Customer Service Human Resource
Resume:
Danika Weatherspoon
EXPERIENCE
ShopperTrak
International Data Analyst
Recover and process international and domestic data for retail and mall
locations
Work with field technicians for new installations and support related
troubleshooting for retail and mall locations
Complete initial troubleshooting of cases which includes Orbit
configuration and communication troubleshooting for problems related to
accuracy, missing data, and variance
Manage and assign cases in the Remedy CRM system
Determine validity and quality of data
Field support related calls and requests from ShopperTrak's international
partners
Work with other department resources to ensure a collaborative work
environment
Perform overnight Production Support functions including monitoring extract
web pages, running portal recovery reports, monitoring Mall ADR PCs, and
monitoring Unix servers
Perform overnight IT functions including monitoring Job Watch and
restarting Unix servers
CashAmerica(Enova Financial)
07/2010-08/2011
Customer Service Team Lead
Managed a staff of 30+ reps in a high volume inbound call center
Corresponded with customers via phone, e-mail, and LivePerson
Assisted manager with scheduling, payroll, quality assurance, and training
Monitored team performance to ensure that the call center goals are met and
supporting call center quality and training efforts
Measuring and demonstrating the group productivity as well as the
individual's reports related to customer outcomes.
Writing and conducting performance evaluations, making employment
decisions, setting up performance goals and targets for assigned team.
Analyzing data or statistics to identify the customer service level, the
organization is providing.
The LaSalle Network (Computershare Fund Services), Chicago, IL
05/2009 - 05/2010
Telephone Proxy Agent
Assisted shareholders with registering their votes for upcoming shareholder
meetings
Provided any necessary information regarding proxy statements
Exceeded daily goals in a high volume call center making 100+ outbound
calls
DataPrompt Int'l, Chicago, IL
03/2009 - 10/2009
Telephone Market Researcher
Conducted market research for various Fortune 500 companies
Provided consumer information regarding client products and services
Made approximately 200-300 outbound calls daily
People Scout, Chicago, IL
06/2007 - 01/2008
Telephone Human Resource Recruiter
Performed screenings and preliminary interviews to potential job applicants
for Fortune 500 clientele
Scheduled qualified applicants to face-to-face interviews
Sears, Roebuck & Company, Chicago, IL
10/2006 - 06/2007
Fine Jewelry Consultant
Initiated new advertising strategies, which enhanced consumer image of the
department and increased customer traffic
Extensive work with visual standards and merchandising high-ticket items
Placed orders and handled receiving of products as well as inventory
Coordinated marketing and promotional in-store events
Marshall Fields & Company, Chicago, IL
11/2003 - 12/2005
Sales Associate
Provided customer service in a fast paced environment, while exceeding
daily credit and sales goals
Contributed to the addition of the Ralph Lauren Childrenswear Boutique
Organized and participated in special events and promotions
AT&T Voice & Data, Chicago, IL
03/2003 - 11/2003
Website Optimization Specialist
Provided information on website optimization to potential clients
interested in maximizing their website audience
Worked directly with chief executive officer in attracting new clients
Performed filing, receptionist, record keeping and other clerical related
tasks
Handled all client requests and inquiries
EDUCATION
Robert Morris College, Chicago, IL
10/2005-12/2007
Bachelor of Arts-Business Management
Dean's List, G.P.A 3.6
Phoenix University, online studies
10/2011-Present
Bachelor of Arts-Business Management
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