Danielle R. Email & Phone Number

Remote

Chicago, Illinois

• Managed a specialized team of 23 representatives working in-office and remotely
• Ensured the completion of site and tools improvements.
• Created and maintained a close relationship with the Getaways market management and sales teams to deliver an excellent experience for our purchasing customers and hotel partners.
• Worked with multiple departments to drive change and improve the overall customer experience
• Oversaw multiple projects including developing and implementing a productivity metric for the Getaways Outbound Team.
• Analyzed data and reporting to assist in Contacts Per Unit (CPU) reduction.

• Managed a team of 18 representatives working remotely
• Analyzed data and drove operational improvements
• Held weekly meetings with my team members to aid with development
• Ensured company policies and guidelines were being followed
• Provided monthly and end of year reviews for all reports on approach, productivity, attendance, and quality.

• Coached and shadowed team members; assessed employee performance and presented solutions and suggestions to improve and reach their full potential
• Trained team members on new material and policies
• Addressed internal requests from other departments regarding customer facing issues
• Handled escalated customer issues from team members
• Completed specialized projects for the Customer Service department

Groupon Inc

• Assisted Supervisor and Manager with all escalated customer issues and oversaw a team of customer service representatives
• Directly supervised a team of temporary Customer Service Representatives
• Trained temporary employees on customer service policies and administrative systems

• Provided customer service in the electronic commerce division
• Utilized problem solving and active listening techniques to resolve difficult customer scenarios
• Addressed over 100 customer concerns daily
• Generated repeat business through successful client interaction
• Communicated effectively with multiple internal departments
• Trained newly hired representatives and associates

• Ensured safety and comfort of airline passengers during flight
• Led pre-flight safety presentations to inform customers of emergency protocols
• Completed intensive training program that included classroom and field evaluations

• Organized large-scale events focused on promoting disease awareness
• Created event marketing campaigns to generate foundation revenue
• Cold called local businesses to fundraise donations and build community relationships

• Provided customer service in a highly dynamic atmosphere
• Marketed catering and event services to local businesses

Bachelor Of Arts, Sociology And Business

Activities and Societies: Black and Blue Dance Team, Alpha Phi Omega

Sociology

2008 Spent a semester taking 15 credit hours of classes and experiencing the European culture