DONNA RINGENER
Tularosa,NM
Summary
Remote-ready customer service and technical support professional with over 30 years of experience delivering exceptional support across retail, call center, and tech environments. Expertise in troubleshooting, de-escalation, order and billing resolution, documentation and CRM/ticketing workflows ensures adherence to quality, privacy, and compliance standards. Recognized for effective communication, empathy, and swift issue resolution that enhances customer satisfaction and retention. Well-equipped with a dedicated home office and thrives in independent roles within virtual teams.
Overview
13
13
years of professional experience
Work History
Customer & Store Support Associate
Signet Jewelers
01.2019 - 01.2023
- Supported customers in a high-volume retail environment, resolving product, order and service issues with a focus on first-contact resolution.
- Processed transactions and order updates accurately while maintaining a positive, consultative customer experience.
- De-escalated concerns and provided clear next steps, strengthening customer trust and repeat business.
- Collaborated with peers and leaders to improve work flows and reduce customer wait time.
- Onboarded and coached new team members on service standards, policies and customer communication best practices.
Customer Service & Technical Support Representative
Conduent
01.2017 - 01.2019
- Provided customer service and Tier1 technical support via phone/chat/email, troubleshooting account, device, and service issues.
- Documented cases thoroughly in CRM/ticketing systems to support follow-up, trend analysis, and knowledge sharing.
- Applied structured troubleshooting and customer education to reduce repeat contacts and minimize service disruption.
- Contributed to internal guides/knowledge base content to improve consistency and speed of resolutions.
- Worked to meet SLA/quality expectations while maintaining a calm, customer-first approach.
Customer Service Representative
Vertexgroup
01.2013 - 01.2017
- Handled customer inquiries with empathy and professionalism identifying needs and providing accurate solutions and next steps.
- Resolved billing, account and service requests while maintaining detailed documentation for continuity and compliance.
- Partnered with team members to improve workflows and communication standards, helping reduce response time.
- Maintained strong product/service knowledge through ongoing training and policy updates.
Technical Support Representative (Tier1)
Sutherland Global
01.2012 - 01.2013
- Delivered Tier1 technical support, troubleshooting hardware/software and connectivity issues and guiding customers through step-by-step fixes.
- Logged incidents and resolutions accurately to support quality assurance, repeatability, and escalation workflows.
- Created and shared documentation for recurring issues to strengthen the team knowledge base.
- Assisted with onboarding by reinforcing support processes, customer communication, and documentation standards.
Customer Service & Sales Support Representative
ACS Xerox (Medco)
01.2010 - 01.2012
- Supported customers with order tracking prescription mail-order inquiries and billing questions while adhering to HIPAA requirements.
- Investigated and resolved order issues by coordinating with internal teams and communicating clear timelines and outcomes.
- Used multiple systems to document interactions and maintain accurate customer records in a process-driven environment.
- Built rapport with customers through attentive listening, clear explanations and professional service.
Education
Associate of Arts - Criminal Justice
New Mexico State University
Las Cruces, NMAssociate of Arts - Photography
New Mexico State University
Las Cruces, NMSkills
- Returns processing expertise
- Proficient in managing multiple tasks
- Customer service support
- Inventory control
- Facilitating payment transactions
- Hippa compliant
- Placing and tracking orders
- Customer engagement
- POS systems
- Product support
Timeline
Customer & Store Support Associate
Signet Jewelers
01.2019 - 01.2023
Customer Service & Technical Support Representative
Conduent
01.2017 - 01.2019
Customer Service Representative
Vertexgroup
01.2013 - 01.2017
Technical Support Representative (Tier1)
Sutherland Global
01.2012 - 01.2013
Customer Service & Sales Support Representative
ACS Xerox (Medco)
01.2010 - 01.2012
Associate of Arts - Criminal Justice
New Mexico State University
Associate of Arts - Photography
New Mexico State University