Donicia Riley
Pensacola
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Next Era Energy Services
01.2024 - Current
- Deliver exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Manage a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provide timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborate with cross-functional teams to address customer concerns and improve overall service quality.
- Enhance customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Service Representative
Capital Staffing Solutions
06.2023 - 01.2024
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
In Home Angels
Own Business
04.2017 - 06.2023
- Exceeded client expectations through dedicated attention to detail, open communication, and a genuine commitment to their wellbeing.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Developed individual care plans for clients based on specific needs.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Provided emotional support to patients and families during difficult times, promoting a positive atmosphere conducive to healing.
Education
Certificate of Technical Studies - Life Enrichment Directo
NCCAP
Online05-2010
High School Diploma -
Escambia High
Pensacola, FL06-1989
Skills
- Problem-solving
- Customer relationship management (CRM)
- Data entry
- Conflict resolution
- Active listening
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Decision-making
- Attention to detail
- Teamwork and collaboration
Timeline
Customer Support Specialist
Next Era Energy Services
01.2024 - Current
Customer Service Representative
Capital Staffing Solutions
06.2023 - 01.2024
In Home Angels
Own Business
04.2017 - 06.2023
Certificate of Technical Studies - Life Enrichment Directo
NCCAP
High School Diploma -
Escambia High
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