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. • Delivered new hire training for full-time and seasonal employees working in-office and remotely.

• 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• Led orientation classes focused on skill development and culture understanding

• 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