Summary
Overview
Work History
Skills
Certification
Timeline
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Donna Napoli

Las Vegas

Summary

I'm a dynamic, solution-oriented phone professional with over 10 years of experience delivering top-tier service in fast-paced environments. I thrive on helping people, turning tough conversations into positive outcomes, and making sure every customer feels heard and helped. Whether I’m handling 100+ calls a day, solving issues on the fly, or guiding someone through a financial crisis, I bring empathy, energy, and results to every interaction. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Customer Service Representative

DMCS
Remote/Baltimore
04.2023 - 12.2024
  • Supported borrowers with defaulted student loans by calmly guiding them through high-stress situations, offering clear information and compassionate assistance every step of the way
  • Handled over 70 calls a day with compassion, speed, and professionalism
  • Earned FSA Public Trust Clearance to work with sensitive federal data
  • Took pride in de-escalating difficult calls and finding real solutions

Sales & Customer Service Associate (Independent Contractor)

DR-TV
06.2020 - 04.2023
  • Took live calls for TV sales campaigns, processed orders, and upsold extras with confidence
  • Listened carefully to match people with the right product and solve their issues
  • Handled heavy call volume and always kept my energy positive and focused

Assistant Property Manager & Bookkeeper

LSI Property Management
Las Vegas
06.2018 - 04.2019
  • Managed tenant calls, leasing support, and daily office tasks
  • Used AppFolio & QuickBooks to stay organized and accurate with records and maintenance requests
  • Always aimed to solve problems quickly and keep things running smoothly

Security Officer & Guest Services

Eastside Cannery / Jokers Wild Casino
Las Vegas & Henderson
01.2012 - 01.2018
  • Kept the property safe while being the friendly face guests could count on
  • Handled emergencies, helped guests, and worked with law enforcement when needed

Maintenance Coordinator / CSR

American Homes
Las Vegas
01.2014 - 12.2017
  • Took tenant calls and coordinated repairs with vendors from start to finish
  • Scheduled jobs, entered work orders in Yardi, and kept communication flowing between everyone involved
  • Kept calm under pressure and made sure residents felt taken care of

Retail Manager / Customer Service Pro

Sinclair
Las Vegas
03.1999 - 01.2006
  • Opened and ran a new store, hired and trained staff, and kept daily operations on track
  • Handled payroll, inventory, and customer issues while making sure we delivered great service every day

Skills

  • Handling High-Volume Calls with Confidence
  • Upselling & Customer Retention
  • Staying Calm Under Pressure
  • CRM Tools: Yardi, AppFolio, QuickBooks
  • Scheduling & Vendor Coordination
  • Microsoft Office & Excel
  • Property Management Support
  • Customer service
  • Data entry
  • Call handling
  • Conflict resolution
  • Sales processing
  • Time management
  • Effective communication
  • Attention to detail
  • Active listening
  • Stress management
  • Escalation management

Certification

  • CPR, AED, and First Aid Certified
  • Food Handler Certification

Timeline

Customer Service Representative

DMCS
04.2023 - 12.2024

Sales & Customer Service Associate (Independent Contractor)

DR-TV
06.2020 - 04.2023

Assistant Property Manager & Bookkeeper

LSI Property Management
06.2018 - 04.2019

Maintenance Coordinator / CSR

American Homes
01.2014 - 12.2017

Security Officer & Guest Services

Eastside Cannery / Jokers Wild Casino
01.2012 - 01.2018

Retail Manager / Customer Service Pro

Sinclair
03.1999 - 01.2006

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Donna Napoli