Customer Service & Support Professional

Danielle Henderson

**** ******* ** ** **********, DC 20011 202-***-**** *************@*****.***

Professional Summary

Dynamic professional with 15+ years of customer service experience, including frontline and support roles. Demonstrates exceptional communication, time management, and team training skills. Adept at building positive relationships, troubleshooting inquiries, and coordinating logistics, ensuring a warm and welcoming experience for guests and tenants. Work Experience

Customer Support Analyst II

HighRise Consulting Inc.

July 2017 to March 2025

• Delivered exceptional customer service by answering, troubleshooting, and resolving end user issues for the eRA Commons grants management site using Footprints and ServiceNow ticketing systems

• Conducted remote troubleshooting sessions and escalated complex issues via WebEx meetings, ensuring timely resolution and customer satisfaction

• Trained new hires both onsite and remotely on system usage and internal applications, enhancing team knowledge and performance

• Provided ongoing education to employees struggling with documentation and troubleshooting processes to improve service quality

• Documented support cases thoroughly with screenshots and WebEx recordings to facilitate escalations and knowledge sharing

HIPP Coordinator

American Kidney Fund

August 2006 to July 2017

• Managed customer relations with contacts at over 10 dialysis companies, troubleshooting grant applications and ensuring smooth processing using Grants Management System (GMS)

• Delivered training sessions to dialysis company points of contact on GMS usage, improving user experience and application accuracy

• Created PowerPoint presentations to simplify GMS access and application submission processes for users

• Processed grant applications efficiently to assist clients with health insurance premium payments Office Assistant/Billing & Payroll Coordinator

Porter Education & Communications, Inc

August 2003 to October 2005

• Assisted visitors by providing information on employment opportunities and programs, enhancing customer experience

• Managed billing and payroll processing for independent contractors ensuring timely and accurate payments

• Maintained invoice records for multiple contracts under the No Child Left Behind act, supporting organizational compliance

Skills

Customer service Communication skills Problem-solving Troubleshooting Technical Support Employee Training ServiceNow Microsoft Outlook Microsoft Excel Data entry Administrative experience Clerical experience Help Desk Team management Supervising experience

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