Summary
Overview
Work History
Education
Skills
Timeline
Generic

Donna Sorrentino

Palm Bay,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience all type of industries. Over 30 years of experience.. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Customer Care Representative

Radial
11.2012 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Navigated multiple computer systems and applications to find information.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Logged call information and solutions provided into internal database.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
  • Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Sought ways to improve processes and services provided.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rat
  • Created and maintained detailed database to develop promotional sales.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product line.

Customer Care Manager

VX Engineering
09.2012 - 10.2012
  • Implemented effective quality control measures to minimize errors and ensure high standards of service.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Created customer support strategies to increase customer retention.
  • Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
  • Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Established positive relationships with clients, leading to increased customer loyalty and retention.
  • Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
  • Established performance and service goals and held associates accountable for individual performance.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Mentored new hires, fostering growth and professional development within the team.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.

Education

High School Diploma -

Wellesley Sr High School
Wellesley, MA

Nursing

Brevard Community College
Palm Bay, FL

Skills

  • Customer Service
  • Inbound Customer Service
  • Call center experience
  • Went to Nursing School
  • Was a Dental Assistant
  • Worked for Cataldo Ambulance
  • Worked for Tufts Health Insurance

Timeline

Customer Care Representative

Radial
11.2012 - Current

Customer Care Manager

VX Engineering
09.2012 - 10.2012

High School Diploma -

Wellesley Sr High School

Nursing

Brevard Community College

Similar Profiles

CREATE PROFILE
Donna Sorrentino