Donisha Butler
Guthrie,USA
Summary
Results oriented and dependable with 15+ years of experience in customer service, sales aptitude, and tolerance for a structured work environment in order to work effectively with teams and my peers within the company.
Overview
22
22
years of professional experience
Work History
Customer Retention Representative
Cox Communications
OKC
11.2017 - 11.2026
- - Enhanced customer retention by delivering exceptional service and effectively addressing client needs.
- - Expert in customer engagement while handling challenging situations and escalations to provide total resolution.
- -Served as a backup assisting team members with escalation calls while de-escalating and problem solving to resolve customer issues.
- - Coached new hires on call flow and system navigation to ensure successful completion of daily tasks.
- - Observed and guided new hires during live calls, providing feedback to improve their skills.
- Acted as point of contact for team communication, assisting peers with obstacles on calls and answering questions through chat and one-on-one interactions.
- - Operated with minimal supervision while managing team responsibilities and direction needed: assigned as team POC. Reviews, translates, and distributes reports from databases, exhibits a growth towards all services and point-of-sales systems, which pushes production in leaders' absence.
Collections Specialists I
Caliber Home Loans
OKC
04.2013 - 06.2017
- - Gaining contact with borrowers and collecting payment for outstanding balances while following the latest mortgage debt collecting laws
- - Contacted borrowers to collect payments for outstanding balances while adhering to mortgage debt collection laws.
- - Partnered with higher-level managers and team leads to identify trends and implement options that enhanced performance.
- Provided mentorship to new employees by guiding them through onboarding processes and company culture.
- - Training new employees on specific guidelines and scripts
- - Conducted one-on-one sessions with new hires to observe and provide feedback on live calls for skill improvement.
- - Assisting fellow associates with mortgage rules and regulations when needing assistance on live calls.
Utilities Customer Service
City of Oklahoma City Utilities Department
Oklahoma City, OK
01.2012 - 06.2012
- Inbound Utility Calls Center Rep
- Calculated adjustments for water bills to ensure accurate billing and customer satisfaction
- Managed incoming and outgoing calls to address customer inquiries.
- Recorded and obtained information on bills and charges to facilitate timely customer inquiries
- Performed clerical duties to support efficient operation of customer service functions
Receptionist
Oklahoma Juvenile Detention Center
Oklahoma City, OK
02.2011 - 01.2012
- Feb 2011 – Jan 2012 Oklahoma County Oklahoma City, OK
- Receptionist/Cashier
- Compiled and updated monthly reports to ensure accurate record-keeping
- Handled cash transactions accurately at the front desk.
- Accounts Receivable
- Processed incoming and outgoing mail systematically to ensure timely delivery.
- Updating monthly reports
- Greeted citizens and workers warmly upon arrival.
- Created monthly expenditure spreadsheets to support budget tracking
- Providing monthly spreadsheets regarding expenditures
Customer Service Rep IV
City of Oklahoma City Municipal Courts
Oklahoma City, OK
02.2009 - 02.2011
- Informed public on bonds, inmate charges, and fines, ensuring clarity and understanding.
- Posted cash and collateral bonds, ensuring confidentiality during inmate releases.
- Providing the public regarding bonds, inmate charges, and fines.
- Prepared court documents and managed public records, supporting accurate legal processes.
FTV Salvage Analyst
Farmers Insurance Group
Oklahoma City, OK
09.2007 - 02.2009
- processed information on fine/charges loss claims related to fire, theft, or vandalism
- handled processing of recovered theft vehicles
- Contacting lien holders to collect titles on total loss paid claims
- contacted lien holders to collect titles for total loss paid claims
- Performed filing of important documents in an organized manner
- Managed outgoing and incoming calls to address customer inquiries
Administrative Coordinator
Albertsons LLC
Oklahoma City, OK
03.2005 - 08.2007
- Interview/hire new employees
- Assisted Store Director in daily operations and decision-making processes
- Processed payroll for employees
- New hire orientation
- Bookkeeping
- AP/AR Vendor Accounts
- Organized and maintained filing system
- Created and updated spreadsheets for data tracking
- Managed special projects to streamline operations and enhance team collaboration
- Service Supervisor
- Supervised cashiers to ensure efficient transaction handling and customer service
- Count/Balance store safe
- Make bank deposits
- Create work schedules for employees
- Customer Service Clerk
- Give exchanges/refunds
- Answer incoming calls
- Issue payroll checks
- Facilitated movie rental transactions for customers
- Conducted inventory of lottery tickets for accuracy
Education
General Education -
Star Spencer High School
Spencer, OKGeneral & Advanced Accounting -
Metro Technology Centers
OKC, OKBusiness/Accounting -
OSU
Oklahoma City, OKSkills
- Customer retention
- Retention Strategies
- Escalation handling
- Account resolution
- Sales
- Upselling strategies
- Sales Coaching
- Employee Training
- Performance Assessment
- Problem solving
- Analytical
- Multi-Tasking
- Team leadership
- Management
- Communication
- Effective communications
- Interpersonal
- Collaborative
- Conflict resolution
- Critical thinking
INTERESTS
Title: Customer Service Retention Representative
Accomplishments
- Embrace Award, February 2023, Cox Comm.
- Recognized in March 2023 Unleash Potential Amplifi Leader Discretionary Promotion Cox Communications
- Retention Q2 2023 Local Incentive Budget Promotion, May 2023, Cox Communications
- Oklahoma Life & Health Insurance License 2017-2019
- Caliber Home Loans Top Performer, June 2014
- Caliber Home Loans Top Performer, Sept. 2014
- Caliber Home Loans Top Performer, Dec 2014
- Caliber Home Loans Top Performer, Jan 2015
- Caliber Homer Loans Top Performer, Oct. 2015
- Caliber Home Loans Top Performer, Dec 2015
ORGANIZATIONS
Traveling, Collecting, Music, Reading, Movies, Family Activities
Affiliations
- Women's Employee Resource Group (01/2017 - 8/2026
Timeline
Customer Retention Representative
Cox Communications
11.2017 - 11.2026
Collections Specialists I
Caliber Home Loans
04.2013 - 06.2017
Utilities Customer Service
City of Oklahoma City Utilities Department
01.2012 - 06.2012
Receptionist
Oklahoma Juvenile Detention Center
02.2011 - 01.2012
Customer Service Rep IV
City of Oklahoma City Municipal Courts
02.2009 - 02.2011
FTV Salvage Analyst
Farmers Insurance Group
09.2007 - 02.2009
Administrative Coordinator
Albertsons LLC
03.2005 - 08.2007
General Education -
Star Spencer High School
General & Advanced Accounting -
Metro Technology Centers
Business/Accounting -
OSU