Danielle Dekerlegand Email & Phone Number

Aurora, Colorado, United States

Irving, Tx

Experience in selecting new hire candidates, calibrating with recruiting and l&d for best outcomes, owning the first 90 days with a focus on reducing early attrition, aiding in refining and tailoring virtual training to improve competency, monitoring KPI's for speed to competency in production, and ensuring production readiness, while ensuring a positive training and work environment. Involved in multiple channels of work including inbound and outbound calling, digital (chat), and specialty care. Experience coaching tenured agents, new hires, and track record of developing direct-reports to meet company needs and individual development opportunities.

Irving, Texas, United States

Oversaw the performance of up to 25 front-line representatives to ensure adherence to company policies as well as continuous growth and development. Conducted interviews to select new hire candidates to join the role, delivered weekly and as-needed coaching for performance and career development. Mentored team leads for skill growth and career development.

Irving, Texas, United States

Provided support and coaching to front-line representatives in alignment with and support of the company, shift, and manager's goals.

Irving, Texas, United States

Answered high volume inbound calls from external customers and varied collaborative departments. Consistently met and exceeded performance goals with a high level of customer satisfaction.

Beaumont, Texas, United States

Entered as CSR I provided loan servicing and customer service regarding product warranty and service. During this time I aided in a chat assistance pilot. I promoted to Help Desk where I provided feedback on employee submissions to ensure policies are executed properly and enforced a firm understanding of the employee and operational guidelines. Placed outbound calls in response to corporate escalations, social media complaints, BBB disputes, and interdepartmental escalations. This required research in multiple systems, cooperative communication between departments, and submission to executives for outside the box solutions. Later promoted to Help Desk Lead I became responsible for on-boarding new help desk agents, guiding through daily tasks and policies and procedures. Also responsible for dispersing and monitoring Help Desk tickets to Help Desk agents to ensure accurate implementation of company policies, production levels, and appropriate resolutions and resolution rates.

Beaumont, Texas, United States

Implemented and executed training processes for new hires and general office operations as a representative of contracted concierge customer service company. Generated a reference manual for troubleshooting office procedures and training new employees. Oversaw office scheduling, evaluating daily performance of employees, and daily balancing of cash and credit transactions. Handled multiline phone inbound calls as well as proactively greeting and assisting customers in office. Daily duties also included calculating the invoices and processing payments using dealership’s software.

Nederland, Texas, United States

Instruct and motivate students aged 8-17 in various fields of study while maintaining a positive learning environment conducive to safe, varied, and stimulating learning. Inspiring students to engage and perform with positive reinforcement, and individualized learning methods. Worked extensively in Special Education department, tailoring education and communication to a variety of learning abilities and preferences.