Danielle C.
Junior Customer Service Representative
Open to offersNew to PlatformPortfolios
About
Danielle C. is an adept Customer Service Advisor with a strong foundation in handling complex customer interactions and office management. In her role at Optimum, she skillfully managed over 70 daily inbound calls for U.S. accounts and coordinated tech appointments across four time zones, maintaining a 95% QA score through her expertise in CRM updates and first-call resolution. Previously, Danielle served at Sutherland Communications in Kingston, where she excelled in billing inquiry resolution and lead qualification, achieving a 90%+ CSAT rate. Her tenure at Advantage Communications showcased her de-escalation talents, recognized by her supervisor. In addition to her customer service roles, she has experience in social media management and event logistics, supporting art initiatives and real estate events. Danielle is proficient in appointment setting and demonstrates commitment to quality service across multiple sectors, including telecommunications and real estate.
Experience
Customer Service Advisor
Optimum · 2025 — 2026Handled over 70 daily inbound calls for U.S. residential and business accounts, resolving issues related to billing, services, and technical support. Scheduled more than 25 tech appointments weekly using the internal CRM, coordinating between customers and technicians across four time zones. Maintained a quality assurance score of 95% through active listening and effective data entry while achieving first-call resolution. Managed office duties, including email triage and escalations for VIP accounts.Customer Care Representative
Sutherland Communications · 2024 — 2025Assisted U.S. clients with billing inquiries, accessed customer records, and verified account information, ensuring full compliance. Identified customer needs, qualified leads, and scheduled service appointments while overcoming objections related to pricing and timing. Achieved customer satisfaction scores exceeding 90% by demonstrating empathy and confirming understanding in complex billing disputes.Customer Service Advisor
ITEL International · 2025 — 2025Delivered customer service support for U.S. campaigns by addressing inquiries, complaints, and service orders. Managed the workflow for appointment scheduling for follow-up calls, ensuring compliance with service level agreements to reduce no-show instances.Customer Care Representative
Advantage Communications · 2023 — 2024Provided frontline support for U.S. telecom customers, averaging over 60 calls daily while maintaining a low escalation rate of less than 2%. Ensured customer understanding of complex issues and documented all interactions in CRM accurately. Recognized for de-escalation skills and customer retention by the supervisor.Executive Assistant
Temporary Night Contract · 2023 — 2023Performed office management tasks and created calendar schedules for future real estate events and client meetings. Coordinated logistics and communications among multiple stakeholders without creating scheduling conflicts.Freelance Assistant
The Kingston Creative Artwalk · 2023 — 2023Provided administrative support for art initiatives by coordinating logistics, communications, and scheduling for various vendors and attendees. Assisted in project management and execution of more than five public events.Social Media Operator/Manager
KAAST MODELS · 2022 — 2023Oversaw content posting across all social media platforms, creating over five new pieces daily to enhance engagement. Assisted customers with inquiries on goods and services through direct messages and comments, facilitating conversions into bookings.Dispensary Agent
WEED AND SEED COMPANY LTD · 2022 — PresentInvolved in customer ID verification, sales, and promotion of products.Waitress/Runner
Kingz Bar and Lounge · 2021 — 2022Provided customer service, managed tables, and focused on customer satisfaction.
Skills & Expertise
Education
- CSECEdith Dalton James High School · 2017 — 2022
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