Summary
Overview
Work History
Education
Skills
Certification
Assessments
Timeline
Generic

Donna Harwell

Colonial Heights,VA

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 the field roles with high-volume customer demands.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Care Representative

MBH Enterprises
04.2024 - Current
  • Restaurant Equipment service company
  • New hire orientation.
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Built sustainable relationships of trust through open communication with customers.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Delivered customer support to high call load each shift.

Dispatcher

James River Air
01.2023 - 03.2024
  • HVAC, Plumbing and Electrical Techs
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.
  • Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
  • Managed a large volume of phone calls while ensuring accuracy in data entry.
  • Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
  • Developed strategies for improving efficiency within the dispatch department.
  • Participated in team meetings discussing changes in procedures or processes.

Supervisor

TDB Communications
11.2022 - 01.2023
  • New contract supervisor for 15 Agents
  • Attendance, quality, attrition, payroll
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Organized special events such as company picnics or holiday parties for employees.
  • Collaborated with other departments to coordinate workflow processes between teams.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.

Supervisor

Michael and Son
12.2021 - 11.2022
  • Call center supervisor for 13 Agents, inbound sales
  • Analyzed key performance indicators to identify effective strategies.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Collaborated with other departments to coordinate workflow processes between teams.
  • Complied with company policies, objectives and communication goals.
  • Coached staff members to develop long-term career goals.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Team leadership building.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Oversaw quality control to identify inconsistencies and malfunctions.

Dispatcher

WOODFIN - Richmond, VA
04.2019 - 11.2021
  • Dispatcher for full service Company HVAC, Plumbing and Electrical
  • Received and dispatched calls for emergency services.
  • Updated records of driver locations, delays, and cancellations.
  • Created daily reports detailing response times, call volumes, and other pertinent information.
  • Assigned drivers to appropriate routes based on customer needs.
  • Maintained logs of all incoming calls and assigned tasks.
  • Provided timely updates to customers regarding their orders or requests.
  • Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
  • Developed strategies for improving efficiency within the dispatch department.
  • Utilized various software systems to facilitate movement, planning and scheduling.
  • Managed daily delivery and work schedules to maximize coverage.
  • Reported delays, accidents or other traffic and transportation situations.
  • Prepared daily work and run schedules.

Dispatcher

Robinsons Plumbing
11.2016 - 03.2019
  • Scheduler, Customer Service, Contracts, Dispatch, QuickBooks Billing, and Invoicing.
  • Received and dispatched calls for emergency services.
  • Assigned drivers to appropriate routes based on customer needs.
  • Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Recorded and maintained files or records of customer requests, work or services performed.

Field Coordinator

City of Richmond - Richmond, VA
10.2014 - 10.2016
  • Dept of Utilities- local Government, Emergency dispatcher for Gas, Water, Wastewater and Street Light division
  • Assisted in the coordination of field activities, including scheduling and tracking.
  • Managed multiple projects simultaneously while meeting deadlines.
  • Collaborated with supervisor to manage logistics for varying stages of installation projects.
  • Created work crew schedules and delegated assignments.
  • Inspected completed work to assess quality and identify skill gaps.

Education

Skills

  • PHP
  • Microsoft Word
  • Customer service
  • McKesson
  • Scripting
  • Six Sigma
  • Transportation Management
  • Dispatching
  • Account Management
  • High-energy attitude
  • Route Management
  • Analytical Thinking

Certification

Lean Six Sigma Yellow Belt, 04/01/11, Present

Assessments

  • Customer focus & orientation, Highly Proficient, 11/01/21
  • Filing & organization, Proficient, 07/01/21
  • Verbal communication, Proficient, 09/01/20

Timeline

Customer Care Representative

MBH Enterprises
04.2024 - Current

Dispatcher

James River Air
01.2023 - 03.2024

Supervisor

TDB Communications
11.2022 - 01.2023

Supervisor

Michael and Son
12.2021 - 11.2022

Dispatcher

WOODFIN - Richmond, VA
04.2019 - 11.2021

Dispatcher

Robinsons Plumbing
11.2016 - 03.2019

Field Coordinator

City of Richmond - Richmond, VA
10.2014 - 10.2016

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Donna Harwell