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Digital Services Specialist Resume Example

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DIGITAL SERVICES SPECIALIST
Summary

Customer-focused Digital Services Specialist leads post-training engagements with customers to confirm issue resolution and service excellence. Hardworking and detail-oriented professional with expertise in Microsoft Word. Creates detailed reports to identify areas for organization and operational efficiency improvement.

Skills
  • Digital support
  • Technical troubleshooting
  • Security improvements
  • Relationship development
  • Team building
  • MS Office
  • Customer service
  • Communications
Experience
Discover Financial Services | New Castle, DEDigital Services Specialist11/2018 - Current
  • Respond promptly to customer's inquires via text message and email to ensure an outstanding customer service experience
  • Connected with customers daily to relate any system changes and integrate customer feedback into improvement processes.
  • Improved user-friendliness of online account system by providing constant web support and escalating inquiries.
  • Performed online system maintenance by handling security verifications of all systems and processes.
  • Followed-up with clients to address and resolve issues, resulting in lasting customer relationships.
Discover Financial Services | New Castle, DEAccount Specialist04/2018 - 11/2018
  • Resolved problems by performing both routine and complex account updates.
  • Received call from more than 100 potential customers each day and maintained all adherence times and goals.
  • Established and enforced call volume goals to boost team success.
  • Strengthened online presence to capitalize on emerging trends.
  • Capitalized on upsell opportunities by offering additional product and service options to customers.
  • Established accounts for new customers and updated existing accounts with current demographic and order information.
  • Upheld compliance, quality and service standards.
  • Tracked customer desires and dislikes in order to help management understand needs and update offerings.
  • Used networking, customer service and interpersonal skills to connect with potential customers and make sales.
Mcdonald's Corporation | Concordville, PAGeneral Manager04/2003 - 03/2018
  • Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
  • Managed and improved requirements, gaps analysis, training and development and new program rollout resulting in exceptional P&L results.
  • Diminished financial discrepancies by monitoring quotes, production and material planning and bank reconciliations.
  • Maximized time and manpower by consolidating data, payroll and accounting programs into one centralized system.
  • Managed business management software system resulting in excellent team collaboration.
  • Tracked daily/weekly/monthly/yearly sales to generate reports for business development planning.
  • Directed 10 or more managers and up to 75 associates to create a uniquely executed restaurant environment.
  • Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
  • Strengthened product branding initiatives and maximized outreach by overseeing acquisitions, events and business development.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Trained countless employees on business principles, best practices, protocol and system usage.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Managed shrink processes and inventory levels for corrective action planning to save costs.
  • Designed sales and service strategies to improve revenue and retention.
  • Hired, coached and mentored countless sales representatives.
  • Coached and developed 2 internal candidates for promotion to general management.
  • Implemented effective customer service surveys to encourage feedback.
  • Trained, managed and motivated employees to promote professional skill development.
  • Built and maintained loyal, long-term customer relationships through effective account management.
  • Oversaw all corporate communications to streamline data and information sharing initiatives.
  • Delivered and implemented engagement, diversity and cultural programs using robust reporting tools to improve productivity and enhance staff morale.
Education and Training
Strayer University | Washington, DCSome College (No Degree) in Business Management
Career Online High School | Richmond, VAHigh School Diploma01/2016
Accomplishments

Discover

  • I have successfully completed a Financial Literacy course and mentored others to successfully navigate the course as well
  • ACE Award winner for Customer Service Excellence

McDonald's

  • Completed General Manager's Capstone- Hamburger University
  • Completed Advanced and Basic Shift Management courses
  • Completed Effective Management Practices Management Course
  • Regional Ambassador for Archways to Opportunity campaign where my personal photo and story were shared company-wide regionally as well as at bus stations, subways, and billboards
  • Making A Difference Award Winner
  • Leading Department Results Award Winner
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Resume Overview

Companies Worked For:

  • Discover Financial Services
  • Mcdonald's Corporation

School Attended

  • Strayer University
  • Career Online High School

Job Titles Held:

  • Digital Services Specialist
  • Account Specialist
  • General Manager

Degrees

  • Some College (No Degree) in Business Management
    High School Diploma

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