Summary
Overview
Work History
Education
Skills
Timeline
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Donna Hilbert

Little River,SC

Summary


Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

Verizon Communications Inc
06.1998 - 09.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Reviewed accounts while listening to customer reason for calling
  • Used product knowledge to offer new products to customer
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Responded proactively and positively to rapid change.

Education

Associate of Science -

Suffolk County Community College
Selden, NY
05-1990

Bachelor of Science -

SUNY College At Oswego
Oswego, NY
05-1993

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Relationship building
  • Complaint handling
  • Customer satisfaction measurement
  • Client relations
  • Professional telephone demeanor
  • Payment processing
  • Time management
  • Customer needs assessment
  • Customer complaint resolution
  • Upselling
  • Decision-making
  • [Product or service] expertise
  • Closing techniques
  • Issue follow up

Timeline

Customer Service Representative

Verizon Communications Inc
06.1998 - 09.2025

Associate of Science -

Suffolk County Community College

Bachelor of Science -

SUNY College At Oswego

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