Remote Call Center Support Coordinator Candidate

Dana Marie Scales

**** ********* ******* ****, ********, TX 75071

Phone: 214-***-**** Email: ************@*****.***

PROFESSIONAL SUMMARY

Results-driven Call Center and Customer Service Lead with over eight years of experience delivering excellence across high-volume, remote, and multi-brand environments. Renowned for expertise in customer retention, loyalty programs, and performance management, with a proven ability to lead teams that exceed service metrics and elevate client satisfaction. Skilled in developing and coaching staff, optimizing workflows, and implementing customer recovery and retention strategies that drive repeat business and brand loyalty. Brings a strong foundation in sales, service operations, and client relationship management, combined with a polished communication style and an unwavering commitment to professionalism. CORE COMPETENCIES

Inbound & Outbound Call Management

Customer Retention & Membership Renewal

Sales & Upselling Techniques

Loyalty Program Development & Execution

CRM & Ticketing Systems (Salesforce, Zendesk, HubSpot) Conflict Resolution & Customer Recovery Strategies Brand Voice Alignment & Service Excellence

Remote Team Collaboration & Process Improvement

PROFESSIONAL EXPERIENCE

ATE Technologies – Remote

Call Center Loyalty Specialist

Jan 2021 – Present

• Manage customer service and loyalty operations for five high-profile campaigns, delivering brand-specific engagement and service excellence.

• Handle a high volume of inbound and outbound calls to support member inquiries, troubleshoot issues, and provide timely solutions.

• Assist customers with memberships, renewals, account updates, and benefit explanations to ensure seamless experiences.

• Retain memberships through proactive outreach, targeted retention strategies, and personalized follow-ups.

• Identify upsell opportunities aligned with customer needs, enhancing program participation and overall revenue.

• Collaborate with marketing and product teams to improve membership benefits, customer engagement, and workflow processes.

L’ Paragon Atelier – Dallas, TX / Remote

Lead Concierge Retention Specialist

Jan 2016 – Dec 2020

• Directed concierge services for luxury clientele, ensuring high-touch, personalized experiences at every customer interaction.

• Handled inbound and outbound calls for service scheduling, client inquiries, and follow-up communications.

• Consulted with partnered brands on retention and membership strategies, creating tailored initiatives to encourage loyalty.

• Assisted members with account support, service upgrades, and loyalty perks to boost engagement.

• Led and trained a concierge team to deliver consistent service excellence aligned with brand standards.

• Managed high-value accounts with discretion, maintaining trust and long-term customer relationships.

EDUCATION

Associate of Applied Science – Eastfield College – Mesquite, TX High School Diploma – Flower Mound High School – Flower Mound, TX TECHNICAL SKILLS

CRM Platforms: Salesforce, Zendesk, HubSpot

Communication Tools: Slack, Microsoft Teams, Zoom

Productivity: Google Workspace, Microsoft Office Suite AWARDS & RECOGNITION

Customer Excellence Award – ATE Technologies (2022, 2023) Top Retention Specialist – L’ Paragon Atelier (2018 & 2019)

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