Donna Newman
Goodwater,Al
Summary
Seasoned Customer Service Representation with 15 years’ experience; adapt at problem resolution and efficient support. Skilled in de-escalating conflicts, providing product information, and maintaining high satisfaction levels. Seeking to leverage expertise in a new Customer Service role. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Working Solutions
05.2019 - 01.2024
- Resolve customer issues effectively, ensuring high satisfaction through knowledge and amicable support
- Provide accurate information in response to customer inquiries about products
- Improve overall productivity and service quality by understanding customer needs and delivering exceptional support, employing de-escalation techniques with challenging calls.
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative
Sitel
01.2018 - 05.2019
- Adhered to company protocols by comprehensively executing both oral and written instructions
- Demonstrated effective communication abilities, resolving complex inquires and maintaining high customer service standards via telephone
- Provided personalized assistance, successfully identifying and addressing customer needs and inquiries regarding products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both client and company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Responded to customer calls and emails to answer questions about products and services.
- Documented and detailed calls and complaints using call center's CRM database.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Addressed customer account discrepancies and concerns.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Processed debit and credit card and electronic check payments.
- Met customer call guidelines for service levels, handle time and productivity.
Education
GED -
Barron Collier High School
Naples, FL05.1981
Skills
- Data Collection
- Account Updating
- Complaint Resolution
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Payment Processing
- Scheduling
- Documentation
- Live chat support
- Delivery Scheduling
Timeline
Customer Service Representative
Working Solutions
05.2019 - 01.2024
Customer Service Representative
Sitel
01.2018 - 05.2019
GED -
Barron Collier High School