Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
AccountManager

Dayna Wong

Gilbert,AZ

Summary

Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate Salesforce systems. Effective at operating within regulations and escalations and delays department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.

Knowledgeable and dedicated customer service professional with extensive experience in sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Account Manager

OmniEngine
06.2022 - Current
  • Entered customer information into database.
  • Built and strengthened long-lasting client relationships based on accurate data and customer-centric terms.
  • Oversaw new business development and customer servicing.
  • Liaised between account holders and various departments.
  • Contributed to annual revenue goals by selling new services and developing new accounts.
  • Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
  • Educated clients on new Product or service and updated account information to maintain high standards of client service.
  • Introduced new processes to improve account and market tracking for better data analysis.

Customer Experience Advocate

Carvana
06.2021 - 06.2022
  • Entering data in accounts running reports on status of vehicle orders, repairs, claims
  • I am part of team that specifically handles logistical and quality delays for order and escalations
  • Required excellent time management skills to ensure multiple cases I am assigned are carefully analyzed and approved.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Utilized telephone, online chat and email platforms to deliver outstanding customer service.
  • Maintained key performance indicators and acceptable performance levels to support assigned customer base.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.

Customer Service Representative/Call Center Representative

Aerotek
10.2020 - 06.2021
  • Handling calls from physician, pharmacies, and members regarding prescriptions and coverage.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
  • Recommended products to customers, thoroughly explaining details.
  • Promised best prices for pharmacy benefits customer services and maintained accuracy when determining quotes.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Guest Advocate

Target
08.2018 - 08.2020
  • Oversaw fast-paced guest services operations and guests' needs at busy facility.
  • Delivered prompt service to prioritize customer needs.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Helped customers complete purchases, locate items and join reward programs.
  • Answered questions about store policies and addressed customer concerns.
  • Checked personal identifications during alcohol and tobacco sales.
  • Mentored new team members on sales software system operation.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
  • Verified totals, checked store transfers and assisted with price changes.

Education

Diploma -

Kailua High School
Kailua, HI
05.2017

Skills

  • Office Administration
  • Guest Services
  • Communication skills
  • Technical Support
  • Data Entry
  • Using basic scheduling and organizational skills in office setting
  • Business Development
  • Measures traits that are important for successful administrative support professional
  • Development in any professional field
  • De-escalation Techniques
  • Understanding Customer Needs
  • Building Customer Trust and Loyalty
  • Verbal and Written Communication

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

Timeline

Account Manager

OmniEngine
06.2022 - Current

Customer Experience Advocate

Carvana
06.2021 - 06.2022

Customer Service Representative/Call Center Representative

Aerotek
10.2020 - 06.2021

Guest Advocate

Target
08.2018 - 08.2020

Diploma -

Kailua High School

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Dayna Wong