Danielle Parrilla Email & Phone Number

New Providence, Nj

● Directed 13 call center representatives to ensure seamless execution of tasks and duties.● Fostered robust relationships with existing clients and teams by delivering exceptional services.● Met by up to 86% quality scores by conducting call calibration with eight clients and 13 employees.● Promoted to Account Manager from Customer Service Agent and Team Lead within three years of joining.● Grew business and drove revenue by securing clients, such as HEINEKEN USA, two from beauty sectors, and many others from CPG World.● Ensured compliance with quality assurance and executed marketing needs by reviewing client documentation and representative cases.

New Providence, Nj

~ Educated consumers on various fragrance and cosmetic brands, via inbound phone calls and emails regarding quality complaints, product availability, promotions, usage, ingredients and marketing inquiries. ~ Documented consumer information in Customer Relationship Management database in order to recognize trends, measure consumer demand and assure quality of products. ~ Conducted Contacts Review daily to ensure teammates were responding to consumers in the correct manner and assessing edits with representatives to avoid error in the future. ~ Handled scheduling for six customer service teams and reviewed weekly reports to QA the teams progress in order to meet goals set by the client.

~ Interfaced with consumers regarding their skincare regime, on the phone concerning product usage, adverse reactions, pricing and delivery dates. ~ Processed consumer interaction in Customer Relationship Management (CRM) system, as well as packaged and shipped complimentary products to eligible customers.