Dayna Howland Email & Phone Number

Sorrento, Fl, Us

Charlottesville, Virginia, United States

Managing the senior CSR team ranging from 6-7 agents, including conducting bi-weekly coachings as well as bi-weekly call calibrations, performing 2 quality assurance grades per agent per week, and focusing on metric goals on a daily/weekly/monthly basis to ensure a quality customer service experience. Assignment of floor duties daily for the senior team to ensure support and coverage for the business. Host a biweekly senior meeting where I review any business updates, procedure/policy changes, and behavior trends. Implemented a call calibration program that allows a low-pressure review of performance identifying key trends and working on goals chosen by myself and the CSR to focus on for 2 weeks at a time. Have seen an average of an overall 4% rise in quality scores for the team as a whole within 2 weeks of the program being implemented, and a 7% increase after 4 months. Individual scores increase 7-8% within 3-4 months.Implemented a monthly moral program for the senior team where gifts, gift cards, or lunch can be sent to the agent as a show of appreciation. Created a monthly spotlight for employees to nominate those who are excelling in their jobs on each level (agent, senior, coach, etc) as a morale-boosting program.New hire training as well as cross-training/refreshing agents on brands/procedures, creating/updating training material.

Altamonte Springs, Florida, United States

As a Team Lead, responsibilities included managing a team of 10-25 agents and streamlining workflow processes. Also facilitated effective communication among team members and provided mentoring and constructive feedback. Communication, leadership, and decision-making skills were essential in fulfilling this role effectively.Meeting deliverables of 2 coachings and 2 QA audits per agent per weekAssisting agents with career advancement within the companyWorking with the client and reporting team to ensure accurate reporting of metricsEscalating brand concerns and high-priority contacts to the client promptlyPreparing the monthly business review regarding contacts and CSAT results.Weekly review of low CSAT results for areas of opportunity.Mentored and supervised team members to achieve above-target KPIs.

Altamonte Springs, Florida, United States

As a CSR2, my responsibilities included addressing customer queries, resolving technical issues, and maintaining customer satisfaction. Strong communication and problem-solving skills were developed, demonstrating proficiency in multitasking and prioritization under high-pressure situations.Assisting Team Leads with their agents for coaching, IT issues, AUX usage, and consumer contactsCreated a living document for all agents to access with templates, common contacts, resolutions, Salesforce articles, QA reminders, and basic brand info to be utilized at all timesTraining current agents for more responsibilities and taking supervisor calls for escalated situationsReviewing calls/emails/chats for quality assurance Created forms for senior agents to fill out and update Team Leads on coaching opportunities

Altamonte Springs, Florida, United States

As a Beauty Advisor, I provided specialist advice on beauty products to consumers. Conducted personalized product recommendations, and facilitated sales. I consistently ensured customer satisfaction with knowledge and expertise while meeting and exceeding KPIs.Assisting consumers via phone, chat, or email with product questions, recommendations, application and routines, product concerns, order issues, or directing them to the proper department for further assistance as neededAssisting fellow agents in Slack and Google Meets with questions, direction on proper procedures, and resolving consumers' concerns or directing them to a member of leadership depending on their needs while navigating multiple systems at a time to resolve concerns.

United States

Scouting out possible clients for the owner in her local area. Reaching out via Facebook, phone, email and assessing the needs of the client and connecting them with the owner/artist.

Lake Mary, Florida, United States

Take incoming phone calls and assist customer with billing questions, feature changes, store complaints, troubleshooting for many technical issues, upgrades, and various other customer concerns.

Tavares, Florida

Cashiering, Customer Service, Refunds, Answering phones, Making sure cashiers/baggers arrive/go to lunch/leave on time, Lottery, Western Union, Ordering and stocking tobacco, Taking care of any task assigned by the Manager on Duty. Handling all money for the store, balancing cash office for EOD, Assisting with customer complaints/comments/compliments, finding replacements for call-ins, various office paperwork, cleaning up registers/office/counters, Watching over all front end associates, making sure all needed tests and paperwork is filled out by all associates when needed, writing up the weekly schedule when needed.

Orlando, Florida Area

Ran the attraction while maintaining the theme and atmosphere for the guest experience. Provided excellent guest memories while maintain policy of the company.

Apopka, Florida

Cashiered, handled returns, put out new merchandise, set up the seperate clothing departments while maintaining the dressing rooms and assisting customers.

In Progress, Web/Multimedia Management And Webmaster

Activities and Societies: The Grindle Honors Institute, Treasurer of The Non Traditional Students Club

High School Diploma

Activities and Societies: Bowling Team, Early Education, JROTC