Summary
Overview
Work History
Education
Skills
Timeline
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Donna Villano

Carrboro,NC

Summary

Hands on and highly motivated with excellent education and training for various office work. Professional and articulate with the ability to work well in a diplomatic manner by using outstanding interpersonal skills. Energetic with strong communication skills and the ability to demonstrate good judgment and creativity. Excellent knowledge of the legal terminology and principles. Additionally, well qualified in customer service and proficient in handling complex customer issues for positive customer experiences. Team-oriented mentality with a great dedication to customer service satisfaction. Comfortable while thriving in competitive and fast-paced environments. Team Leadership Scheduling Office Administration Skills.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

UPS
05.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Client Services Coordinator

Banfield Animal Hospital
08.2022 - 06.2023
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Managed department call volume of Number calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Created customer support strategies to increase customer retention.
  • Maintained and managed customer files and databases.
  • Responded to customer calls and emails to answer questions about products and services.
  • Communicated with clients regarding account services, statements, and balances.
  • Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.

Front Desk Coordinator

UNC Healthcare-UNC Physicians Network
09.2021 - 05.2022
  • Scheduled appointments in computer system.
  • Maintained office supplies by taking inventory and submitted orders for low-stock items.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Read and responded to emails, answered telephone calls on multi-line phone system and transferred callers.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Verified patient demographic information, copied documentation and directed to provided information.
  • Coordinated correspondence and scheduling between administration, employees and clients using calendaring software.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Checked-in late-arrival guests, collected payments and verified reservation details to maintain customer satisfaction.

Customer Representative

Villano's Unfamous Marinade
02.2012 - 01.2020
  • Imputed information from customer calls, onsite service visits into the company's IT systems
  • Recommended potential products or services to management by collecting information and analyzing customer needs
  • Performed telephone receptionist duties
  • Answered routine questions from the public and referred clients to the appropriate staff
  • Scheduled appointments and meetings
  • Completed new meeting arrangements
  • Sent and delivered faxes, photocopied files/documents, and prepared and distributed large mailings
  • Lead in streamlining office operations, resulting in a significant increase in efficiency throughout call management, filing operations, and coordination of office meetings
  • Regularly demonstrate excellent interpersonal skills throughout interactions with clients, team members, and management leadership
  • Provided organizational leadership, which increased sales by 17% over two-year period
  • Delivered exceptional level of service to each customer by listening to concerns as well as answering questions.

Manager

Nantucket Café
02.2004 - 05.2013
  • Spearheaded training and development support
  • Actively participated in the training program, which was a management-training tool that was eventually used consistently to develop employee standards
  • Provided cross-functional management leadership for productivity initiatives and operation standards
  • Hired, developed, and evaluated management talent to maintain an adequate team to meet turnover, succession, and growth needs
  • Ensured readiness of top talent as a foundation to support rapid growth
  • Maintained efficiency by delegating activities, monitoring output, and rewarding positive contributions
  • Accomplishments
  • Paralegal Certification - nearing completion.

Education

Associate of Science - Paralegal Technology

Durham Technical Community College
Durham, NC

Associate of Science - Criminal Justice

Durham Technical Community College
Durham, NC
05.2019

Skills

  • Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Customer complaint handling
  • Customer needs assessment
  • Advise Customers
  • Westlaw
  • Typing
  • Computer skills
  • Customer engagement
  • Customer relationship building
  • Acquire new customers
  • Build customer relationships
  • Social media
  • Interpersonal skills
  • Payment Processing
  • Database Maintenance
  • Political Knowledge
  • Administrative Duties
  • Complex Product Knowledge
  • Patient Admission
  • Process Transactions
  • Microsoft Office
  • Reminder Calls
  • Online Systems
  • POS Systems and Ordering Platforms
  • Medical Release of Information (ROI)
  • Sales Documentation
  • Answering Research Questions
  • Outbound Calling
  • Customer Retention Strategies
  • Notary

Timeline

Customer Service Representative

UPS
05.2023 - Current

Client Services Coordinator

Banfield Animal Hospital
08.2022 - 06.2023

Front Desk Coordinator

UNC Healthcare-UNC Physicians Network
09.2021 - 05.2022

Customer Representative

Villano's Unfamous Marinade
02.2012 - 01.2020

Manager

Nantucket Café
02.2004 - 05.2013

Associate of Science - Paralegal Technology

Durham Technical Community College

Associate of Science - Criminal Justice

Durham Technical Community College

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Donna Villano