DANIELLE CASTRENCE
Los Angeles
Summary
Dynamic professional with a proven track record at WeWork, excelling in operational efficiency and customer engagement. Leveraging analytical solutions and interpersonal communication, I enhanced member satisfaction, achieving a remarkable NPS growth from 57 to 80. Skilled in Salesforce Service Cloud and project coordination, I drive impactful initiatives that foster community and revenue growth.
Overview
6
6
years of professional experience
Work History
Global President of Women of We
WeWork
10.2024 - Current
- Coordinates the global Employee Committee Group at WeWork, driving efforts to cultivate a better, more inclusive atmosphere for people of diverse genders
- Implemented mentorship initiative connecting senior staff and entry-level employees to foster professional growth
- Led workshops alongside different speakers, including a self-defense specialist, assisting employees in mastering de-escalation techniques and emergency safety measures.
Community Lead & Paid Events Lead for Los Angeles
WeWork
Los Angeles
07.2022 - Current
- Collaborates with cross-functional teams, vendors, and building management to deliver operational excellence across three floors
- Coordinates and manages operational requests and escalations for more than 150 companies daily through Salesforce Service Cloud, featuring significant clients such as Airbnb, HeyGen, Pinterest, Trinet, X Corp, and Uber.
- Analyzes Medallia survey responses to develop strategies for enhancing member engagement.
- Analyzes trends in Tableau to guide customer-centric strategies and enhance satisfaction.
- Formulates actionable plans to address customer needs based on survey insights.
- Implemented initiatives aimed at increasing overall member experience through targeted engagement efforts.
- Enhanced relationship NPS (Net Promoter Score) for building, achieving growth from 57 to 80 in a single year
- Managed multiple projects focused on enhancing cell service within the building, executing comprehensive cleaning of bathroom floors, and conducting expert steam cleaning of furniture.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Utilized unused office spaces for events, generating over $45,000 in additional revenue in 2024 through Triple Seat System
- Fosters community engagement through organized events and networking opportunities.
- Developed partnerships with local businesses to provide member benefits.
- Conducts interviews with current members of the community to gain insights into their experiences.
Customer Service Supervisor
UCLA Central Ticket Office
07.2019 - 07.2022
- Supervised phone room operations with over 20 student employees and trained in delivering accurate information, ensuring proper phone etiquette, and resolving customer inquiries through problem-solving skills.
- Directed and revised event calendars, facilitating management of 600+ on-campus events.
- Designed an extensive student training management program incorporating engagement, written communication, and recruitment techniques to expand knowledge in customer service, hospitality, and CRM platform operations.
- Generated monthly analytical phone reports to verify call handling and ensure accurate client billing aligned with service levels for events.
- Specialized in analyzing information from customer issues related to technical programming challenges, collaborating with event producers and client representatives, and developing viable, innovative solutions to customer problems.
Education
Bachelor of Arts - English
University of California
Los Angeles, CA06.2016
Skills
- Analytical solutions
- Call center operations
- Computer proficiency
- Customer Relationship Management (CRM)
- Customer-centric approach
- Data analysis
- JIRA
- Interpersonal communication
- Monday
- Operational efficiency
- Project coordination
- Relationship-building skills
- Resource management
- Salesforce Service Cloud
- Tableau
- Teamwork
- Workday
Timeline
Global President of Women of We
WeWork
10.2024 - Current
Community Lead & Paid Events Lead for Los Angeles
WeWork
07.2022 - Current
Customer Service Supervisor
UCLA Central Ticket Office
07.2019 - 07.2022
Bachelor of Arts - English
University of California