, customers and property
- Assisted in organizing and overseeing assignments to drive operational excellence
- Mentored team members to enhance professional development and accountability in workplace
- Developed detailed plans based on broad guidance and direction
Account Manager
National Pawn & Jewelry
Burlington, NC
02.2017 - 08.2018
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Met existing customers to review current services and expand sales opportunities.
Customer Service Supervisor
EGS Alorica
Greensboro, NC
06.2013 - 02.2017
- Managing inbound agents
- SME- Quality, Management, Development
- Delivery Complaint / Gen Care / E-Support
- Completed bi-weekly payroll for 25 employees
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Assistant Manager/Pawn Broker
PawnMart
Tucker, GA
02.2012 - 06.2013
- Daily planning
- Scheduling
- Merchandising and inventory control
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Pawn Broker/Sales Associate, Store Manager
PAWNMART
Charlotte, NC
08.2011 - 02.2012
- Performing loans on behalf of merchandise for collateral
- Customer Service
- Retail/Sales
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific
- Approved regular payroll submissions for employees
- Assisted with hiring, training and mentoring new staff members
- Managed returns, exchanges and refunds in accordance with store policy
Store Manager
Famous Labels
High Point, NC
04.2008 - 06.2011
- Hire, train and coordinate staff of five
- Handle all merchandise and inventory control
- Prepare daily sales reports
- Interact with corporate personnel on all levels
- Travel/Assist in new store openings
- Direct sales floor activities
- Developed and implemented successful staff incentive programs to motivate employees.
- Assisted in recruiting, hiring and training of team members.
- Rotated merchandise and displays to feature new products and promotions.
- Trained new employees on proper protocols and customer service standards.
Education
Some College (No Degree) - Business. Management
University of Phoenix
Phoenix, AZSome College (No Degree) -
High Point University
High Point, NCSkills
- Computer skills
- Senior Leadership Support
- Executive Management Support
- Clerical Support
Timeline
Sr. Engagement Specialist
AETNA CVS
03.2020 - Current
Assistant Manager
National Pawn & Jewelry
08.2018 - 03.2020
Account Manager
National Pawn & Jewelry
02.2017 - 08.2018
Customer Service Supervisor
EGS Alorica
06.2013 - 02.2017
Assistant Manager/Pawn Broker
PawnMart
02.2012 - 06.2013
Pawn Broker/Sales Associate, Store Manager
PAWNMART
08.2011 - 02.2012
Store Manager
Famous Labels
04.2008 - 06.2011
Some College (No Degree) - Business. Management
University of Phoenix
Some College (No Degree) -
High Point University
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