CHINELLE MCDONALD
Jonesboro,GA
Summary
Dedicated Customer Service Representative motivated to improve service satisfaction and contribute to overall company success. Well-developed communicator versed in customer service solutions.
Overview
24
24
years of professional experience
Work History
Customer Experience Specialist
Delta Air Lines, Inc.
Atlanta, GA
08.2021 - Current
- Collected customer feedback and recorded into system, sharing key details with appropriate departments and team members.
- Communicated with customers via phone, email and online chats.
- Reflected team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution.
- Assisted customers with making payments or completing orders in system.
- Built sustainable relationships and trust with customer accounts through open interactive communication.
- Guided customers through troubleshooting, navigating company site and using services.
- Improved product knowledge skills to understand customer needs and provide real, effective solutions.
- Handled customer complaints courteously using appropriate techniques, problem-solving skills and follow-up logs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Referred unresolved customer grievances to designated departments for further investigation.
- Collected deposits or payments and arranged for billing.
- Promoted available products and services to customers during service, account management and order calls.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Prevented key account losses by researching discrepancies and correcting problems.
- Strengthened customer retention by offering discount options.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads.
STRATEGIC ACCOUNT EXECUTIVE
AT&T INC
ATLANTA, GA
07.2007 - 06.2020
- Resolves general Customer Service concerns through effective Customer Service techniques
- Assessed business implications for each project phase and monitoring progress to meet deadlines, standards and cost targets
- Maintain, update, and resolve billing issues regarding customer business accounts
- Identifying sales opportunities and securing sales revenue that contributes to the organization's bottom line profits
- Used excellent judgment and strong decision making skills to resolve common Customer issues
- Handling customer phone calls resolve issues in an Inbound and Outbound Call Center environment
- Listen attentively, solve problems creatively, and use tact to find a resolution that creates a customer memorable experience
- Help business owners with planning strategies for increasing sales and profits
- Identify and qualify customers by explaining technical features, and problem solving key technical issues to help customers resolve data connection issues
- Work with the team to identify and qualify sales opportunities by identifying technical objections and develop the strategy to resolve technical impediments and report to leadership best practices
- Monitors performance of assigned projects against approved scope, schedule and budget
- Answer telephone calls within established guidelines, procedures, and performance standards
- Balance customer demands with the needs of the business and effectively resolve customer issues with a sympathetic attitude
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
GENERAL MANAGER
Chili's Bar and Grill
Atlanta, GA
10.1999 - 07.2007
- Grill
- Recruit, develop, and provide comprehensive training to employees and managers staff
- Responsible for ensuring that all financial (invoices, reporting) and personnel/payroll related administrative duties are completed accurately, time and in accordance with company policies and procedures
- Adhere to company standards and service levels to increase sales and minimize costs, including food, beverage, supply, utility and labor costs
- Strong multi-tasking, organizational, conflict resolution, typing and communications skills
- Enforced the compliance with HR regulations concerning personnel records, and tracking employee data files
- Interview and direct hiring all team members including salaried managers
- Monitor food quality and staffing requirements to ensure a positive dining experience
- Monitor external communications or complaints regarding employees and/or company assets
- Enforced a safe working and guest environment to reduce the risk of injury and accidents
- Managed shifts which include: daily decision making, scheduling, planning while upholding standards, product quality and cleanliness
- Manage vendors to ensure quality, consistency, and relevance of vendor course materials, including modifying materials to fit the corporate culture.
Education
Science
Georgia Institute of Technology Computer
01.1996
Business Management
Columbus Business College
01.1991
Skills
- Professional Skills
- Complaint Handling and Dispute
- Resolution
- Project Management Professional
- Excellent Customer Service Skills
- Excellent Time Management Skills
- Excellent verbal communication, Written Skills, and
- Interpersonal Skills
- Project Budgeting & Cost Controls
- Training and Development
- Strategic Planning
- TECHNICAL SKILLS
- Software & RDBMS: MS Office Applications Word, PowerPoint, MS Excel, Access, Oracle
- Network Support: Voice over Protocol, Managed Internet Service, Metro Ethernet
- Systems: Windows, Unix, Linux
- Customer Account Management
- Order and Refund Processing
- MS Office
- Administrative and Office Support
- Microsoft Office
- Team-Oriented and Cooperative
- Building Customer Trust and Loyalty
- Excellent Attention to Detail
- Patient and Empathetic
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Customer Service
- Teamwork and Collaboration
Additional Information
- ACHIEVEMENTS , AT&T- Exclusively National Business Winner 2019 AT&T- Excellence Elite Winner 2014 AT&T- Diamond Club Winner 2008 and 2012 CHILIS BAR & GRILL- Managing Partner of the Year 2005
Timeline
Customer Experience Specialist
Delta Air Lines, Inc.
08.2021 - Current
STRATEGIC ACCOUNT EXECUTIVE
AT&T INC
07.2007 - 06.2020
GENERAL MANAGER
Chili's Bar and Grill
10.1999 - 07.2007
Science
Georgia Institute of Technology Computer
Business Management
Columbus Business College
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