Clarence Donelson
Fayetteville,NC
Summary
Dynamic leader and problem-solver with proven success in enhancing customer satisfaction and team efficiency at Jiffy Lube. Excelled in training and mentoring, leveraging active listening and Microsoft Excel skills to boost performance and resolve issues. Achieved commendations for outstanding leadership and strategic planning, driving significant improvements in service standards and operational success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Customer Service Advisor
Jiffy Lube
Fayetteville, NC
06.2020 - 09.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Collaborated with team members to achieve monthly targets and improve overall performance.
- Conducted regular training sessions for new hires, facilitating their integration into the team.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Described product highlights and benefits to help guide purchasing decisions.
- Reached out to customers to offer assistance with account and service issues, as well as propose new Product or service choices.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Continuously sought opportunities for personal development through ongoing training programs.
- Participated in cross-functional projects aimed at improving overall company performance and customer experience.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Food Delivery Driver
DoorDash
Fayetteville, NC
03.2020 - 06.2020
- Enhanced customer satisfaction by delivering orders promptly and accurately.
- Navigated efficiently through various routes for timely food deliveries.
- Maintained vehicle cleanliness and functionality, ensuring a positive customer experience.
- Collaborated with restaurant staff to confirm order accuracy before delivery.
- Managed multiple deliveries simultaneously, maximizing efficiency and productivity.
- Provided excellent customer service by being friendly and courteous during interactions to increase satisfaction and loyalty.
- Followed traffic laws during delivery for safety of pedestrians and other vehicles.
- Verified orders prior to completing deliveries to avoid customer complaints.
- Kept delivery vehicle clean and neat to maintain company's professional reputation.
Infantry Team Leader
US Army
Tacoma, WA
09.2012 - 05.2019
- Led infantry team to successfully complete missions by providing clear instructions and efficient communication.
- Increased team efficiency with regular training sessions and performance evaluations.
- Reduced team injuries during operations by implementing strict safety protocols and guidelines.
- Maintained high levels of discipline within the unit, enforcing military standards and regulations.
- Enhanced readiness of the unit by conducting thorough equipment checks and maintenance procedures.
- Ensured mission success by utilizing strategic planning skills in challenging environments.
- Conducted reconnaissance operations to gather valuable intelligence for informed decision-making during missions.
- Provided mentorship to junior team members, fostering growth in their military careers.
- Established secure perimeters around mission sites, ensuring the safety of all personnel involved.
- Coordinated medical support for injured soldiers during field operations, contributing to a higher survival rate.
- Provided situational reports to chain of command, maintaining transparency and enabling effective decision-making at higher levels.
- Exhibited exceptional leadership qualities that contributed to achieving multiple commendations for outstanding performance as an Infantry Team Leader.
- Led fire team during infantry dismounted battle drills and situational training exercises.
- Trained in use of tear gas, passive ordnance, and explosives.
- Trained teams on emergency situation preparedness and Technique in tactical planning, equipment maintenance, and weapon use.
- Performed as fire team member during situational training exercises and infantry dismounted battle drills.
- Taught personnel to mitigate environmental hazards and properly use personal protective equipment such as chem gear for battle scenarios.
- Constructed and camouflaged infantry positions and equipment to prevent detection.
- Led unit in field exercises and operations.
- Trained soldiers on military structure, etiquette and environmental survival tactics.
- Recommended soldiers for promotion points and awards.
- Utilized tactical expertise to make critical decisions under pressure, leading to successful outcomes in high-stress situations.
- Patrolled designated coverage areas and evaluated terrain for defensive use.
- Produced reports on equipment status, incidences, personnel readiness and intelligence for superiors.
- Maintained secure communication systems to relay information to and from command teams.
- Trained teams on emergency situation preparedness and integration of tactical planning, equipment maintenance and weapon use.
- Coordinated infantry positioning and equipment locations to facilitate safety and efficiency.
- Disciplined subordinates for rules infractions and poor performance.
- Instructed infantry skills at service schools and combat training centers.
- Improved morale within the team by addressing concerns promptly and offering constructive feedback.
- Developed contingency plans for unforeseen circumstances, allowing for quick adaptation during evolving missions.
Security Supervisor
Six Flags
Bowie, MD
04.2010 - 01.2011
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Collaborated with team members to achieve monthly targets and improve overall performance.
- Conducted regular training sessions for new hires, facilitating their integration into the team.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Described product highlights and benefits to help guide purchasing decisions.
- Reached out to customers to offer assistance with account and service issues, as well as propose new Product or service choices.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
Construction Assistant
Ivey Construction
Ft. Washington, MD
08.2009 - 04.2010
- Worked independently in fast-paced environment while meeting productivity and quality expectations.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Gathered and disposed of worksite debris to remove safety hazards.
- Utilized construction tools and machinery to effectively complete job site projects.
- Followed orders closely to help prepare for jobs, ready sites, complete assignments and clean up work areas at completion.
- Identified and fixed issues during phases of production.
- Assisted in performing quality control checks on completed work, ensuring that projects met or exceeded clients'' expectations and industry standards.
- Assisted in resolving disputes between team members or subcontractors quickly and professionally, maintaining a harmonious working environment.
- Aided in conflict resolution on-site, maintaining positive and collaborative work environment.
Education
Friendly High School
Fort Washington, MD06.2009
Skills
- Active Listening
- Attention to Detail
- Order Processing
- Problem Solving
- Written Communication
- Positive Attitude
- Decision Making
- Critical Thinking
- Product Knowledge
- Training and Development
- Call center experience
- Customer Relations
- Vehicle Inspection
- Assertiveness
- Training and mentoring
- Problem-solving abilities
- Microsoft Excel
- Money handling abilities
- Documentation
Timeline
Customer Service Advisor
Jiffy Lube
06.2020 - 09.2024
Food Delivery Driver
DoorDash
03.2020 - 06.2020
Infantry Team Leader
US Army
09.2012 - 05.2019
Security Supervisor
Six Flags
04.2010 - 01.2011
Construction Assistant
Ivey Construction
08.2009 - 04.2010
Friendly High School