Open to opportunities

De'Janira Ford

@dejaniraford

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Customer Success Specialist dedicated to enhancing client satisfaction and loyalty.

United States

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What I'm looking for

I seek a role that values customer-centric approaches and offers growth opportunities.

As a Customer Success Specialist, I thrive on delivering exceptional service and fostering strong relationships with clients. My experience spans various roles, including Lead Contact Representative at the Internal Revenue Service, where I handled over 275 customer interactions weekly, ensuring compliance and data accuracy while resolving sensitive disputes.

In my role as Customer Experience Supervisor at MightyMeals, I leveraged analytics to identify customer pain points, implementing improvements that reduced refund requests by 15%. My ability to analyze feedback trends and collaborate across departments has consistently driven higher customer satisfaction and loyalty. I am passionate about creating seamless customer journeys and enhancing operational efficiencies.

Experience

Work history, roles, and key accomplishments

Lead Contact Representative

Internal Revenue Service

Handled over 275 customer interactions weekly, providing personalized solutions while ensuring strict compliance and data accuracy. Investigated sensitive customer service disputes and potential fraud cases, applying federal compliance protocols for secure resolutions.

Customer Service Compliance Fraud Investigation Data Analysis

Customer Experience Supervisor

MightyMeals

Utilized Excel analytics to identify customer pain points and implement SOP improvements, leading to a 15% reduction in refund requests. Analyzed customer feedback to design operational enhancements, increasing customer lifetime value and Net Promoter Scores.

Excel Customer Support Customer Feedback Analysis

Senior Customer Success Lead

LiveOps

Resolved high-volume customer escalations with a focus on satisfaction, loyalty, and efficiency. Utilized Freshdesk CRM to streamline issue tracking and improve customer response metrics.

Customer Escalation Customer Satisfaction Freshdesk Issue Tracking

Education

Degrees, certifications, and relevant coursework

Amazon Web Services (AWS) Cloud Institute

Cloud Developer Certificate Program, Cloud Development

Currently pursuing a Cloud Developer Certificate Program, with an expected graduation in June 2026. This program focuses on developing skills in cloud technologies and solutions.