Danielle Hammond Email & Phone Number

Baltimore, Maryland, United States

Baltimore, Maryland Area

In this role, I serve as subject matter expert and manage multiple internal and external projects simultaneously, prioritizing tasks to meet critical and changing deadlines. I manage the completion of client requests within the account team, channel, test quality team, developers, and technical staff and ensure projects are in alignment with scope. I also ensure that all technological requirements are ready for candidate testing at national and international sites.Key Accomplishments: • Configure scheduling and registration systems for 17 different systems• Monitor Salesforce queue to ensure proper documentation is submitted for all new requests • Deliver troubleshooting and monitor customer satisfaction scores (CSAT)• Lead implementation of CMT Dashboard, significantly reducing labor hours • Conduct training for 75+ new hires and staff members • Supported the Association of American Medical College with scheduling 14k+ appointments

Baltimore, Maryland Area

I delivered high-quality support to clients across computer base and paper testing platforms. I collaborated with cross-functional teams to deliver effective solutions, including partnering with the Client Services department. I updated and maintained various customer systems and client information, executed transactions supporting test administration, composed documents, and created reports. I also identified and implemented improvement processes to ensure timely project completion, customer satisfaction, and client/candidate expectation management.Key Accomplishments: • Investigated and troubleshot 100+ external customer and testing software issues • Advised Contact Center staff on customer calls • Resolved complex customer complaints and inquiries • Promoted to Implementation Systems Analyst in the Client Success department

Baltimore, Maryland Area

I started as a customer service representative before being promoted to team lead due to exceptional customer service. I interfaced with customers and channel sites in a professional manner, made outbound calls to promote client sales, and guided international team members with voucher complaints. Key Accomplishments: • Promoted from customer service representative to team lead• Supported reputable clients, including Microsoft, SUN, and CompTIA• Processed 1M+ vouchers for promotions or discounts for Microsoft

Bachelor'S Degree, Business Administration And Management, General

Associate'S Degree, Computer Business Management