Summary
Overview
Work History
Education
Skills
Timeline
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Donna Freeman

Sneads Ferry,NC

Summary

Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in Utilities customer support roles with high-volume customer demands. Seasoned customer service specialist offering over 20 years customer service and 10 years of restaurant management offer related experience combined with proven customer service, communication and conflict mediation skills. Successful at defusing upset, angry customers with calm and level-headed approaches. Team-oriented, resourceful and adaptable to changing demands.

Customer care professional with proven track record in delivering exceptional service and resolving complex issues. Strong communication and problem-solving skills, combined with focus on team collaboration and adaptability to changing needs. Known for building strong relationships with clients and achieving results that align with company goals. Adept at utilizing CRM software, handling high-volume inquiries, and maintaining positive customer experience.

Experienced with managing customer interactions and resolving issues efficiently. Utilizes communication and problem-solving skills to ensure customer satisfaction. Track record of maintaining high service standards and fostering positive customer relationships.

Overview

31
31
years of professional experience

Work History

CUSTOMER CARE SPECIALIST

CONCENTRIX
10.2022 - 01.2024
  • Online pharmacy for Humana Assisted customers for refill of their prescriptions requesting medications from their doctors and orders from the online catalog
  • American Express online savings Assisted customers with withdrawal and deposits of funds. Explained high yield savings accounts
  • Remote/Work from home
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.
  • Took ownership of customers issues to follow problems through to resolution.
  • Provided customers with detailed information on company products, services and materials.
  • Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
  • Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
  • Used exceptional communication to connect with customers, assess needs, and present solutions.
  • Developed policies to increase accuracy and resolution of customer care department.
  • Collaborated with cross-functional teams to ensure seamless service delivery for customers.
  • Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
  • Identified customer issues with products or services, investigated causes and initiated resolutions.

Associate Customer Care Specialist

Duke Energy Progress LLC
01.2007 - 01.2018
  • Building genuine connections with customers
  • Being a great ambassador for the Duke Energy brand
  • Providing high quality customer interactions by handling customer's needs with integrity and empathy in one transaction.
  • Promoting sales of available products and services.
  • Using professional judgment and escalating customer issues/concerns to management when appropriate.
  • Performing other duties as assigned, including work on special projects
  • Directed customers to appropriate departments for additional support.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Requested escalation for unresolved issues.
  • Developed strong relationships with clients, leading to increased loyalty and repeat business.
  • Assessed and offered solutions to improve procedures and customer experiences.
  • Navigated multiple computer systems and applications to find information.
  • Assisted call-in customers with questions and orders.
  • Retained at-risk customers by identifying their needs and offering tailored solutions, resulting in reduced churn rates.

Dispatcher and Communications Specialist

New Hanover County Communications, 911
01.2004 - 01.2007
  • Receives emergency calls
  • Asks the caller to describe the nature of the emergency and follow up questions as necessary
  • Takes down location and personal information of the caller
  • Dispatch available emergency units to the proper location. New Hanover County sheriff’s office EMS County fire Wilmington police department Kure and Carolina Beach police departments
  • Keep callers on the line when necessary.
  • Advises callers on proper course of actions, calms while documenting their condition until emergency units arrive.
  • Maintain log of all calls and dispatched units.
  • Enters call information and records into the database
  • Prioritizes simultaneous emergency scenarios
  • Stays up to date on location and activity of emergency units in the area Monitors activity of emergency vehicles and on-duty personnel during shift
  • Receives non-emergency calls
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Consistently met performance metrics for call handling, contributing to the overall success of the department.
  • Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.

Assistant manager

Scotch Bonnet Pier, Arcade, Restaurant and Lounge Page house restaurant and Commodore Room
01.1993 - 01.2002
  • Supervise efficient working of departments and assigned shift
  • Administer pre-meal meetings and rectify all service of staff.
  • Administer training program and prepare schedule and handle inventory effectively.
  • Monitor and manage guest complaints, ensure satisfaction and administer efficient follow up for the same to receive feedback.
  • Perform regular inspection of food and beverage preparation and presentation and maintain inventory to enhance sales.
  • Maintain and ensure compliance to established food quality and standards.
  • Manage workload and ensure effective working of restaurant activities and maintain excellent standards to meet operational expectations.
  • Assist and provide training to staff.
  • Coordinate with the General Manager for everyday operation and maintain financial and administrative records.
  • Ensure compliance with prescribed standards and local state and federal laws in labor costs, and guest relations.
  • Evaluate performance and recommend salary increase, incentives for all.
  • Maintain personal records, schedules and reports for all employees.
  • Develop special, promotional and merchandising plans, advertising materials and ensure adherence to local and company standards.
  • Assist employee teams to provide excellent customer service.
  • Maintain proper sanitation, hygiene standards in the kitchen and maintain effective store presentation.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Generated repeat business through exceptional customer service.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.

Salesclerk

C-Check No 1 Gas station
01.1995 - 10.1996
  • Opening/closing the store
  • Performing transactions for retail and food products as well as fuel
  • Keep the facility clean: from the bathrooms to the gas pumps
  • Place Merchandise in its proper location once a week.
  • Maintained a clean, organized sales floor to promote a pleasant shopping experience for customers.
  • Developed strong relationships with customers, driving repeat business and loyalty.
  • Processed transactions quickly and accurately, maintaining a high level of customer satisfaction.
  • Kept front check out area clean and organized for efficient service.
  • Boosted sales by effectively promoting products and engaging with customers.
  • Assisted customers by finding items quickly to boost store satisfaction rates.
  • Processed payments and returns with accuracy and efficiency.
  • Assisted in organizing store displays for maximum visibility and attractiveness to potential buyers.

Seasonal Entry Level Tax Preparer

MODERN TAX SERVICE, INC
01.1996 - 04.1996
  • Responsible for providing guidance, explaining, preparing, and completing accurate tax-related forms for clients, including multiyear, multistate, year-end tax forms
  • Providing clients with IRS audit support
  • Complete E-filing, provide printed copies of returns for clients to review
  • Conduct face-to-face tax interviews with clients
  • Offer additional products and services
  • Complete all related tax forms in accordance with policies, and in compliance with legislation and regulations
  • Collection and processing of clients' payments while ensuring timely deposits
  • Furnishes taxpayers with sufficient information and advice to ensure correct tax form completion
  • Answer client calls and questions
  • Resolve client complaints or refer situations to the supervisor
  • Jackson Hewitt
  • Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
  • Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
  • Increased client satisfaction by providing accurate and timely tax preparation services.
  • Built strong rapport with clients through clear communication and regular updates on the status of their tax filings.

Education

GED -

Coastal Carolina Community College
Jacksonville, NC

EMT Basic certification and Paramedic (No Degree) - Emergency Services

Coastal Carolina Community College
Jacksonville, NC

Some College (No Degree) - Legal Studies

Strayer University
Washington, DC

Associate of Applied Science - Medical Coding

US Career Institued
Online
07-2025

Skills

  • Customer Service Excellence
  • Upselling Products and Services Sales Support
  • Efficient and Detail-Oriented
  • Needs Assessment
  • Issue and Complaint Resolution Multitasking and Prioritization
  • Verbal and Written Communication Data Entry
  • Building Customer Trust and Loyalty Transaction Processing
  • De-escalation Techniques
  • Creative Problem Solving
  • Customer Service
  • Call Documentation
  • Courteous with Strong Service Mindset
  • Customer Account Management
  • Upbeat and Positive Personality
  • Understanding Customer Needs
  • Responding to Difficult Customers
  • Calm and Professional Under Pressure
  • Data Entry and Maintenance
  • Payment Processing
  • Quality Assurance
  • Regulatory Compliance
  • Salesforce CRM
  • Microsoft Office
  • Billing Adjustments and Refunds
  • Product Recommendations
  • Work Prioritization
  • Team-Oriented and Cooperative
  • Call Volume and Quality Metrics
  • Inter-Department Collaboration
  • Cultural Awareness and Sensitivity
  • Sales Report Generation
  • Patient and Empathetic
  • Policies and Procedures Adherence
  • Sales Quota Achievement
  • Time Management
  • Teamwork and Collaboration
  • Complex Product Knowledge
  • Proactive Self-Starter
  • Establishing and Maintaining Customer Relationships Inbound and Outbound Calling
  • Sales and Upselling
  • Strong Analytical and Problem-Solving Skills
  • Merchandise Orders and Exchanges
  • Excellent Attention to Detail
  • Remote Office Availability
  • Administrative and Office Support
  • Proficiency in Microsoft Office and G Suite
  • Goal oriented
  • Cash register operation
  • Organization
  • Sales expertise
  • Complaint resolution
  • Product knowledge
  • Cash handling
  • Relationship building
  • Technical support
  • Accurate money handling
  • Merchandising ability
  • Product merchandising
  • Staff education and training
  • Microsoft office
  • POS system troubleshooting
  • Inventory tracking
  • Visual merchandising
  • Returns processing
  • Customer service
  • Customer relations
  • Customer relationship building
  • Client service
  • Product and service knowledge
  • Product and service sales
  • Upselling and cross selling
  • Staff training
  • Account management
  • Customer needs assessment
  • Records management
  • Complex Problem-solving
  • Account servicing
  • Retention strategies
  • Customer success management
  • Regulatory compliance
  • Account development
  • Network development
  • Sales development
  • Systems and software expertise
  • Client account management
  • Lead generation
  • Closing techniques
  • Time management
  • Customer experience enhancement
  • Social media marketing

Timeline

CUSTOMER CARE SPECIALIST

CONCENTRIX
10.2022 - 01.2024

Associate Customer Care Specialist

Duke Energy Progress LLC
01.2007 - 01.2018

Dispatcher and Communications Specialist

New Hanover County Communications, 911
01.2004 - 01.2007

Seasonal Entry Level Tax Preparer

MODERN TAX SERVICE, INC
01.1996 - 04.1996

Salesclerk

C-Check No 1 Gas station
01.1995 - 10.1996

Assistant manager

Scotch Bonnet Pier, Arcade, Restaurant and Lounge Page house restaurant and Commodore Room
01.1993 - 01.2002

EMT Basic certification and Paramedic (No Degree) - Emergency Services

Coastal Carolina Community College

Some College (No Degree) - Legal Studies

Strayer University

GED -

Coastal Carolina Community College

Associate of Applied Science - Medical Coding

US Career Institued

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Donna Freeman