Chelsee Donley
Summary
Attentive Customer Service Representative with 10+ years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Lead CSR
Circle K
08.2022 - 08.2023
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved concerns with products or services to help with retention and drive sales.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Caregiver
Home Instead
04.2020 - 01.2021
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Provided safe mobility support to help patients move around personal and public spaces.
- Assisted patients with self-administered medications.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted with daily living activities, running errands, and household chores.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
CSR
Superpumper
01.2019 - 02.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
High School Diploma -
Ella T Grasso
Groton, CT05.2010
Skills
- Customer Support
- Information Updates
- Credit Card Applications
- Help Desk Support
- Payment Processing
- Cultural Awareness
- Process Transactions
- POS Transactions
- Membership Inquiries and Renewals
- Complaint Resolution
- Credit and Debt Card Processing
- Financial Transactions
- Calm and Professional Under Pressure
- Order and Refund Processing
- Sales and Upselling
Timeline
Lead CSR
Circle K
08.2022 - 08.2023
Caregiver
Home Instead
04.2020 - 01.2021
CSR
Superpumper
01.2019 - 02.2021
High School Diploma -
Ella T Grasso
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