Summary
Overview
Work History
Education
Skills
Timeline
BusinessDevelopmentManager

Donna Mann

Mentor,OH

Summary

Achieved notable customer loyalty and business growth at Kohls by expertly managing high-stress situations and resolving complaints with empathy. Demonstrated exceptional problem-solving and customer service skills, enhancing team performance and operational efficiency at Flagstar. Spearheaded new service implementations, significantly contributing to branch success.

Overview

28
28
years of professional experience

Work History

Customer Service Representative

Kohls
11.1998 - Current
  • 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.

Assistant Branch Leader

Flagstar
06.1996 - 08.2024
  • Promoted a positive work environment by addressing employee concerns promptly and fostering open lines of communication between staff members at all levels of the organization.
  • Evaluated employee performance fairly using a comprehensive appraisal system that took into account individual contributions as well as team dynamics.
  • Spearheaded the implementation of new products and services in response to market trends, customer needs and competitive landscape.
  • Coordinated cross-functional collaboration between sales, operations, and risk management teams to drive overall branch success.
  • Managed daily branch operations to ensure smooth functioning of all aspects including teller services, lending, and account management.
  • Established strong relationships with clients to foster trust, loyalty, and long-term business partnerships.
  • Complied with regulatory guidelines and requirements.

Education

Lake Catholic High School
Mentor, MN
06.1981

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Money handling abilities
  • Scheduling
  • Product Knowledge
  • Staff Training
  • Product Sales

Timeline

Customer Service Representative

Kohls
11.1998 - Current

Assistant Branch Leader

Flagstar
06.1996 - 08.2024

Lake Catholic High School

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Donna Mann