Danielle Sims Email & Phone Number

Support new hires to achieve their learning objective, challenge colleagues to perform to their best and as self sufficiently as possible, navigating tools to support live demonstrations, call calibration

Providing white glove service

Identified appropriate marketing channels and target customers for campaigns.Conducted research to analyze customers' behavior, including preferences, trends and purchasing habits.Facilitated orders and completed accurately to meet aggressive deadlines.Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.Improved sales abilities and product knowledge on a continuous basis to provide optimal service and achieve quotas.Checked prices for customers and processed items sold by scanning barcodes.Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.Answered questions about policies and concerns to support positive customer experiences.Assisted call-in customers with questions and orders.Delivered superior client services, fostering strong rapport, retention and satisfaction.Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.Responding proactively and positively to rapid change.Exhibited high energy and professionalism when dealing with all levels of clients.

Virtual

Work closely with support agents and leads to encourage and ensure high performance team-wide Challenged myself and my team to raise the bar by driving continuous improvement.Achieved CSR2 (Tier 2) in 34 daysSubject Matter ExpertInterim team lead for 5 monthsMotivated my team to reach organizational goals.Interface and collaborate with other support teams to ensure appropriate product and process knowledge is shared across the larger support teamGoogle documents, MS Office, Microsoft Excel, WebEx, LiveMeeting IT Help Desk Support, ZendeskCompiled and provided reports on a weekly and monthly basis Monitor and assist 20+ teams members each shiftContributed to the growth of the company through a successful team.Creating/updating team SOP documentation and providing refreshers to the team as needed.Assist in preparing reports for senior management Quality Assurance (QA) monitoring agents based on the key performance indicatorsAchieving daily call center metrics.Maintain team KPI’s and metricsKeen attention to details. Handled high call volume (70+ calls per day)Exhibited high energy and professionalism when dealing with all levels of clients.Conducted coaching and training of team members Assist in conducting daily reportsFollow guidelines and requirements in regards to payment card industry complianceHelp customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.Assist team members with questions, respond proactively and positivelyAddress customer complaints and mitigated dissatisfaction by employing timely and effective solutions.