DONNA FLOYD
Summary
Dedicated Service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges.
Overview
23
23
years of professional experience
Work History
Assistant General Manager
Massey Services
03.2023 - 09.2023
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
- Decreased Consumer Delinquency by 15% for this branch
- Increased customer retention by 5%
- Complete time sensitive daily sales revenue reports
- Ensured all monetary transactions are completed and reported
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
Virtual Customer Service Associate
Lincare
04.2022 - 03.2023
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment
- Assisted up to 80 clients per day with product questions to facilitate online ordering process
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers
- Exceeded monthly KPI's for call volume resolution and sales.
Owner
BMD, LLC Catering
01.2019 - 10.2021
- Consulted with clients to outline desired party designs within their budget
- Designed and implemented marketing plans
- Recruited and trained catering staff members
- Clients include Keel and Curley Winery, Sparacia Whitheral Winery, Marker 48 and other private events.
PSCU - Product Manager
01.2001 - 10.2018
- Increased product profit margin and participation level by 20%
- Developed and maintained alignment between the strategic roadmap for PSCU and its clients by developing products that help credit unions meet their financial goals
- Supervised 30 collection staff members in two locations
- Guided, coached, mentored, and developed staff ensuring compliance with processes, procedures, and performance standards
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
- Developed dialer strategies to target low performing accounts, increasing member contact by 15%.
Collection Project Manager
- Coordinated project planning and execution with team members and team leads
- Documented user stories, specifications, and product features into detailed work order to communicate across teams to build product enhancing requirements
- Communicated effectively with team members to deliver updates on project milestones and deadlines
- Developed product roadmap to communicate upcoming features and products to internal sales teams
- Reviewed sales, customer concerns, and new opportunities to drive business strategies
- Presented to C-Level Clients
Collection Supervisor
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Supervised staff of collectors, monitoring phone calls and letters.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Researched accounts and completed due diligence to resolve collection problems.
Education
Associate of Arts - Business Administration and Management
Hillsborough Community College
Tampa, FLSkills
- Google Drive
- Procedural Optimization
- Training and Development
- Staff Management
- Customer Retention
- Profit and Loss Control
- Strategic Planning Skill
- Microsoft Office Suite
- Critical Thinking
- Business Development
- Sales Strategies
- Conflict Management
Timeline
Assistant General Manager
Massey Services
03.2023 - 09.2023
Virtual Customer Service Associate
Lincare
04.2022 - 03.2023
Owner
BMD, LLC Catering
01.2019 - 10.2021
PSCU - Product Manager
01.2001 - 10.2018
Collection Project Manager
Collection Supervisor
Associate of Arts - Business Administration and Management
Hillsborough Community College