Hi, I’m
Danielle Gadson
Los Angeles,CA
Summary
Diligent Customer Service Specialist with exceptional skills in customer service, data entry, and conflict resolution. Recognized for effectively addressing customer complaints with integrity and professionalism to ensure satisfaction and retention. Motivated team player dedicated to contributing to organizational success while fostering positive relationships with clients. Experienced in child development and passionate about supporting families by promoting healthy parent-child dynamics through compassionate education and practical guidance. Adept at blending technical proficiency in customer service with a strong commitment to enhancing family support and development, consistently empowering parents to build confidence and create nurturing environments for their children.
Overview
7
years of professional experience
1
Certificate
Work History
Unified Residental Homes
Direct Care Worker
10.2024 - Current
Job overview
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided emotional support to patients during difficult times, fostering a sense of trust and psychological wellbeing.
- Assisted patients with daily living activities such as bathing, dressing, grooming, and feeding for improved quality of life.
- Delivered exceptional service by prioritizing patient safety while maintaining confidentiality according to HIPAA guidelines.
- Maintained detailed records of patient progress, ensuring accurate information was readily available for healthcare providers and family members.
RY Services LLC
Nurturing Parent Practitioner
05.2022 - 10.2024
Job overview
- Maintained a customer resolution rate of 95% over my tenure with the company.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Participated in ongoing proprietary product training and certifications to become more of an asset and advance my knowledge in problem-solving, CRM software, and customer service.
- Executed on-time and under-budget project management to resolve complex issues.
- Led team engagement to assist cross-functional departments and achieve goals.
- Facilitated parent education workshops on child development and effective communication strategies.
- Developed individualized parenting plans to address specific family goals and challenges.
- Collaborated with community resources to provide support and referrals for families in need.
- Implemented behavioral intervention strategies to promote positive parent-child interactions.
- Administered assessments to evaluate parenting skills and track progress over time.
- Excelled in time management skills, enabling the completion of all daily tasks while providing exceptional care to patients.
- Developed strong working relationships with colleagues and external partners to facilitate effective collaboration on shared goals.
- Increased patient satisfaction scores through excellent communication, empathy, and understanding of individual needs.
- Championed a positive work environment by fostering open communication channels among staff members and encouraging teamwork.
- Delivered exceptional care to diverse populations while respecting cultural differences and unique medical requirements of each patient group.
Conley Elementary
Paraprofessional
07.2021 - 05.2022
Job overview
- Provided one-on-one support to students with special needs in a classroom setting.
- Assisted in the implementation of individualized education plans (IEPs) for students.
- Collaborated with teachers to modify curriculum and assignments to meet the needs of diverse learners.
- Mentored and supported students in developing social skills and emotional regulation.
- Assisted in managing behavior and creating a positive learning environment.
- I am skilled in developing and implementing individualized education plans for students.
- I have experience in collaborating with teachers and other educational professionals to create a supportive learning environment.
- I have a proven track record of providing academic and behavioral support to students in need.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
Amazon
Customer Service Team Lead
11.2019 - 06.2021
Job overview
- Set attainable daily, weekly, and monthly goals and game plans for the grievance department.
- Cross-trained new team members, resulting in a 17% increase in customer satisfaction ratings from the time I was hired.
- Engaged with customers through live chat, email, video chat, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
- Successfully multitasked while navigating various functions of the company’s service management system.
- Volunteered to handle complaints and issues for managers during busy time periods.
- Implemented training programs for new customer service agents to improve performance and customer satisfaction.
- Resolved escalated customer complaints and issues in a timely and professional manner.
- Managed a team of customer service representatives to ensure efficient service delivery.
- Developed and maintained relationships with key clients to increase customer retention and loyalty.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Autoglass Inspection Company
Customer Service Specialist
11.2018 - 11.2019
Job overview
- Assisted over 200 clients daily with their needs and concerns via phone, email, web chat, and fax.
- Coordinated internally with operations and logistics to maintain knowledge of new company products.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Used quality assurance and operational data to ensure the accuracy of customer scripts and proper escalation of issues to the department’s management.
- Mentored new employees on procedures and policies to maximize team performance.
- Managed a high volume of customer inquiries through various communication channels.
- Collaborated with cross-functional teams to resolve complex customer problems.
- Provided accurate information and solutions to customer issues in a timely manner.
- Demonstrated strong interpersonal skills in handling customer complaints and escalations.
- Utilized CRM software to track customer interactions and maintain records.
Education
Alexander Hamilton HighLos Angeles, CA
High School Diploma
06.2008
Skills
- Issue and Complaint Resolution
- Call Documentation
- CRM Software
- 55 wpm Typing Speed
- Customer service
- Microsoft Teams
- Problem Resolution
- Google Suite
- Call Center Environments
- Project Management
- Working efficiently within a remote setting
- Empathy
- Active listening
- Conflict resolution
- Child development
- Parenting techniques
- Crisis intervention
- Communication
- Effective discipline
- Time management
- Counseling
- Classroom management
- Behavior management
- Special education services
- Collaborative teamwork
- Data collection and analysis
- Positive reinforcement
- Effective communication
- Helping students with special needs
- Small group and individual assistance
- Documentation
- Organization and prioritization
- Verbal and written communication
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Developed course plans aimed at meeting academic, intellectual and social needs of each student.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Certification
- Seizure Training for School Personnel (on-demand)
- NPP Nurturing Skills for Families CH160021
- Paraprofessional Certification
LANGUAGES
English | Native
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Direct Care Worker
Unified Residental Homes
10.2024 - Current
Nurturing Parent Practitioner
RY Services LLC
05.2022 - 10.2024
Paraprofessional
Conley Elementary
07.2021 - 05.2022
Customer Service Team Lead
Amazon
11.2019 - 06.2021
Customer Service Specialist
Autoglass Inspection Company
11.2018 - 11.2019
Alexander Hamilton High
High School Diploma
Awards
Ry Services Employee of the Month - November 2023
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