DANEILLE ALLEN
Kingston
Summary
Results-oriented Assistant Project Manager with over 3 years of experience in coordinating and supporting project activities to ensure successful completion within established timelines and budgets. Skilled in assisting with project planning, scheduling, resource allocation, and risk management. Adept at collaborating with cross-functional teams, stakeholders, and vendors to drive project objectives and deliverables. Strong communication, organizational, and problem-solving abilities to effectively manage multiple tasks and priorities in a fast-paced environment. Seeking to leverage my project management expertise to contribute to the success of dynamic and challenging projects.
Overview
8
8
years of professional experience
Work History
Assistant Project Manager
Modsquad
11.2021 - Current
- Optimized Scheduling: Reduced the gap between contracted and worked hours by 20%, increasing revenue retention
- Ensured accurate timesheet reporting and billing
- Enhanced Recruitment: Implemented a new interview process, improving candidate quality
- Managed attrition rates and adjusted hiring strategies for optimal staffing
- Workflow Improvements: Updated workflows, policies, and procedures to enhance front-line agent efficiency and customer query handling, meeting quality assurance standards
- KPI Management: Monitored KPIs and collaborated on corrective strategies to continuously meet project goals and improve performance
- People Management and Coaching: Provided coaching and development to team members, enhancing overall quality and performance through regular feedback and support.
Customer Service Agent
Modsquad
09.2020 - 11.2021
- Managed High-Volume Communications: Handled inbound and outbound calls, emails, and chats for multiple clients across diverse industries, including streaming services, healthcare, e-commerce, and education
- Delivered Exceptional Customer Service: Utilized various client-specific tools to provide excellent customer service, consistently maintaining a QA score of over 95%
- Handled Confidential Information: Managed sensitive customer details for high-level clients, ensuring confidentiality and compliance with data protection standards
- Achieved Productivity and Quality Standards: Consistently met and exceeded client productivity, SLA, and quality standards, maintaining high performance across all channels
- Coordinated Efficient Support: Acted as a liaison between various companies and clients, facilitating efficient support and communication to resolve issues promptly.
Customer Service & Billing Manager
Apollo After School
01.2018 - 09.2020
- Managed Back-End Support Team: Led a team of customer support agents for an after-school company, ensuring seamless delivery of extracurricular activities to students
- Provided ongoing support for back-end operations, communicated policy changes promptly, and served as an escalation point of contact for resolving complex issues and handling parent feedback/complaints
- Managed Subscription Accounts: Oversaw nearly 1000 subscription-based accounts in a SaaS environment, implementing robust follow-up policies for payments and strategies to mitigate revenue loss while enhancing customer satisfaction
- Facilitated Interdepartmental Communication: Collaborated effectively between internal teams and onsite personnel to ensure prompt relay of enrollment changes and other operational issues
- Continuously monitored and adjusted strategies to maintain seamless operations across departments.
Customer & Sales Team Manager
Spy Tec International Inc
04.2016 - 12.2017
- Support Management: Managed a team of customer support agents, optimizing workflows to enhance service quality and efficiency.
- Sales Impact: Monitored sales impact and return loses due disputes/chargeback and fraud, conducting profitability analyses to inform business decisions. Implemented strategies to reduce fraud-related loses and drive sales growth.
- Company Performance: Collaborated cross-functionality between multiple teams to align customer service performance with overall company goals.
Education
Associates Degree in Humanities -
High School Diploma -
Wolmer's Trust High School For Girls, Jamaica
06.2013
Skills
- Customer Service Operations
- Workforce Management
- SaaS Management
- Coaching & Development
- Sales Analysis
- Call Center Management
Hobbies and Interests
- Sourdough bread maker
- Bookworm
- Road trip lover
Timeline
Assistant Project Manager
Modsquad
11.2021 - Current
Customer Service Agent
Modsquad
09.2020 - 11.2021
Customer Service & Billing Manager
Apollo After School
01.2018 - 09.2020
Customer & Sales Team Manager
Spy Tec International Inc
04.2016 - 12.2017
Associates Degree in Humanities -
High School Diploma -
Wolmer's Trust High School For Girls, Jamaica
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