DONETTE PEARCE
Roy
Summary
Results-driven customer service representative with extensive experience in issue resolution and product expertise. Proficient in computer operations, upselling, and effective communication. Demonstrates commitment to customer satisfaction through professional and approachable service. Strong background in managing orders and enhancing customer interactions.
Overview
7
7
years of professional experience
Work History
Vendor Customer Success Manager
Marketstar/ GWS
Ogden, UT
11.2025 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Adapted swiftly to fast-paced settings, maintaining productivity and team collaboration.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Strengthened vendor relationships by maintaining open communication and promptly addressing any concerns or issues.
- Improved client satisfaction by quickly addressing and resolving service issues.
- Met existing customers to review current services and expand sales opportunities.
- Recorded accurate and efficient records in customer database.
Customer Service Representative
Focus Services/ Charlie Financial Service
Roy, UT
10.2024 - 09.2025
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Maintained extensive product knowledge to assist customers with questions and concerns.
- Managed high volume of incoming calls and emails, consistently exceeding response time goals.
- Collaborated with cross-functional teams to escalate complex issues for timely resolutions.
Call Center/Customer Service Representative
Focus Services/ Spectrum Internet/ Retention Dept
Roy, UT
03.2020 - 10.2024
- Addressed customer concerns to retain clients considering cancellation through alternative solutions and value demonstration.
- Detailed payment plans, receipts, and billing information to clarify financial aspects for customers.
- Engaged in ongoing training to strengthen product knowledge and improve customer service delivery.
- Discovered potential sales opportunities during interactions, effectively up-selling relevant products or services.
- Kept informed about changes in products and services to maintain accurate customer support.
- Monitored team member productivity, providing feedback that enhanced overall performance.
- Detected and corrected discrepancies in customer accounts for improved accuracy.
Customer Service Representative
Focus Services/ Molton
Ogden, UT
09.2019 - 03.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Focus Services/ Varo Banking
Ogden, UT
12.2018 - 09.2019
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Educated customers about billing, payment processing and support policies and procedures.
Education
No Degree - GED
Mountain High School
Kaysville, UTSkills
- Customer service and support
- Phone etiquette
- Order processing
- Payment handling
- Product expertise
- Relationship building
- Inbound communication
- CSG proficiency
- Agent OS proficiency
- Professionalism under pressure
- Upselling strategies
Timeline
Vendor Customer Success Manager
Marketstar/ GWS
11.2025 - Current
Customer Service Representative
Focus Services/ Charlie Financial Service
10.2024 - 09.2025
Call Center/Customer Service Representative
Focus Services/ Spectrum Internet/ Retention Dept
03.2020 - 10.2024
Customer Service Representative
Focus Services/ Molton
09.2019 - 03.2020
Customer Service Representative
Focus Services/ Varo Banking
12.2018 - 09.2019
No Degree - GED
Mountain High School