Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carol Donato

Highland Park

Summary

Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.

Overview

39
39
years of professional experience

Work History

Planning Department

DQS INC
10.2013 - Current
  • Mentoring/ Training of new employees
  • Schedules audits for a specified region utilizing auditors possessing the required qualifications for the audit type, standard and industry.
  • Responsible for maintaining and updating schedules as client needs change.
  • Acts as primary point of contact for any scheduling event.
  • Inform customers and auditors of any schedule changes and updates.
  • Confirms audit date acceptability with client and negotiates audit date as needed within audit program requirements.
  • Maintains records of client acceptance and technical reviewer extension approvals.
  • Coordinates timeliness and internal staff availability to ensure deadlines are met for client compliance with various management system standards.
  • Updates scheduling software to ensure that audits are conducted in a timely fashion and meet current man days and frequency requirements.
  • Understand the planning process (K4) and the key activities generated within the process.
  • Monitors the audit schedules of full-time auditors in the specified region to ensure they are scheduled up to their required productivity level as defined by audit management.
  • Communicates directly with clients to answer customer queries, keep customers aware of pending audits, and ensure customer satisfaction.
  • Effectively negotiates and persuades customers to accept available dates and audit teams.
  • Provides auditor bios to customers when requested.
  • Ability to work under pressure, meet deadlines and multitask.
  • Performs other duties as directed.

Customer Service Professional/Account Manager

UL DQS INC
10.2010 - 10.2013
  • Mentoring/ Training of new employees
  • CS Expert in the IT Standard
  • Primary point of contact for 725 customers registered to quality systems standards such as ISO, AS, TS, TL, ISMS, SMS11 and OHS.
  • 98% or higher retention of existing and new customers
  • Participant in customer retention focus group – I was part of a team responsible for developing tools and methods to better communicate with our customers and to increase survey response rates.
  • Completed departmental special projects
  • Database cleanup (including updates for: pricing/invoicing instructions, audit-specific requirements, and auditor travel & living preferences to maximize cost-efficiency for clients)
  • Annual Financial Revenue Forecasting based on a combination of total future audit day estimates and contracted pricing rates
  • Have reliable and consistent contact with customers to ensure they are prepared for audits and to make sure all customers’ needs are addressed; successful track record of working with more complex accounts.
  • Demonstrated excellent interpersonal, communication, and leadership skills with people at all levels
  • Support and contribute to the goals of the CSP Team and able to make difficult decisions.
  • Proven problem-solving skills i.e. handling escalated situations with minimal assistance.
  • Demonstrated knowledge of the CRM, and advanced standards (AS, TS, Food, IT, International Accounts).
  • Approve structures; calculate complex multisite audit days; prepare detailed quotes at a senior associate level; perform technical and/or administrative reviews.
  • Ability to work on escalated matters with the respective Program Managers.
  • Proven experience in planning and coordinating international audits.
  • Business Development specialties and support, including new business entry, planning, coordination of auditors, working with outside accreditation bodies.
  • Have a substantial tenure in the CSP role.
  • Provide administrative support for the 6 person sales staff for the QRS department with New Business and Scope Expansion for quality systems standards such as ISO, AS, TS, TL and OHS.
  • Contacts customer via phone, promptly after quote delivery, to ensure receipt of quote, answer questions and provide any information needed.
  • Responsible for executing, preparing the contracts between QRS and our Clientele.
  • Oversees customer requested specification changes and communicates with the Sales Team.

Admission Coordinator

Bridge Personnel/Caremark
Linconshire
11.2004 - 12.2005
  • Responsible for conducting a detailed benefit and eligibility verification of insurance benefits for all HEP-C, MS Patient, Synagis, and MRDD drug program dispensed from 17 network pharmacies.
  • Have outstanding customer service, able to deal effectively with difficult customers, and the ability to accurately understand and communicate medical information over the telephone every 48 hours to MD and patient.
  • Knowledge of health insurance and third party terms and medical terminology required.

Front Desk Staff

Park District of HP Deer Creek Tennis Court
Highland Park
10.2002 - 09.2004
  • Scheduling; managing front desk; answering phone calls; handling customer concerns.
  • Explaining all programs to customers; enrolling students in classes; processing registration for classes and memberships.
  • Taking payments for classes; daily fees; facility rentals fees.

Help Desk; Desktop Support; IT Specialist

I.T Consulting
03.1999 - 07.2001
  • Provide standard call management practices, track resolution, and enter data in call management system.
  • Train all new employees on the basic hardware and software function.
  • Assist with system upgrades, moves and day-to-day operational support.
  • Maintain high-level customer service satisfaction resolving customer support issues quickly and completely.
  • Completed Compaq warranty certification.
  • Support multiple platforms and ensure proper documentation is provided.
  • Performs hardware diagnostics and Perform basic PC/printer set-up and troubleshooting; Configure laptops, PC's and printer using standard hardware/software configuration.
  • Provide on-site support.
  • Installs and tests personal computers, printers and other peripherals; configures operating system, shrink-wrap programs and applications software programs.
  • Provides technical support for personal computers.
  • Provides on-site and Remote Desktop Computer Technical Support to end-users on a variety of moderate to complex microcomputer technical issues.
  • Identifies and resolves technical problems working within a Microsoft environment; provides technical support for LAN/WAN Administration.
  • Resolves PC hardware/software configuration problems and installs hardware/software products and/or approved patches.
  • Troubleshoots desktop hardware and software technical issues, and interacts with end-users to identify current computing environments.

PC Tech/Help Desk Coordinator/Lead Operator

Highland Park Hospital
Highland Park
07.1986 - 12.1998
  • Purchase of IT equipment, maintain service contract, handling invoicing, and other administrative tasks.
  • Maintain high level customer service satisfaction resolving customer support issues quickly and completely and with high level of professionalism.
  • Setup; maintain all new user login and printer configuration.
  • Perform basic PC/printer setup and troubleshooting.
  • Configure laptops, PC's and printer using standard hardware/software configuration.
  • Provide on-site support.
  • Assist with system upgrades, moves and day-to-day operational support.
  • Responsible for training of all new employees on hospital standard software.
  • Responsible for training of all I.S. personal on call management system.
  • Setup, maintain help desk on-line request system.
  • Maintain and monitor all of hospital systems.
  • Trained all new operators of the daily monitoring and backup of all systems.

Education

Bachelor of Arts - Business Administration And Management

Lake Forest College
Lake Forest IL

Skills

  • Project management
  • Customer service
  • Data analysis
  • Scheduling software
  • Regulatory compliance
  • Auditing processes
  • Employee training
  • Effective communication
  • Problem resolution
  • Analytical and critical thinking
  • Teamwork and collaboration
  • Organizational skills
  • Analytical thinking

Timeline

Planning Department

DQS INC
10.2013 - Current

Customer Service Professional/Account Manager

UL DQS INC
10.2010 - 10.2013

Admission Coordinator

Bridge Personnel/Caremark
11.2004 - 12.2005

Front Desk Staff

Park District of HP Deer Creek Tennis Court
10.2002 - 09.2004

Help Desk; Desktop Support; IT Specialist

I.T Consulting
03.1999 - 07.2001

PC Tech/Help Desk Coordinator/Lead Operator

Highland Park Hospital
07.1986 - 12.1998

Bachelor of Arts - Business Administration And Management

Lake Forest College

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