Donald Clayton
New Port Richey,FL
Summary
Dynamic and analytical professional with extensive experience in delivering exceptional customer service both remotely and on-site, driving improvements in client experience and satisfaction for startups and established organizations. Proven expertise in training, leading, and motivating customer-facing teams to achieve shared goals while fostering a culture of excellence. Strong advocate for client needs, adept at collaborating with customers to ensure optimal success through effective support and innovative technical solutions. Recognized for exceptional communication skills and the ability to build lasting professional relationships with stakeholders at all levels, consistently delivering results through reliability, problem-solving, and a customer-centric approach.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Licensed Support Specialist
Progressive Insurance
Cleveland, OH
10.2024 - Current
- Provided technical support for policy inquiries, enhancing customer satisfaction and retention.
- Diagnosed and resolved complex issues utilizing proprietary software tools, improving service efficiency.
- Collaborated with cross-functional teams to streamline claims processes, reducing turnaround times significantly.
- Licensed Auto Insurance
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Fast paced call center with up to 30-40 calls per day
- Team player
Founder – Managing Director
Faribowl | Bashers
Faribault, MN
08.2018 - 06.2023
- Spearheaded startup lifecycle from build to launch of bowling center and restaurant enterprise, focusing on business growth, formulation of operational guidelines, and planning of workflows. Led high-performance team of 28 cross-functional staff to confirm efficient execution of daily tasks with laser focus on bolstering productivity and cost-effectiveness. Directed recruitment, onboarding, and continuous training of start-up crew. Oversaw development and deployment of policies and procedures. Administered efforts related to payroll management, marketing strategies, and accounting practices.
- Diagnosed client enterprise and operational requirements while devising services as novel solution.
- Engineered business and promotional strategies, and maintained oversight on monthly fiscal statements.
- Steered philanthropic events for charities to enhance brand visibility and increase community engagement.
- Mentored new department managers to ensure continuous process improvement and drive operational excellence.
- Managed a full spectrum of promotions on social media platforms, increasing brand awareness and revenue generation.
- Implemented operational processes that improved overall efficiency and productivity.
- Developed strategic business plans to enhance company growth and market presence.
GIS Director
Kendall County
Yorkville, IL
01.2005 - 07.2018
- Managed customer interaction experiences, scrutinizing team engagement methods. Empowered team members to efficiently handle daily tasks through effective training techniques. Directed product-related administrative tasks or services. Enabled inter-departmental dialogue relating to financial and operational aspects. Drafted financial reports, forecasts, and budgets to achieve set goals. Reconciled mapping issues within departments for the county. Created maps to assist with Department Heads & Public access. Maintained and developed GIS web site for the County & GIS department.
- Enhanced employee relations by successfully resolving education & training.
- Aided administration for the county with GIS budgets and employee retention.
- Formulated, implemented, and documented comprehensive mapping and GIS applications.
- Maintained and achieved education certificates needed to maintain GIS standards
- Spearheaded all quality control for the GIS department as the director in charge. Updating & Maintaining System Software
- Mentored junior GIS staff, fostering skill development and improving team efficiency in geospatial projects.
- Established best practices for data management and quality assurance within GIS workflows across the organization.
- Developed strategic plans for GIS integration, aligning technology solutions with organizational goals and objectives.
- Led GIS project initiatives, enhancing spatial data analysis and mapping accuracy across county departments.
Web Developer
Clayton Web Designs
Elburn, Illinois
01.1995 - 08.2007
- Designed and implemented responsive web applications using HTML, CSS, and JavaScript.
- Collaborated with clients to gather requirements and deliver tailored web solutions.
- Optimized website performance through efficient coding practices and testing.
- Developed user-friendly interfaces focused on enhancing customer experience and engagement.
- Coded websites using HTML, CSS, JavaScript, and jQuery languages.
IT Dept and Software Support
Sidwell Company
West Chicago, IL
01.2000 - 01.2005
- 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.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
GIS department
Kane County
Geneva, IL
02.1990 - 01.2000
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Learned and adapted quickly to new technology and software applications.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed and maintained courteous and effective working relationships.
Education
High School Diploma -
Wheaton Central High School
Wheaton, ILGIS Certificates - Mapping/IT Technology
ESRI
Skills
- Microsoft Windows and Windows Server, Word, Excel, Outlook, and Publisher, Google, Zoom, Live chat, ESRI GIS software, Microsoft SQL Server, Microsoft Internet Information Server, HTML/DCSS, PHP, Java Script, Visual Basic, Python/ARCPy
- Remote support
- Customer service
- Customer relationship management
- Support services
- Technical assistance
- Technical troubleshooting
- Empathy and patience
- Service desk operations
- Ticket management
- Call management
- Client communication
- Data entry
Certification
- Licensed Insurance Auto
Timeline
Licensed Support Specialist
Progressive Insurance
10.2024 - Current
Founder – Managing Director
Faribowl | Bashers
08.2018 - 06.2023
GIS Director
Kendall County
01.2005 - 07.2018
IT Dept and Software Support
Sidwell Company
01.2000 - 01.2005
Web Developer
Clayton Web Designs
01.1995 - 08.2007
GIS department
Kane County
02.1990 - 01.2000
High School Diploma -
Wheaton Central High School
GIS Certificates - Mapping/IT Technology
ESRI
Areas of Expertise
- Customer Relationship Management
- Continuous Process Improvement
- GIS Director & IT & Mapping Support
- Project & Program Management
- Business Management Solutions
- Customer Escalation Management
- Front Desk/Administrative Support
- Staff Training & Development
- Govt Policies & Procedures
- Marketing & Brand Awareness
- Web Development