Summary
Overview
Work History
Education
Skills
Accomplishments
Work-From-Home Readiness
Timeline
Hi, I’m

Donavan Willie

REIDSVILLE,NC
Donavan Willie

Summary

Knowledgeable Customer Support Specialist with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence. Proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.

Overview

10
years of professional experience

Work History

United Parcel Service (UPS)

Preload Operations Manager/Customer Support Specialists
10.2018 - Current

Job overview

  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Oversaw employee processes for daily operations and project execution
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Increased employee return ratio by 11% in two years
  • Communicated technical info to non-technical audiences for issue resolution
  • Strategized to improve productivity and customer value
  • Operated efficiently in dynamic, fast-paced environments
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.

Verizon

Customer Support Specialist
11.2016 - 12.2020

Job overview

  • Resolved technical and service-related issues in a remote environment, ensuring satisfaction and first-call resolution
  • Diagnosed customer issues using structured problem solving methods to improve efficiency
  • Maintained professional, courteous communication that promoted long-term relationships
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Accurately gathered and documented customer information for audits and reporting
  • Applied strong diagnostic skills to troubleshoot and resolve service problems
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Assisted in providing technical recommendations, presentations to groups of peers and the partners
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.

Genesis Data and Fiber

Fiber Optics Technical Support
10.2015 - 05.2016

Job overview

  • Installed and optimized scalable fiber optics infrastructure with team coordination
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Finalized technical and functional requirements with clients
  • Remotely managed 35 software installations and security products
  • Execute testing procedures to ensure optimal system functionality
  • Translated technical issues for non-technical clients to ensure understanding
  • Supported all phases of software development lifecycles with quality deliverables
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.

Education

Old Dominion University
Norfolk, Virginia

Associate of Science from Computer Science with IT concentration
06.2010

University Overview

Skills

  • Customer Issue Resolution
  • Call Documentation & Reporting
  • Technical Support Remote Troubleshooting
  • Operations management
  • Customer service
  • Microsoft Office applications
  • Upselling & Revenue Growth
  • Communication & Active Listening
  • Relational Databases data entry
  • CRM & Ticketing Systems
  • Problem-solving
  • Team leadership

Accomplishments

Accomplishments
  • Praised by Operations District manager at UPS in Dec. 2023 for improving process efficiency resulting in a 78% productivity increase.
  • Recognized in Oct 2021 by Lead Division manager at UPS for aligning outreach strategies with company vision, strengthening customer trust.
  • Received company award from Product Manager at UPS in July 2019 for leadership in project execution and cross-functional teamwork.

Work-From-Home Readiness

Work-From-Home Readiness
  • Dedicated private workspace
  • Broadband internet {DSL/Cable} meeting speed requirements
  • Comfortable using phone and computer systems for extended periods
  • Remote troubleshooting & documentation Experience

Timeline

Preload Operations Manager/Customer Support Specialists
United Parcel Service (UPS)
10.2018 - Current
Customer Support Specialist
Verizon
11.2016 - 12.2020
Fiber Optics Technical Support
Genesis Data and Fiber
10.2015 - 05.2016
Old Dominion University
Associate of Science from Computer Science with IT concentration

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