Dannielle Blackburn
Hubert
Summary
Customer support professional well-versed in managing and optimizing support teams. Deep understanding of customer relations and adept at driving team collaboration towards achieving results. Known for adaptability and fostering positive work environment.
Overview
13
13
years of professional experience
Work History
Customer Support Team Manager
Ting Internet
11.2023 - Current
- Conducted regular performance evaluations of team members to provide constructive feedback and encourage professional growth within the organization
- Increased first-contact resolution rates by providing ongoing training in product knowledge and troubleshooting techniques
- Promoted a positive work environment through open communication channels, recognition programs, and team-building activities
- Developed strong relationships with key stakeholders, both internal and external, ensuring seamless collaboration in support-related matters
- Optimized staffing levels with data-driven analysis, ensuring appropriate coverage during peak hours
- Identified inefficiencies within the existing WFM system and recommended process improvements that increased productivity levels
- Designed custom reports using advanced analytics tools to provide actionable insights for senior management decision making
Customer Service Manager
Kelly Services
06.2016 - 01.2024
- Conducted training and managed up to 25 team members to promote productivity, accuracy, and commitment to friendly service
- Monitored KPIs and developed actionable insights to improve efficiency and performance
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- Assisted in onboarding and recruiting of qualified individuals for new departments and positions
- Assisted with adjusting current training programs that would better fit the organization
- Created customer support strategies to increase customer retention
- Utilized tools such as Salesforce and CRM Software
Technical Support Representative
Ellucian
04.2013 - 04.2016
- Managed over 50 customer calls per day
- Resolved diverse range of technical issues across multiple systems and applications for various colleges and universities
- Translated complex technical issues into digestible language for non-technical users
- Used ticketing systems to manage and process support actions and requests
- Monitored systems in operation and quickly troubleshot errors
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Diagnosed and troubleshot hardware, software and network issues
Customer Service Manager
The Online Entrepreneur
10.2011 - 03.2013
- Managed up to 25 employees
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Generated customer satisfaction surveys to analyze results into action plans
- Developed and maintained relationships with customers and suppliers through account development
- Onboarded new employees with training and new hire documentation
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Developed and implemented business strategies to achieve business goals and stay competitive
Education
Master of Science - Cybersecurity
Grand Canyon University
Phoenix, AZ07.2023
Master of Science - Criminal Justice- Focus in Organizational Planning
Grand Canyon University
Phoenix, AZ11.2020
Skills
- Business Development
- Strategic communications
- Staff mentoring & leadership
- Program Development
- Proficient in MS Office
- CRM Software
- Salesforce
- Data-driven decision-making
- Scheduling Optimization
- Ticket management
Timeline
Customer Support Team Manager
Ting Internet
11.2023 - Current
Customer Service Manager
Kelly Services
06.2016 - 01.2024
Technical Support Representative
Ellucian
04.2013 - 04.2016
Customer Service Manager
The Online Entrepreneur
10.2011 - 03.2013
Master of Science - Criminal Justice- Focus in Organizational Planning
Grand Canyon University
Master of Science - Cybersecurity
Grand Canyon University
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