Donna Mayo
Summary
Dedicated professional with a proven track record in superb customer service and lead generation, in a remote call center environment. Enhanced customer experience by employing service oriented behavior's, understanding customer desires, and providing customized solutions to build loyalty. Achieved significant performance goals by leveraging problem-solving skills and a professional telephone demeanor, contributing to the success and growth of the company.
Overview
13
13
years of professional experience
Work History
Customer Service Representative/Lead Generator
Leadwaves
01.2019 - 09.2024
- Made average of 300+ outbound calls per day working remotely through companies CRM system calling veterans to gain an interest for information on refinancing home mortgages.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Consistently met or exceeded performance goals, contributing to the overall success of the company
- Delivered exceptional customer service to every customer by utilizing active listening and analytical skills, in addition to maintaining extensive industry knowledge to provide informed recommendations based on individual needs.
Lead Generator
Alliance Home Loans
08.2014 - 12.2019
- Generated leads for mortgage lenders through the companies CRM system, calling home owners who recently inquired about a home mortgage product.
- Overcame objections to obtain a second quote by using friendly, persuasive strategies.
- Documented customer interactions, maintaining accurate records of all dealings.
- Developed extensive knowledge of the mortgage industry to better assist customers.
- Utilized exceptional communication skills to effectively verify the need and credit worthiness, increasing the quality of leads transferred.
Support Specialist
Televerde
02.2012 - 07.2014
- Contacted and nurtured top level executives of Fortune 500 companies regarding the companies software structure to determine any potential enhancement needs.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions offered by SAP.
- Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
Education
Associate of Applied Science - Business Administration And Management
Maricopa Community Colleges, Rio Salado Community College
Tempe, AZ01-2026
Skills
- Adaptability in Dynamic Environments
- Client Relationship Optimization
- Remote Customer Service Expertise
- Engaged Listening Skills
- Analytical Problem-Solving
- Clear Communication Skills
- Account Relationship Development
- Professional Phone Etiquette
Timeline
Customer Service Representative/Lead Generator
Leadwaves
01.2019 - 09.2024
Lead Generator
Alliance Home Loans
08.2014 - 12.2019
Support Specialist
Televerde
02.2012 - 07.2014
Associate of Applied Science - Business Administration And Management
Maricopa Community Colleges, Rio Salado Community College
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