Summary
Work History
Education
Skills
Timeline
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Danielle Wiggins

Scottsdale

Summary

Dynamic professional with a proven track record of exceeding sales goals and enhancing customer satisfaction. Recognized for top-tier performance and awarded “Customer Excellence” distinction consecutively.

Work History

Operations Manager

Spruce Homes LLC
  • Managed day-to-day store operations, including staffing, budgeting, logistics, and customer service oversight.
  • Consistently exceeded monthly sales goals by 15-20% through team coaching and targeted promotions.
  • Implemented a delivery service program with white glove service that increased revenue by 30% and reduced product returns.

Chat Support Representative

Spectrum/Charter Communications
  • Delivered exceptional customer service via live chat, resolving technical and billing issues for internet, cable, and mobile customers with a 98% customer satisfaction rate.
  • Consistently exceeded performance metrics, including: Average Handle Time (AHT): Maintained 15% below the company benchmark. First Contact Resolution (FCR): Achieved 92% FCR, surpassing the team goal by 10%. Customer Satisfaction Score (CSAT): Averaged 4.8/5 rating.
  • Contributed to knowledge base improvements by documenting common customer concerns and effective solutions.

Customer Service Representative

United Healthcare Group
  • Delivered exceptional support to members and providers, resolving an average of 60+ inquiries daily regarding benefits, claims, billing, and coverage policies.
  • Reduced repeat call rate by 18% through proactive problem-solving and clear, compassionate communication.
  • Maintained 100% compliance with HIPAA standards and internal quality audits through accurate documentation and data handling.

Education

Bachelor Of Applied Science - Marketing

Western Governors University
Salt Lake City, UT

Skills

  • CRM software management
  • De-escalation techniques
  • Compassionate listening and verbal communication
  • Project management
  • ICD-10 coding
  • Electronic health records management
  • Teamwork and collaboration

Timeline

Operations Manager

Spruce Homes LLC

Chat Support Representative

Spectrum/Charter Communications

Customer Service Representative

United Healthcare Group

Bachelor Of Applied Science - Marketing

Western Governors University
Danielle Wiggins