DONNA A.M. BROWN
Customer Service Consultant
Florida
Summary
Dedicated and adaptable professional with a proactive attitude and quick learning ability. Possessing a strong work ethic and effective communication skills, eager to contribute to a dynamic team and support organizational goals. Results-oriented individual with a passion for continuous learning and innovation, seeking opportunities to make a positive impact within a collaborative work environment.
Overview
11
11
years of professional experience
Work History
Shopper/Fulfillment Associate
Amazon
- Facilitated the fulfillment of customers online orders while ensuring that items met compliance requirements on expiry dates and optimum temperature guidelines.
- Adherence to all health regulations and best practices relating to food handling.
- Organized storage area where packages are staged for pickup and delivery for a seamless operation.
- Maintaining a surplus inventory on supplies regularly. Weekly hours 30-40 based on business needs
Customer Service Consultant
TTEC Holdings
05.2023 - Current
- Created customized solutions to customer issues by using product knowledge and problem-solving skills.
- Greeted customers and answered inquiries promptly and professionally.
- Provided accurate information regarding product features, pricing, availability and services.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor with each interaction.
- Weekly schedule working remotely - 40 hours
Guest Advocate
Target Corporation
07.2019 - Current
- Greeted customers and provided support that fostered a positive shopping experience.
- Provided product knowledge to customers on features and benefits of our services and rewards program.
- Promoted an elevated level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Handled payment processing and encouraged feedback to continue to strive towards a standard of excellence and exceed guest expectations. Flexible hours weekly between 15-25 hours as per business needs.
Customer Service Representative
Maximus
01.2020 - 04.2020
- Provided excellent customer service to resolve customer complaints expeditiously.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Updated databases with new and modified customer data. Weekly hours 40
Customer Service Representative
Alorica
04.2018 - 11.2019
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Updated databases with new and modified customer data.
- Prepared and evaluated CRM reports to identify problems and areas for improvement. Weekly hours 40
Customer Relations Representative
Meat Experts/Butcher Block
03.2017 - 12.2017
- Greeted customers upon arrival and provided them with product information.
- Assisted customers in selecting the most suitable products to meet their needs.
- Answered customer inquiries via telephone, email and social media platforms.
- Provided detailed explanations of product features and benefits.
- Resolved customer complaints through attentive listening and creative problem-solving techniques.
- Maintained accurate records of customer interactions and transactions.
- Conducted follow-up surveys with customers to ensure satisfaction with purchase experience.
- Coordinated logistics for shipping orders directly to customers' homes or businesses.
- Provided technical support for online purchases and troubleshooting any issues that arose during the process.
- Attended trade shows and conferences to network with potential clients.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Took special orders in person and over telephone, generating additional revenue every month.
- Mentored new employees on procedures and policies to maximize team performance.
- Achieved high sales percentage with consultative, value-focused customer service approach. Weekly hours 40
Human Resources Assistant
Margaritaville
05.2016 - 02.2017
- Assisted in recruiting and hiring processes by conducting phone screens, scheduling interviews, and completing reference checks.
- Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
- Organized and conducted new hire orientation sessions to introduce policies and procedures to employees.
- Compiled reports related to personnel activities such as attendance tracking, turnover rates, disciplinary actions.
- Managed employee relations issues including grievances, complaints, and disputes as needed.
- Updated employee database with changes in job title, salary information or contact details. Weekly hours 40
Night Auditor
Jewels Paradise Cove Resort and Spa
06.2014 - 10.2016
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Provided support to housekeeping staff by preparing keys for departing guests when requested. Weekly hours 40
Education
High School Diploma - undefined
Excelsior High School
07.1989
Skills
- Communication
- Complaint Handling
- Customer Relations
- Time Management
- Stress Management
- Adaptability
- CRM Software
- Critical Thinking
- Inbound Call Management
Timeline
Customer Service Consultant
TTEC Holdings
05.2023 - Current
Customer Service Representative
Maximus
01.2020 - 04.2020
Guest Advocate
Target Corporation
07.2019 - Current
Customer Service Representative
Alorica
04.2018 - 11.2019
Customer Relations Representative
Meat Experts/Butcher Block
03.2017 - 12.2017
Human Resources Assistant
Margaritaville
05.2016 - 02.2017
Night Auditor
Jewels Paradise Cove Resort and Spa
06.2014 - 10.2016
Shopper/Fulfillment Associate
Amazon
High School Diploma - undefined
Excelsior High School
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