Summary
Overview
Work History
Education
Skills
Timeline
Generic

Donna Ozuna

Kansas City,KS

Summary

Dynamic customer service professional with extensive experience at U-Haul International, excelling in problem resolution and customer relations. Proven ability to enhance service delivery through active listening and effective communication, resulting in improved customer satisfaction. Proficient in CRM systems and detail-oriented data entry, consistently achieving positive outcomes in high-pressure environments.

Overview

18
18
years of professional experience

Work History

Customer Service Representative/Secreterial

Professional Business Services LLC.
05.2016 - Current
  • Assisted customers with inquiries, providing accurate information and support.
  • Resolved customer complaints through effective communication and problem-solving techniques.
  • Utilized CRM software to track customer interactions and maintain records efficiently.
  • Collaborated with team members to ensure high-quality service delivery and customer satisfaction.
  • Learned company policies and procedures to provide consistent support to customers.
  • Followed up on customer feedback to improve service processes and overall experience.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Coordinated patient scheduling, ensuring efficient appointment management and minimal wait times.
  • Collaborated with healthcare providers to ensure seamless communication regarding patient care plans and inquiries.
  • Responded to correspondence from insurance companies to verify patient's coverage.
  • Managed a high volume of inbound calls while accurately documenting interactions in the company database.
  • Delivered outstanding service under pressure during high-call-volume periods without compromising quality or efficiency standards.
  • Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.

Customer Service Representative

U-Haul International
04.2007 - 04.2016
  • Resolved customer inquiries through effective communication and problem-solving strategies.
  • Managed high-volume calls, ensuring timely response to customer needs.
  • Documented customer interactions in CRM systems for accurate record-keeping.
  • Collaborated with team members to enhance service delivery and operational efficiency.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Product Knowledge
  • Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.

Education

Associate of Science - Secreterial Science

Kansas City Kansas Community College
Kansas City, KS

Skills

  • Service excellence
  • Proficient in active listening
  • Logical evaluation
  • Detail-oriented data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Microsoft Excel
  • Professional telephone demeanor
  • Product knowledge

Timeline

Customer Service Representative/Secreterial

Professional Business Services LLC.
05.2016 - Current

Customer Service Representative

U-Haul International
04.2007 - 04.2016

Associate of Science - Secreterial Science

Kansas City Kansas Community College

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