Donna Lumpkin
Jacksonville
Summary
Experienced customer service professional with a proven track record in effectively addressing and resolving customer issues. Recognized for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable individual with excellent communication and problem-solving skills. 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. Reliability and proactive approach make well-equipped to meet both customer and organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
XYZ Company
03.2019 - Current
- Provided high-quality customer service to clients via phone and online platforms
- Assisted customers with product and service inquiries, resolving issues promptly
- Handled sales inquiries, promoting relevant products, and upselling services where appropriate
- Achieved daily and weekly sales targets, earning performance-based commission
- Used internal systems to process orders, track customer preferences, and resolve booking issues
Online Travel Agent
Disney Cruise Lines
05.2018 - 04.2024
- Increased repeat business through exceptional customer service and follow-up communications.
- Developed strong relationships with suppliers, securing competitive rates for clients on flights, accommodations, and excursions.
- Monitored industry trends to stay current on popular destinations, emerging markets, and best practices in the field of online travel sales.
- Maintained accurate records of all bookings and transactions, adhering to strict data privacy guidelines.
Manager of Business Development and Sales
Apple
01.2021 - 03.2023
- Enhanced customer satisfaction with efficient account management, timely follow-ups, and prompt resolution of issues.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Led team meetings focused on sharing best practices which contributed significantly to overall team success.
- Collaborated with sales, marketing and other internal teams to meet shared goals.
Supervisory Administrative Specialist
U-Haul Moving & Storage of Fultondale
01.2018 - 05.2022
- Safeguarded sensitive information through diligent maintenance of confidential records storage systems in compliance with legal regulations.
- Coordinated travel arrangements for executive staff, ensuring efficient scheduling and cost-effective accommodations.
- Facilitated timely resolution of customer inquiries by streamlining communication channels between departments.
- Managed complex scheduling and calendar coordination for high-level executives, ensuring punctuality and effective time management across the board.
Manager of Accounts and Finance
Comcast Technology Solutions
07.2017 - 08.2020
- Handled accounts payable and receivable functions, ensuring timely payment processing and collection efforts.
- Processed payroll for employees and reported payroll taxes for organization.
- Developed annual and multi-year budgets to meet organizational needs.
- Processed vendor payments, invoices and account statements.
- Optimized cash flow management, leading to improved liquidity for the organization.
Reservations Agent
ABC Hotels
06.2015 - 02.2019
- Managed guest reservations and inquiries via phone, email, and online platforms
- Provided personalized recommendations for hotels based on client needs and preferences
- Ensured accurate data entry and maintained up-to-date guest information
- Collaborated with other departments to ensure seamless guest experiences from booking to checkout
- Consistently met or exceeded monthly revenue targets through upselling and cross-selling
Education
High School Diploma -
Cross Roads High School
Jacksonville, FL05.2015
Skills
- Customer Service Expertise
- Sales and Revenue Growth
- Communication
- Adaptable & Goal-Oriented
- Team leadership
- Business development and planning
- Relationship building and management
- Sales and marketing
- Mentoring and coaching
- Project management
- Goal setting and achievement
Accomplishments
As a seasoned Customer Service Manager with expertise in remote team leadership and business development, I have successfully leveraged certifications in Certified ScrumMaster (CSM), HubSpot Sales Software, and Google Workspace to drive operational excellence and customer satisfaction. With over 18+years of experience, I have managed and developed high-performing customer service teams, implementing innovative solutions that enhanced client retention rates by 25%. My ability to streamline workflows using tools like Salesforce and Trello has resulted in a 30% reduction in response time, ensuring superior service delivery. I also spearheaded sales enablement strategies that boosted cross-selling revenue by 20% while fostering a culture of collaboration and accountability in remote environments.
Certification
- Certified Hospitality Sales Professional (CHSP)
- Customer Service Excellence Certification
Additionalinformation
Equipped with a high-speed internet connection, Chrome browser, and quality audio headset/microphone., Flexible hours, able to work 24x7 based on client needs and call volume., Comfortable with commission-based compensation and ready to earn revenue share through hotel reservations.
Languages
English
Full Professional
Timeline
Manager of Business Development and Sales
Apple
01.2021 - 03.2023
Customer Service Representative
XYZ Company
03.2019 - Current
Online Travel Agent
Disney Cruise Lines
05.2018 - 04.2024
Supervisory Administrative Specialist
U-Haul Moving & Storage of Fultondale
01.2018 - 05.2022
Manager of Accounts and Finance
Comcast Technology Solutions
07.2017 - 08.2020
Reservations Agent
ABC Hotels
06.2015 - 02.2019
- Certified Hospitality Sales Professional (CHSP)
- Customer Service Excellence Certification
High School Diploma -
Cross Roads High School
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