DONNA MATLOCK
Milwaukee
Summary
Accomplished customer service professional with extensive experience in client relations strategy, product management, and innovative technologies. Proven track record of building new business channels and expanding opportunities while aligning business objectives with cultural programs and policies. Expertise in coaching to enhance organizational and individual performance, complemented by exemplary leadership skills that foster cooperation among external business partners. Recognized for a strong focus on team collaboration, delivering positive outcomes, and effectively addressing and resolving customer issues through exceptional communication and problem-solving abilities.
Overview
38
38
years of professional experience
Work History
Customer Service Representative
Harley-Davidson Motor Company
09.2017 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Cross-trained and provided backup support for organizational leadership.
- Maintained high levels of customer satisfaction by providing timely assistance and accurate information.
- Managed high-volume inbound calls while maintaining composure and professionalism.
- Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
- Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Beneficiary and Title Team Lead
Northwestern Mutual
01.2014 - 01.2017
- Played a key role in providing accurate and applicable information in response to customer inquiries; processed requested changes such as beneficiary modifications, transfer of ownerships, collateral assignments, and trust changes.
- Offered coaching and support to staff by responding to questions, providing training, and implementation of casework, and telephone audits.
- Resolved issues and complaints by researching and consulting with the appropriate departments and reference materials.
- Collaborated with executive management to ensure appropriate changes were made to improve customer satisfaction; assisted with the development of the call center operations, quality, and training processes.
- Reorganized departmental standard operating procedures and database to accurately reflect current practices; validated and monitored deadlines to daily inquiries.
- Trained and created new procedures, which resulted in increased SLA and the consistency of the intervals: new procedures decreased the abandon percentage rate and customer efforts.
Mentor
Northwestern Mutual
01.2011 - 01.2014
- Coached, mentored and provided constructive criticism to assigned mentees; recognized strengths and growth opportunities as related to telephone techniques and utilizing the tools and resources to handle and document calls.
- Sustained supportive relationships with the staff; provided feedback in a productive manner.
- Finalized divisional audits and reports in a timely manner.
- Supported training and examination for staff work proficiency.
- Created online procedure manual to reduce customer wait time; produced an improved workflow for call center reps to obtain critical information.
Customer Service Rep II
Northwestern Mutual
01.2009 - 01.2011
- Resolved complex questions as related to life insurance material changes, policy loans, policy submissions, term up-grades, and conversions.
- Provided information to financial representatives and field staff regarding status, pending requirements and related general medical questions for the critical underwriting process.
- Composed feedback and completed process changes to exceed customer satisfaction goals.
Service Rep I
Northwestern Mutual
01.2008 - 01.2009
- Provided accurate and appropriate material in response to customer inquiries.
- Addressed customer service inquiries in a timely manner.
Director of Administrative Services
Brotoloc Health Care Systems
01.2005 - 01.2008
- Implemented and sustained company policies and procedures; directed and coordinated processing of employee payroll, financial operations such as accounts receivables and payables.
- Managed human resource duties, including interviewing, background checks, driving record/licenses checks, offer letters, hiring, and new employee training and orientation.
- Handled employee disciplinary reviews, terminations and personnel benefit services.
- Administered employee performance evaluations and changes; assisted in the coordination of capital improvements and implemented various cost cutting initiatives.
- Provide administrative support for regional director, registered nurse and program managers; accountable for administration, coordination, and management of the Southeast Regional Office.
Lead Customer Service Representative
John Hancock FKA Fortis Insurance
01.1988 - 01.2004
- Provided leadership and executed follow-up duties; handled day-to-day procedures.
- Processed policy changes and commission adjustments; answered questions related to long-term care insurance contracts.
- Created procedures and manuals for new department functions to ensure accuracy and consistency; worked with customer care call center.
- Handled high volume of calls in a timely manner; resolved inquiries, issues and complaints.
- Investigated and documented consumer complaints from the State Insurance Department.
- Assumed supervisor role as needed; attended critical meetings.
Education
Coursework - Social Psychology and Human Services
Upper Iowa University
Milwaukee, WISkills
- Product Management
- Process Optimization
- Customer Relations
- Quality Improvement
- Risk Assessment
- Employee Training
- Administrative Services
- Consulting
- Leadership Development
- Project Management
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Harley-Davidson Motor Company
09.2017 - Current
Beneficiary and Title Team Lead
Northwestern Mutual
01.2014 - 01.2017
Mentor
Northwestern Mutual
01.2011 - 01.2014
Customer Service Rep II
Northwestern Mutual
01.2009 - 01.2011
Service Rep I
Northwestern Mutual
01.2008 - 01.2009
Director of Administrative Services
Brotoloc Health Care Systems
01.2005 - 01.2008
Lead Customer Service Representative
John Hancock FKA Fortis Insurance
01.1988 - 01.2004
Coursework - Social Psychology and Human Services
Upper Iowa University