Danielle Roseborough,Mpa, Mba Email & Phone Number

Raleigh, North Carolina, United States

• Establish and maintain a strong working relationship with all businesses across Fund Development, Marketing, membership, and Sales teams to meet business and recruitment goals.
• Led a staff of 10 oversaw new employee skills training to ensure optimal preparation during the first 90 days of onboarding.
• Utilize Metrics and quota driven approaches to tracking, assessing, and meeting new girl membership goals.
• Liaise with the development team and provide ongoing clarifications around project status, new girl initiatives and programs.
• Recommend changes to the allocation of the fiscal year recruiting department budget and partner with finance and membership teams.
• Support the management of business line financial resources effectively.

Raleigh, North Carolina, United States

• Co-owner of CBD shop that specialized in handmade NC agriculture approved wellness products.
• Filed all legal documents and market analysis to understand product revenue and expand.
• Maintained 2 locations and wholesale inventory.
• Led all instore and wholesale staff, onboarded and training and developed staff.
• Build a rapport with regular customers and maintain effective, professional relationships with store employees and vendors.
• Expanded wholesale and B2B relationships getting the products into local wellness business, (Raleigh Raw, Smooth Aesthetics

Raleigh-Durham, North Carolina Area

• Trained staff associates and team leads to ensure first contact resolution rates remained within high customer satisfaction standings, based on case interaction notes.
• Monitor and review consumer transactions and refund requests to minimize fraudulent claims and payments being issued.
• Supervise a team of 15 sale associates and team leads responsible for resolving account issues (account billing, inventory issues, troubleshooting, transaction refunds) via chat and video, phone, and email support.
• Audit and monitor performance of a minimum of 15 associates and their customer interactions on face to face, chat, and phone interactions to ensure customer is being treated with empathy and timely resolution.
• Resolved issues escalated to management to achieve quickest resolution and minimize wait times for issues related to transaction disputes and account management.
• Achieved an average of 94% CSAT (customer satisfaction) number exceeding the 90% goal each quarter for the department and maintained a 97% customer satisfaction survey rating.

London UK

• Liaised and lead teams of 30-40 members with US and UK management teams to train and develop staff to adhere to company best practices.
• Assisted with expanding Lidl to US market and implementing US policies to implement in the market.
• Escalated and managed customer issues related to account records, data input, transaction disputes and reports.
• Provide performance feedback to associates regarding transaction time, escalation rates, and customer rapport.
• Communicate in writing to complete paperwork and detailed reports regarding financial transactions, incidents and/or discrepancies to management and leadership.
• Trained new hires and transitioning teams’ members across multiple business units from UK to US lean staffing needs each quarter to promote international cross-collaboration and skill sets.

Goldsboro NC

• Improved customer experience by overseeing up to three branches at a time and completing redesign projects to increase revenue.
• Supervise a team of 25-30 agents and hourly employees responsible for resolving account issues (account billing, inventory issues, troubleshooting, transaction refunds) via chat and video, phone, and email support.
• Achieved an average of 92% ESQI (customer satisfaction) goal each quarter for the department and maintained an 85% customer satisfaction survey rating.
• Planned the succession of exiting associates at all levels through employee training and mentoring promising associates into management positions.
• Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies.
• Drove financial performance of assigned area by ensuring sales, profit, and automobile inventory goals were achieved by identifying and delegating responsibilities for employees.

 Maintained sales floor visibility, safeguarding the highest possible customer satisfaction ratings. Liaised with stakeholders regarding the implementation and success of daily store functions. Improved operations by ensuring all paperwork, store merchandising requirements, and financial transactions were completed in a timely manner while adhering to.

Durham NC

Master Of Business Administration (Mba), Human Resources Management/Personnel Administration, General

Concentration in Human Resource Strategies

Master Of Public Administration (Mpa), Non-Profit/Public/Organizational Management

Bachelor Of Arts (B.A.), Organizational Communication, General