Danielle Schramm Email & Phone Number

Portland, Oregon

• I was chosen to travel to Kansas for a leadership boot camp with the client and to bring back and present alternative ideas to the site. • Recognized by site leadership as an essential part of the site’s success, as well as provided special profile to assist to when site management was on vacation. • Participated in Sites Spirit committee, and Woman’s Impact Network• Answering agent questions regarding processes and policies.• Identifying operational concerns and suggesting improvements.• Monitoring and evaluating agent performance, providing learning opportunities, and strengths.• Working with supervisors and management team members to support agents and maximize customer satisfaction.• In charge of up to 15 agents including setting expectations for call center objectives, performance standards and policies, pay, schedules and stats. • Coached and developed agents utilizing S.M.A.R.T. coaching methods to ensure agreement on desired outcome and how to achieve it.

Portland, Oregon

• Open site in the morning• Began create files for data to send out to site leadership.• Began working with Training coaches to manage new hire team for quicker• Answering agent questions regarding processes and policies.• Identifying operational concerns and suggesting improvements.• Monitoring and evaluating agent performance, providing learning opportunities, and strengths.• In charge of up to 15 agents including setting expectations for call center objectives, performance standards and policies, pay, schedules and stats.• Coached and developed agents

Portland, Oregon, United States

• Closed site at end of day.• Answering agent questions regarding processes and policies.• Identifying operational concerns and suggesting improvements.• Monitoring and evaluating agent performance, providing learning opportunities, and strengths.• In charge of up to 15 agents including setting expectations for call center objectives, performance standards and policies, pay, schedules and stats. • Coached and developed agents.

Portland, Oregon, United States

Customer Service Specialist, 2010-2014• Handled phone calls for a major cellular company• Informs clients by explaining procedures; answering questions; providing information.• Maintained upward communication by reporting problems.• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.• Leveraged my desire for growth by studying new product descriptions and participating in educational opportunities.• Exceeded in both Client and Organization goals.

Portland, Oregon, United States

• Monitor compliance with health regulations regarding food preparation, serving, and inventory• Monitor food preparation methods, portion sizes, garnishing and presentation of food to ensure that food is has met standards.• Investigate and resolve complaints regarding food quality, service, or accommodations.• Coordinate assignments of cooking personnel to ensure economical use of food and timely preparation.• Schedule and receive food and beverage deliveries, checking contents to verify product quality and quantity.• Monitor budgets and payroll records. Review transactions so that expenditures are authorized and budgeted.• Establish standards for personnel performance and customer service.