Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ANNETTE DONALDSON

Okemos

Summary

Dedicated Customer Service Representative with over 15 years of experience in providing exceptional support and service to both customers and teams in fast-paced environments. Proven ability to handle customer inquiries, resolve issues promptly, and maintain high levels of customer satisfaction. Strong communication skills, adaptable to remote work, and experienced in using various customer relationship management (CRM) tools.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Program Manager

MCEDSV
01.2022 - 02.2025
  • Provide support from an intersectional, survivor-centered, anti-oppression approach.
  • Facilitated new-hire training platforms and conducted one-on-one training to educate team members.
  • Implement agency and procedures and protocols.
  • Maintain agency policies on confidentiality, record keeping, and professional ethics.
  • Developed and implemented project plans to improve operational efficiency and resource allocation.
  • Mentored junior team members, fostering professional development and enhancing team capabilities.
  • Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Led cross-functional teams to deliver program objectives within specified timelines.

Claims Adjuster

CCMSI
01.2019 - 01.2023
  • Evaluated and processed insurance claims to ensure compliance with company policies.
  • Collaborated with policyholders to gather necessary documentation and information for claims resolution.
  • Analyzed complex claims scenarios to determine appropriate settlements and negotiate outcomes effectively.
  • Implemented workflow improvements that enhanced efficiency in claims processing operations.
  • Conducted comprehensive investigations into claims, utilizing industry-standard tools and software for analysis.
  • Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.

Assistant Office Manager

Red Cedar Gymnastics
01.2017 - 01.2020
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
  • Offered office-wide software support and training, including troubleshooting issues and optimizing usage.
  • Implemented inventory management procedures for office supplies, reducing costs through strategic purchasing decisions.
  • Managed scheduling for gymnastics classes and events, optimizing resource allocation and participant engagement.
  • Coordinated daily office operations to enhance workflow efficiency and support staff activities.
  • Assisted in budget tracking and expense reporting, ensuring accuracy and compliance with financial protocols.
  • Organized spaces, materials and catering support for internal meetings.
  • Oversaw customer service initiatives, resolving inquiries effectively to enhance member satisfaction and retention.

Customer Service Representative Supervisor

Sam's Club
01.2017 - 01.2019
  • Exceeded team goals and collaborated with staff members to implement customer service initiative.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Resolved escalated customer complaints, maintaining high standards of service quality.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Trained and mentored team members on customer service protocols and best practices.

Assistant Office Manager

Exteriors Of Lansing
02.2014 - 09.2017
  • Offered office-wide software support and training, including troubleshooting issues and optimizing usage.
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
  • Produced highly accurate internal and external office collateral, communications and forms such as letters and memoranda.
  • Delivered top-notch administrative support to office staff, promoting excellence in all areas of office operations.
  • Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
  • Recorded expenses and maintained accounting records
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Managed accurate and fully compliant AP/AR operations by documenting expenses, reconciling accounts and correcting discrepancies.

Education

Associate of Science - Biology

Lansing Community College
Lansing, MI

High School Diploma - undefined

Mason High School
Mason, MI
01.2006

Skills

  • Process optimization
  • Relationship building
  • Documentation management
  • Financial account reconciliation
  • Strong focus on timely deliverables
  • Collaborative team management
  • Approachable nature
  • Appointment coordination
  • Recall proficiency
  • Prioritization and scheduling
  • Reliable time management

Certification

Licensed Insurance Producer

Timeline

Program Manager

MCEDSV
01.2022 - 02.2025

Claims Adjuster

CCMSI
01.2019 - 01.2023

Assistant Office Manager

Red Cedar Gymnastics
01.2017 - 01.2020

Customer Service Representative Supervisor

Sam's Club
01.2017 - 01.2019

Assistant Office Manager

Exteriors Of Lansing
02.2014 - 09.2017

High School Diploma - undefined

Mason High School

Associate of Science - Biology

Lansing Community College

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