Donae Hewitt-Hunter
Bridgeport,CT
Summary
Diplomatic customer service professional with over ten years of office/telephone customer support experience working within high-volume call center environments. I'm also experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Cascade Orthopedic Supply
Chico, CA
05.2022 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer requests for products, services, and company information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained up-to-date knowledge of product and service changes.
Supervisor in Training
CVS Pharmacy
Fairfield , CT
05.2022 - 03.2023
- Answered telephone to give callers store information and look up order details.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Improved customer service feedback scores through outstanding service.
- Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise.
- Wrapped and bagged purchases to help customers load merchandise into vehicles.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Computed purchases and received and processed cash or credit payment.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Exchanged merchandise for customers and accepted returns.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Stocked, replenished and organized inventory to keep store merchandise fresh.
- Unloaded and moved merchandise to maintain aisles and set up product displays.
- Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Updated employees with latest policies, procedures and compliance standards.
Customer Service Supervisor
Conduent C/o Woodforest National Bank
09.2007 - 04.2018
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Interceded between employees during arguments and diffused tense situations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Ability to provide the wow factor when servicing calls.
- Receive and respond (via phone, email, and chat) to customer inquiries.
- Resolve customer inquiries or complaints to ensure first-call problem resolution and customer Satisfaction
- Conducting service observe, side by side reviews to ensure agents are providing accurate information and excellent customer service.
- Fixed assets management
Education
Some College (No Degree) - Marketing & Supervisory Management
University of West Indies -Open Campus
High School Diploma -
Immaculate Conception High
Skills
- Client Relation
- Follow up
- Adaptive Team Player
- Office Equipment Proficiency
- Conflict Resolution
- Problem-Solving Abilities
- Order Processing
- Call Center Operations
- Multi-Task Management
- Active Listening
- Credit Card Payment Processing
- Filing
- Customer Service
- Staff Training
- Microsoft Office Suite
- Technologically Savvy
- Order Fulfillment
- Senior Leadership Support
- Microsoft PowerPoint
- Microsoft Excel
- Stocking and Replenishing
- Microsoft Word
- Problem-Solving Ability
- Clerical Support
- Team Development
- Refund Processing
- Money Handling Abilities
- Critical Thinking
- POS Systems Expertise
Timeline
Customer Service Representative
Cascade Orthopedic Supply
05.2022 - Current
Supervisor in Training
CVS Pharmacy
05.2022 - 03.2023
Customer Service Supervisor
Conduent C/o Woodforest National Bank
09.2007 - 04.2018
Some College (No Degree) - Marketing & Supervisory Management
University of West Indies -Open Campus
High School Diploma -
Immaculate Conception High
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