Dynamic Customer Service Leader with Process Excellence

DANYIA SOILBERRY

**************@*****.*** 229-***-**** ALBANY GA

SUMMARY

Dynamic and results-driven Customer Service Specialist with years of experience delivering world-class customer experiences, handling high-volume inquiries, and optimizing service workflows. Adept at resolving complex customer concerns, improving support processes, and driving operational excellence to exceed performance metrics. Proven ability to enhance customer satisfaction (CSAT), boost retention, and implement efficiency-driven strategies that reduce resolution times and increase first-contact resolution rates. Committed to building lasting customer relationships, training high-performing teams, and leveraging data insights to continuously improve customer interactions. SKILLS

Customer Relationship Management Conflict Resolution Service Optimization CRM & Ticketing Systems KPI & SLA Adherence First-Call Resolution Upselling & Retention Strategies Workflow Automation Process Improvement Quality Assurance Call Center Operations Live Chat & Email Support Training & Development Omnichannel Communication Performance Analytics MS Office Data Entry Cross-Functional Collaboration Organizational Skills EXPERIENCE

06/2025 – 11/2025

Customer Service Specialist – Conduent

● Managed 100+ daily customer inquiries via phone, chat, and email, maintaining a 98% customer satisfaction rating and reducing average response times by 30%.

● Developed a ticket prioritization and escalation framework, leading to a 40% decrease in unresolved cases and improving service efficiency.

● Conducted service quality audits, implementing process changes that increased first-contact resolution rates by 25% and enhanced agent performance.

● Spearheaded a customer feedback program, resulting in a 20% improvement in Net Promoter Scores (NPS) and deeper insights into customer needs.

● Assisted in training and mentoring new hires, reducing onboarding time by 35% and boosting department-wide KPI achievement.

01/2025 – 05/2025

Customer Support Representative – walmart

● Resolved 80+ daily customer service tickets, reducing repeat inquiries by 30% through thorough issue resolution and proactive troubleshooting.

● Optimized the live chat and email support process, decreasing response times by 28% and improving customer retention rates.

● Developed self-service resources and knowledge base articles, cutting low-level inquiries by 22% and freeing up agents for more complex concerns.

● Implemented a service recovery strategy, improving retention by 15% and ensuring customer loyalty even after service issues.

● Assisted in integrating AI-driven chatbots, streamlining support workflows and reducing manual workload by 20%. 07/2024 – 12/2024

Call Center Associate – Teleperformance

● Handled 90+ inbound and outbound calls daily, achieving a 95% resolution rate and maintaining top-tier customer satisfaction scores.

● Used persuasive communication techniques, increasing upsell and cross-sell conversion rates by 18% and contributing to company revenue goals.

● Created a customer pain-point analysis system, allowing the team to reduce complaint escalations by 25% and proactively resolve issues.

● Designed real-time reporting dashboards, helping leadership make data-driven decisions that improved call efficiency by 20%.

● Collaborated with product teams to identify recurring customer pain points, leading to process adjustments that reduced service complaints by 12%.

EDUCATION

● Diploma – MONROE HIGH SCHOOL 05/2024

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