Donna Smith
Dallas,GA
Summary
I enjoy working in a team environment that will further allow me to grow both personally as well as professionally. I am self-motivated and able to work both independently and as collaborative team member. I have a history managing large amounts of inbound calls and sustaining satisfactory relationships with customers. My skills with CRM systems paired with outstanding active listening and multitasking abilities brings top-notch skills in oral and written communication, active listening and analytical problem-solving skills. I strive to enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Rural Carrier Associate
United States Post Office
01.2023 - 08.2023
- Met performance targets consistently through hard work and efficient handling of each stop.
- Followed strict package safety standards to protect customers and team members.
- Distributed parcels and letters across 35-mile daily route of homes and businesses.
- Obtained signatures for registered, certified and insured mail.
- Scanned labels on letters or parcels to confirm receipt.
- Used road maps or GPS to verify routes and designated addresses.
- Organized mail ahead of delivery runs for correct routing
- Distributed items on time and to correct locations for punctual, professional mail services
Cell Site Technician
AT&T Mobility
01.1998 - 04.2018
- Installed transmission lines, antennas, cabling, braces and supports to promote communications operations.
- Used hand and power tools to perform maintenance and troubleshooting duties.
- Checked equipment with reported issues to determine safety, evaluate performance and identify root causes of problems.
- Managed maintenance and repairs for assigned towers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Technical Support Specialist
BellSouth Mobility
01.1993 - 12.1997
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Updated and processed programming changes, equipment upgrades and customer and billing information.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Resolved 100 technical support inquiries per day
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
Customer Service Representative
BellSouth Mobility
03.1991 - 01.1993
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Accounts Payable Specialist
Bellsouth
04.1988 - 03.1991
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
- Reached out to vendors and customers to verify information and follow up on client issues.
- Prepared month-end closing entries for detailed reporting and recordkeeping.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Oversaw bookkeeping and accounting systems and entered data into systems accurately.
- Produced month-end closing reports and provided actionable suggestions on remittance for quick resolution.
Payroll Specialist
Bellsouth
09.1984 - 04.1988
- Resolved payroll discrepancies quickly and successfully.
- Provided customer service to employees regarding payroll inquiries and issues.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Maintained strict confidentiality of all payroll information and records.
- Collaborated with human resources, accounting and other departments to confirm payroll accuracy.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
- Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
- Confirmed compliance with all applicable federal, state and local payroll laws and regulations.
- Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
- Managed payroll data entry and processing for [Number] employees to comply with predetermined company guidelines.
- Reviewed time records for [Number] employees to verify accuracy of information.
- Completed payroll accurately and timely to meet employee expectations.
- Performed data entry tasks and maintained accurate records of employee payroll information.
- Calculated wages, deductions and bonuses in accordance with company policies.
Education
Certificate in Accounting -
Chattahoochee Technical College
06.1980
High school diploma -
South Cobb High School
06.1979
Skills
- Excel
- Payroll Processing
- Accounts Payable
- Organizational skills
- Customer service
- Communication skills
- Administrative experience
- Cash handling
- Team Collaboration
- MS Office Proficiency
- Customer Support
- Inbound and Outbound Calling
- Project Management
- Professional Relationships
- Customer Experience
Certification
FCC License
Timeline
Rural Carrier Associate
United States Post Office
01.2023 - 08.2023
Cell Site Technician
AT&T Mobility
01.1998 - 04.2018
Technical Support Specialist
BellSouth Mobility
01.1993 - 12.1997
Customer Service Representative
BellSouth Mobility
03.1991 - 01.1993
Accounts Payable Specialist
Bellsouth
04.1988 - 03.1991
Payroll Specialist
Bellsouth
09.1984 - 04.1988
Certificate in Accounting -
Chattahoochee Technical College
High school diploma -
South Cobb High School