Donna Solmosy
Farmingville,NY
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
Holtsville, NY
10.2022 - Current
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Identified areas of improvement in customer service processes and suggested changes accordingly.-3
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
Department Assistant
AMAC The Association Of Mature American Citizens
Bohemia, NY
04.2013 - 10.2022
- Handled incoming calls from customers regarding services or products offered by the company.99
- Assisted in training new employees on relevant processes and procedures.
- Managed daily operations, including scheduling meetings and coordinating resources.0
- Managed daily operations, including scheduling meetings and coordinating resources.
- Organized travel arrangements for department personnel.
- Provided administrative support for staff members, such as creating presentations and organizing documents.
- Maintained a filing system for all department-related documents and records.
- Coordinated with other departments to ensure smooth workflow processes.
- Created detailed reports to help track and analyze departmental performance.
- Developed tracking systems to monitor progress on projects and tasks within the department.0
- Resolved customer inquiries in a professional manner.
- Coordinated support to facilitate general office operations.
- Assisted organizational efforts by filing, entering data and answering phones.
- Provided HR administrative assistance to management team.
- Maintained positive working relationship with fellow staff and management.
Medicare Licensed Sales Agent
AMAC The Association Of Mature American Citizens
Bohemia, NY
04.2013 - 10.2022
- Attended meetings with underwriters and brokers to discuss client needs.
- Provided customer service and support to clients with questions about their insurance policies.
- Advocated on behalf of customers to ensure they receive the best possible coverage at the lowest cost.
- Assisted customers in selecting the most appropriate insurance coverage for their needs.
- Kept abreast of changing regulations within the insurance industry.
- Maintained records of all transactions in accordance with company procedures.
- Advised clients on how to maximize their benefits while minimizing costs.
- Explained policy terms and conditions to clients in a clear, concise manner.
- Processed applications for new or renewal policies accurately and timely.
- Resolved any customer complaints promptly and professionally.
- Participated in continuing education courses related to the field of insurance sales.
- Exceeded company sales goals for new policies.
- Upsold products to policyholders and potential new clients.
- Pursued continued professional development through insurance workshops, course and webinars.
- Provided leadership and training for new agents regarding industry best practices and company policies.
Education
High School Diploma -
Sachem High School North
Lake Ronkonkoma, NY06-1984
Social Psychology0*0
Adelphi University
Garden City, NYSkills
- Product Knowledge5
- Product Knowledge
- Scheduling
- Data Entry
- Information Security
- Complaint Resolution
- Data Collection
- Paperwork Processing
- De-Escalation Techniques
- Customer Relations3
- Customer Relations
Timeline
Customer Service Representative
Internal Revenue Service, IRS
10.2022 - Current
Department Assistant
AMAC The Association Of Mature American Citizens
04.2013 - 10.2022
Medicare Licensed Sales Agent
AMAC The Association Of Mature American Citizens
04.2013 - 10.2022
High School Diploma -
Sachem High School North
Social Psychology0*0
Adelphi University