Claudia Donahue
Little Rock,AR
Summary
Dynamic professional with a proven track record at Liberty Tax Service, excelling in customer service and team collaboration. Recognized for enhancing operational efficiency and improving customer satisfaction ratings through effective training programs. Adaptable and detail-oriented, with strong problem-solving skills and a commitment to fostering a positive workplace culture.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Automotive Ofice Vehicle Management
Various Major Dealerships
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
Call Center Manager
Liberty Tax Service
02.2021 - Current
- Supervised daily operations of call center, ensuring efficient workflow and high service standards.
- Developed training programs for new staff, enhancing team performance and customer interaction skills.
- Implemented quality assurance measures, improving call handling processes and customer satisfaction ratings.
- Analyzed call metrics to identify trends, driving strategic initiatives for operational improvements.
- Coordinated scheduling of staff to optimize resource allocation during peak demand periods.
- Resolved escalated customer issues promptly, maintaining positive relationships and promoting retention strategies.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
2nd Assistant Manager
Casey 's
02.2016 - 2017
- Supervised daily operations of call center, ensuring efficient workflow and high service standards.
- Developed training programs for new staff, enhancing team performance and customer interaction skills.
- Implemented quality assurance measures, improving call handling processes and customer satisfaction ratings.
- Analyzed call metrics to identify trends, driving strategic initiatives for operational improvements.
- Coordinated scheduling of staff to optimize resource allocation during peak demand periods.
- Resolved escalated customer issues promptly, maintaining positive relationships and promoting retention strategies.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
Calleo City Clerk
City of Calleo
02.2013 - 11.2015
- Collaborated with department heads to streamline interdepartmental communication and project execution.
- Managed city records, ensuring timely updates and accurate documentation for public access.
- Facilitated communication between city departments, improving interdepartmental collaboration and operational efficiency.
- Assisted in budget prep, expenditure review, and budget administration.
- Updated documents such as municipal codes and city charters.
- Supervised office staff to ensure efficient completion of daily tasks while maintaining a positive work environment.
- Organized community outreach events to foster citizen engagement in local government affairs.
- Enhanced transparency by regularly updating the city''s website with relevant information on meetings, events, and announcements.
- Collaborated with legal counsel to review contracts and agreements, safeguarding the city''s interests in all transactions.
- Developed informative materials for public distribution, promoting awareness of municipal services and initiatives.
- Provided exceptional customer service when responding to inquiries from residents and visitors regarding city services or policies.
- Implemented records management policies that protected sensitive information while promoting accessibility for research and reference purposes.
- Monitored budget expenditures throughout the fiscal year-ensuring responsible use of taxpayer funds.
- Assisted in the preparation of annual budgets, contributing to prudent financial management of municipal resources.
- Coordinated city council meetings, ensuring smooth proceedings and effective decision-making processes.
- Maintained professional relationships with constituents, addressing concerns and providing information on local government operations.
- Coordinated with various city departments to compile and submit necessary reports, contributing to effective governance.
- Performed routine data entry or document management.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Stayed up-to-date on State laws and licensing requirements to complete accurate and efficient reviews.
- Updated operational records or licensing information using computer terminals.
- Responded to requests for information from public, other municipalities or state and federal legislative offices.
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
- Researched information in municipal archives upon request of public officials or private citizens.
Assistant Manager
Ice House Convenience Stop
09.2006 - 11.2012
- Supervised daily operations to ensure efficient workflow and customer satisfaction.
- Trained and mentored staff on operational procedures and customer service standards.
- Developed and implemented inventory management practices to reduce waste and improve stock accuracy.
- Analyzed sales data to identify trends and inform strategic decision-making for promotions.
- Enhanced team productivity through effective scheduling and resource allocation.
- Collaborated with management to create process improvements that increased operational efficiency.
- Resolved customer complaints promptly, fostering positive relationships and repeat business.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Coordinated with vendors for timely inventory replenishment, ensuring product availability.
- Oversaw daily operations to maintain store cleanliness and organization.
Education
None -
Moberly Junior College
Moberly, MO05.1973
High School Diploma - Accountinf
Moberly Area Community College
Moberly, MO05.1972
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Calm under pressure
Certification
Payroll Certificate Completed with ADP Services
Timeline
Call Center Manager
Liberty Tax Service
02.2021 - Current
2nd Assistant Manager
Casey 's
02.2016 - 2017
Calleo City Clerk
City of Calleo
02.2013 - 11.2015
Assistant Manager
Ice House Convenience Stop
09.2006 - 11.2012
Automotive Ofice Vehicle Management
Various Major Dealerships
None -
Moberly Junior College
High School Diploma - Accountinf
Moberly Area Community College