Donna Guthrie
Park Forest,IL
Summary
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Overview
14
14
years of professional experience
Work History
Customer Service Representative 1
Chicago Transit Authority
Chicago, IL
05.2021 - Current
- Serves as primary point of contact for CTA's external and internal customers providing information, problem solving, and advocating for mass transit consumers
- Addresses consumer concerns via inbound telephone calls including but not limited to fare media products, reduced fares, bus and rail service, travel information, CTA accessible services, account management and complaints resolution
- Maintains daily audit procedures and productivity reports,tracks system access, account activity.
Call Center Floor Assistant
Chicago Lighthouse
Chicago, IL
09.2019 - 05.2021
Call Center Agent
Chicago Lighthouse
Chicago, IL
06.2017 - 05.2021
Call Center Supervisor
GLOBAL SOLUTIONS
Davenport, IA
09.2010 - 04.2012
- Managed Team of 17-25 customer service/sales agents
- Essential duties included providing developmental feedback along with coaching, call monitoring, and administering of employee performance reviews
- Answered and diffused escalated customer complaints, providing exceptional problem-resolution
- Maintained and exceeded team performance metrics by 7% for 2 consecutive years.
Service professional
- Versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction
- Experienced in exceeding performance goals in fast-paced call center environments
- Trained in connecting with customers to build positive relationships and strengthen loyalty.
Lighthouse
Chicago, Illinois
- Supports Call Center Floor and Training Department as needed
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees
- Responded to telephone inquiries and recommend corrective services to address customer needs and complaints
- Evaluate trainees via side-by-side monitoring/coaching, providing on-going feedback
- Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations., Answering high-volume incoming calls, accessing customer accounts, resolving customer inquiries/complaints
- Evaluated customer account information to assess current issues and determine potential solutions
- Exceeds performance metrics (call monitoring scores, schedule adherence, attendance)
- Delivered excellent customer service with positive and professional attitude
- Reviewed files, records and other obtained documents to respond to customer requests
- Processed customer payments received via multiple channels (mail, over-the-phone-, web- based)
- Achieved customer satisfaction rating of 98% within 3 months, exceeding company target.
Education
High school diploma - General Studies
City Colleges of Chicago-Harry S Truman College
July 1996
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Scott Community College
Skills
- MS Word, Excel, Outlook
- 4 years
- Scheduling and calendar management
- 3 years
- CSR
- 4 years
- Call Center
- 4 years
- Customer Service
- Typing 35 wpm
- 10 years
- Office Experience, filing, faxing, copying
- 10 years
- Team Management
- Personal Assistant Experience
- Office experience
- Management
- SAP
- Computer literacy
- Typing
- Data Entry
- Human Resources
- Interviewing
- Microsoft Word
- Microsoft Office
- Microsoft Outlook
- Organizational Skills
- Research
- Certifications / Licenses
- Add your certifications
- Assessments
- Written communication - Highly Proficient
- January 2021
- View Full Score Report
- Call center customer service - Expert
- December 2020
- View Full Score Report
- Sales Skills - Proficient
- November 2020
- View Full Score Report
- Active Listening - Expert
- November 2020
- View Full Score Report
- Scheduling - Highly Proficient
- November 2020
- View Full Score Report
- Work Style: Conscientiousness - Proficient
- October 2020
- View Full Score Report
- Written Communication - Proficient
- February 2020
- View Full Score Report
- Call Center Customer Service - Highly Proficient
- January 2020
- View Full Score Report
- Customer Service - Highly Proficient
- January 2020
- View Full Score Report
- Scheduling - Proficient
- January 2020
- View Full Score Report
- Customer Focus & Orientation - Expert
- January 2020
- View Full Score Report
- Sales: Influence & Negotiation - Highly Proficient
- January 2020
- View Full Score Report
- Verbal Communication - Highly Proficient
- January 2020
- View Full Score Report
- Problem Solving - Expert
- January 2020
- View Full Score Report
- Customer focus & orientation - Expert
- January 2020
- View Full Score Report
Additional Information
- Authorized to work in the US for any employer, Willing to relocate anywhere Add your headline
Timeline
Customer Service Representative 1
Chicago Transit Authority
05.2021 - Current
Call Center Floor Assistant
Chicago Lighthouse
09.2019 - 05.2021
Call Center Agent
Chicago Lighthouse
06.2017 - 05.2021
Call Center Supervisor
GLOBAL SOLUTIONS
09.2010 - 04.2012
Service professional
Lighthouse
High school diploma - General Studies
City Colleges of Chicago-Harry S Truman College
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Scott Community College
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