DONNA CHISHOLM
CUSTOMER SERVICE PROFESSIONAL
Valdosta,GA
Summary
Passionate about providing lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. A dedicated professional with knowledge of service, data entry, telecommunications, account management with proven multitasking abilities. Team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
CDK Global (ELEAD 1)
Valdosta, Georgia
01.2019 - Current
- Handled high volume of inbound calls per shift to assist with scheduling their customers for scheduled maintenances, repairs, tow ins, vehicle details, etc.
- Created new customer records using customer's name, address and phone numbers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Documented and detailed calls and complaints using call center's CRM database.
- Maintained weekly agent stats set by management
- Attended telephone skills and program information training sessions to boost aptitude.
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
- Created and maintained customer records.
Inbound Call Center Representative
CONVERGY'S (DIRECTV/AT&T)
Valdosta, Georgia
04.2010 - 12.2018
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Generated new and repeat sales by offering timely product, service and technical information.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Documented and detailed calls and complaints using call center's CRM database.
- Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
- Built positive relationships with customers by providing exceptional customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Accounting
Valdosta State University
Valdosta, GAHigh School Diploma -
Lowndes High School
Valdosta, GA06.1995
Skills
- Call Documentation
- Customer Data Confidentiality
- Data Entry and Maintenance
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Upselling Products and Services
Timeline
Customer Service Representative
CDK Global (ELEAD 1)
01.2019 - Current
Inbound Call Center Representative
CONVERGY'S (DIRECTV/AT&T)
04.2010 - 12.2018
Accounting
Valdosta State University
High School Diploma -
Lowndes High School
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