Summary
Overview
Work History
Education
Skills
Affiliations
Work Availability
Timeline
CustomerServiceRepresentative

Donna O’Connell

Evansville,IN

Summary

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

28
28
years of professional experience

Work History

Customer Service Representative

Vectren/CenterPoint Energy
01.2020 - 05.2023
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and set payment arrangements to those needing assistance to pay their bills.
  • Performed soft credit checks for customers wanting to start new service to verify their Identification and scheduled service orders for customers
  • Had the highest Quality score YTD on my team of 22 representatives
  • Had the highest YTD score on my team for VOC, Voice of Customer which was done by survey which asked "Would you hire this representative."

Licensed Insurance Representative

Transamerica Life Insurance Company
08.2015 - 01.2020
  • Calculated quotes and educated potential clients on insurance options.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Developed sales leads from direct referrals, networking and targeted marketing campaigns.
  • Obtained underwriting approval by completing application for coverage.
  • Tracked progress of all outstanding insurance claims.
  • Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals.
  • Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Maintained high standards of customer service by building relationships with clients.
  • Utilized CRM software to manage client relationships.
  • Approached potential clients by using direct marketing mailings and phone contacts.
  • Developed and implemented marketing strategies to boost sales and increase customer base.

Master Control Operator/News Production

WEVV
09.1995 - 06.2015
  • Ran commercials during newscasts, sports programs and network shows.
  • Identified equipment issues and implemented troubleshooting techniques for resolution.
  • Monitored channels for compliance with federal regulations and strict company rules.
  • Performed quality control duties for on air content during newscasts.
  • Troubleshot issues with broadcast systems to resolve problems quickly to minimize downtime.
  • Kept signal strong, clear, and reliable with continuous monitoring and optimization of broadcast equipment.
  • Coordinated with engineers and producers to ensure effective operation of broadcast systems.
  • Adjusted controls on station console to regulate transmission fidelity, contrast, and brightness.
  • Evaluated program schedules and prepared programs to assess transmission readiness and identify any signal issues.
  • Selected sources from which programming would be received or through which programming would be transmitted.
  • Skilled at working independently and collaboratively in team environment.
  • Self-motivated, with strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in team setting, providing support and guidance.
  • Managed time efficiently in order to complete all tasks within deadlines.

Education

Some College (No Degree) - Radio And Television Broadcasting

Bauder College

Skills

  • Active Listening
  • Account Management
  • Customer Relations
  • Order Processing
  • Problem-Solving Ability
  • Professional Telephone Demeanor
  • Refund Processing
  • Conflict Resolution
  • Computer Proficiency

Affiliations

I was previously a trustee for the Indiana Business & Professional Women Foundation. I am an active member of our local chapter where previously I was secretary for 3 years. I am a member of our Scholarship committee and also received the 2023 Woman of the Year Award for the local Business & Professional Women of Indiana.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Representative

Vectren/CenterPoint Energy
01.2020 - 05.2023

Licensed Insurance Representative

Transamerica Life Insurance Company
08.2015 - 01.2020

Master Control Operator/News Production

WEVV
09.1995 - 06.2015

Some College (No Degree) - Radio And Television Broadcasting

Bauder College

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Donna O’Connell