DANI L. PHINISEE

770-***-**** ad490m@r.postjobfree.com ad490m@r.postjobfree.com Dallas, Ga 30132

SUMMARY

Driven, high performance, professional with excellent analytical communication and problem-solving skills. Proficient in developing strategies and exceeding deadlines and passionate about positively impacting programs and helping customers by providing expert support.

SKILLS

• Client Assistance

• Report Preparation

• Data Collection and Entry

• Customer Service

• Collaboration and Teamwork

• Problem Solving

• Scheduling and Appointment Setting

• Workflow Management

• Written and Verbal Communication

• Coaching

• Data Confidentiality

• Active Listening

• Verbal and Written Communication

• Microsoft Office

EDUCATION AND TRAINING

Associate Degree IMC School of Business and Medical Careers

EXPERIENCE

Technical Support Representative, Full-Time 40 hours/wk 06/2021-Present

Continuum Global- Remote- Boise Idaho

Dawson Finger, 208-***-****

• Resolve product or service problems by clarifying the customer’s complaints.

• Analyze customer billing discrepancy inquiries and develop a payment resolution plan to ensure customer satisfaction.

• Document customer complaints and inquiries for use in technical documentation

• Review support cases for technical and trouble shooting accuracy and identify needed process improvements.

• Collect and organize data for monthly reporting to management to determine goals.

• Research complex account issues across multiple database systems to resolve customer account issues.

• Receive inbound calls from customers inquiring about their account status.

• Collaborate with management to ensure decisions made on client accounts are sustainable and compliant with agency policies.

• Capture, verify and analyze account data when discrepancies are discovered.

• Solve critical customer service escalations directed to the supervisor notification que for customer retention.

Nesting Bay Manager, Full-time, 40 hours/wk, 8/2020-6/2021

Georgia Natural Gas-Kennesaw, GA

Eric Walker-Operations Manager 404-***-****

• Developed performance-based employee recognition program.

• Implemented employee performance Metrix to ensure employees met their Personal Development Plans while maintaining company standards.

• Managed daily operations of company Training and Quality Control projects associated with the performance needs of employees.

• Performed risk assessments for the safety and wellbeing of employees.

• Exceeded monthly performance goals established for the positions, call quality, call resolution and policy adherence.

• Recorded and managed employee progress and adjusted Personal Development Plans as needed.

• Uploaded and submitted employment verification documents and completed applications.

• Managed employee grievance forum allowing for open communication to identify and address work and management related issues.

• Maintained positive relationship with vendors by meeting contractual obligations.

Supervisor-Customer Retention and Resolution, Full-Time, 40 hours/wk 7/2018-8/2020

Faneuil, DBA Georgia Natural Gas-Kennesaw, GA

Laura Hollis Floor Manager 706-***-****

• Solved critical customer service escalations directed to the supervisor notification queue for customer retention.

• Analyzed customer billing discrepancy inquiries and developed a resolution plan to customers satisfaction.

• Managed operations to ensure adherence to service level standards and company/department policies and procedures.

• Evaluated agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

• Exceeded monthly performance goals established for the positions, call quality, call resolution and policy adherence.

• Developed customer service telephone follow up process for survey satisfaction responses.

• Compiled and organized data for monthly reporting to management to determine goals.

• Collaborated with other supervisors and management staff to support agents and maximize customer satisfaction.

Customer Service Representative, Full-Time, 40 hours/wk 12/2017-7/2018

Faneuil, DBA Georgia Natural Gas-Kennesaw, GA

Delilah DeJesus Supervisor 770-***-****

• Opened and maintain customer accounts by recording account information.

• Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Built sustainable relationships of trust through open and interactive communication.

• Maintained financial accounts by processing customer adjustments.

• Prepared product or service reports by collecting and analyzing customer information.

• Contributed to team effort by accomplishing required goals.

• Managed large amounts of incoming calls.

• Documented customer interactions, process customer accounts, and filed documents.

• Followed communication procedures, guidelines, and policies.

• Resolved customer complaints via phone, email, mail, or social media.

• Canceled or upgraded accounts to ensure customer satisfaction.

• Utilized various computer systems to perform daily administrative task.

Customer Service Representative, Full-Time, 40 hours/wk 6/2013-12/2017

Alorica, Kennesaw, GA

Pharard Gray Manager 770-***-****

• Opened and maintain customer accounts by recording account information.

• Provided quality day-to day service on client deliverables (B2B)

• Facilitated the negotiation of good and services between multiple business partners.

• Researched complex account issues across multiple database systems to resolve customer account issues.

• Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Performed high volume and time sensitive tasks requiring intermediate research and detailed problem-solving skills.

• Built sustainable relationships of trust through open and interactive communication.

• Met and supported established service goals through meeting and exceeding performance standards, completing customer calls within targeted time frame with quality reviews.

• Recommended potential products or services to management by collecting customer information and analyzing customer needs.

• Prepared product or service reports by collecting and analyzing customer information.

• Managed large amounts of incoming calls.

• Documented customer interactions, process customer accounts, and filed documents.

After School Program Assistant Part-Time, 25 hours/wk 8/2011-6/2013

Learning Bridge Academy, Dallas, GA

Teisha Gail 404-***-****

• Supervised program attendees during routine activities, community events and off-site outings

• Organized learning materials and prepared classroom supplies for after school activities

• Collaborated with staff and parents to establish program guidelines and expectations.

• Provided a balance between child-initiated and teacher-initiated activities.

• Established routines with smooth transition periods between school day and after school program.

• Reported participants’ s developmental progress and generated reports on student’s progress.

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