Customer Service Sales
Resume:
Danielle Mack
** ********** ***. ***** ****, ON M6A 1T8
add1l7@r.postjobfree.com
Qualifications Summary
Highly personable Customer Service/ Sales Professional with over fifteen years of experience in account management, claims and sales processing, and call-center operations within the travel, fitness, and entertainment industries.
Talent for identifying customer needs and presenting appropriate company product and service offerings.
Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
Expertise in resolving escalated customer service issues.
Secured numerous company achievement awards for delivery of exceptional customer service./ Sales Recognition
Proficient with Microsoft Office System / Google Docs/Gmail/ Google Sheets Sales force
Professional Experience
Forest Hill Orthodontics
Treatment Coordinator ( June 2016-Present)
●Encourage patient acceptance of the treatment plan by meeting their needs, answering questions and by creating value for the proposed treatment
●Work alongside service provider to understand treatment options
●Maintain alignment between the patient's’ treatment plan and the services that are delivered to them at each appointment
●Present the treatment options, appointment, payment plans, answer questions and overcome objections to motivate patient to case acceptance
●Establishes life-long patient relationships, ensuring retention and loyalty
●Demonstrate active listening and empathy to patients using effective communication skills
●Attends and actively participates in team meetings
●Regularly presents process improvements to the Practice and seeks opportunities to make extra contributions to the overall benefit of the Practice
●Maintains composure under pressure during times of change
O2E Brands ( 1800GOTJUNK and You Move Me)
Team Lead (Sept 2013 - April 2015)
●Inspired and Empowered team members to perform and produce their best.
●Analyzed the individual performance of each team member and motivated them to perform even better.
●Organized training workshops to improve the performance of outliers
●Analyzed the assigned projects and distributed tasks to the members as per their area of expertise.
●Reported any problem or fault in the project to the project manager or supervisor.
●Offered solutions to Senior leadership regarding project-related queries
●Active participant in meetings, trainings and professional, skill-development sessions.
●Attended conferences for developing expertise
●Speaker at Annual Gala
●Generates sales of new products while maintaining current deals.
●Expert at finding new sale opportunities.
Westjet Airlines
Customer Care Representative (Pearson Airport - 6 month Contract)
Completed wide variety of excellent guest service, and overcame guest concerns quickly and effectively with integrity and empowerment
●Addressed passengers’ concerns about delayed and cancelled flights and resolved the issues through effective communication.
●Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.
●Developed highly empathetic guest relationships and earned reputation for exceeding customer service standards.
● Demonstrated a team player attitude as well as exceeded at personal independence on the front line
●Processed airline ticket orders, answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity.
●Received multiple reviews acknowledging my level of dedication to excellent customer service.
LA Fitness
Customer Service Manager and Sales Associate (June 2009- June 2012)
●Ensured superior customer experience by introducing clients to a new lifestyle, addressing any customer concerns, demonstrating empathy and resolving problems on the spot.
●Dramatically enhanced customer-satisfaction ratings by expediting all requests and ensuring a high degree of accuracy
●Cross trained and provided back up customer service whenever needed
● Generated sales to new clients as well as upgrading existing clients to ensure retention and referrals
●Assisted customers in goal setting, food plans, personal training and childcare while in the facility
● Received multiple reviews acknowledging my level of dedication to excellent customer service.
Shapes Fitness Clubs
General Manager
Fitness and Personal Training Supervisor (August 2004-June 2007)
(Awarded Manager of the Year 2003 and 2004)
●Supervised the fitness areas of the entire fitness Center. (Co-ed as well as Women`s only)
●Assisted with the daily operations of the fitness areas.
●Maintained and monitored for compliance all fitness area rules, policies, and regulations.
●Provided group and one-on-one fitness equipment orientations for students & staff.
●Maintained a thorough understanding of all policies and procedures concerning available fitness facilities and programs.
●Provided information and knowledge of different fitness and exercise programs.
●Enforced all policies of the Shapes Fitness Center, and ensured participants conducted themselves in an orderly manner.
●Completed all assignments on the shift report and record participation counts.
●Inspected the Fitness Area and all equipment to ensure they were clean and safe for patron use.
●Informed facility users of various sponsored programs.
●Maintained annual certifications as required.
●Completed all clerical and paperwork required for programs or services.
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