Donna Weston
Oak Grove,KY
Summary
Experienced Independent Contractor Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to client success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Proven track record of successfully managing independent contractor assignments concurrently in various industries meeting deadlines and client satisfaction. Possessing excellent communication skills while interacting effectively at all levels.
Overview
17
17
years of professional experience
Work History
Health Care Customer Service Representative
Independent Contractor - Self Employed
2018.06 - 2024.09
- Assisted over 40 clients daily in understanding their Medicaid benefits, explaining complex regulations and policies with clarity.
- Demonstrated excellent customer service skills while assisting diverse populations with various needs related to Medicaid benefits.
- Resolved discrepancies in member accounts by conducting thorough research and applying appropriate corrective actions as necessary.
- Handled sensitive client information with discretion, adhering to HIPAA privacy regulations at all times.
- Used data entry skills to accurately document and input statements.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
CSR Coach/Team Leader
Toys"R"Us
2016.01 - 2018.05
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Cross-trained and backed up 10 other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Monitor team of 20 performance and report on metrics
- Discover training needs and provide coaching
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
Customer Service/Chat Representative
Toys"R"Us
2015.10 - 2016.01
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of 35 plus customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call and chat guidelines for service levels, handle time and productivity.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Manage approximately 25 incoming calls and 30 chats per day from customers
- Adapted communication style according to individual customer preferences, creating a tailored support experience.
- Increased first-contact resolutions by carefully reviewing customer history before engaging in conversation.
Tech Support Case Manager
Asurion
2011.06 - 2015.09
- Developed a reputation for swift response times to urgent issues, contributing to positive client relationships.
- Implemented proactive solutions to prevent recurring issues, reducing overall support tickets and improving user experience.
- Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
- Handling case assignments, draft service plans, review case progress and determine case closure
- Troubleshooting Television/ Satellite functions
- Assist with billing and payments
- Promote Warranty program
- The ability to navigate between 7 plus programs
- Setting up service call
- Utilize proprietary and non-proprietary software to dispatch, track, and follow up on roadside service calls for clients.
- Escalates issues as needed to the appropriate individuals or departments.
Health Care Aide
Private In Home Care
2007.11 - 2013.01
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting 3 patients.
- Adapted quickly to changing patient conditions, adjusting care strategies accordingly for optimal results.
- Transported patients via wheelchair to and from rehabilitation and daily activities.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Kept accurate records of patients' care, condition, and progress.
- Administered up to 10 medication as prescribed by healthcare professionals, ensuring adherence to schedules and dosages.
- Utilized problem-solving skills when faced with unexpected situations or emergencies within the healthcare setting.
- Maintained accurate records of patient care, progress, and concerns for optimal health outcomes.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels 2 times a day.
Education
Associate of Applied Science -
Miller-Motte Technical College - Clarksville
Clarksville, TN10.2008
Skills
- Excellent Communication
- Customer Service
- Problem-Solving
- Friendly, Positive Attitude
- Computer Skills
- Multitasking Abilities
- Attention to Detail
- Dependable and Responsible
- Active Listening
- Decision-Making
- Data Entry
Timeline
Health Care Customer Service Representative
Independent Contractor - Self Employed
2018.06 - 2024.09
CSR Coach/Team Leader
Toys"R"Us
2016.01 - 2018.05
Customer Service/Chat Representative
Toys"R"Us
2015.10 - 2016.01
Tech Support Case Manager
Asurion
2011.06 - 2015.09
Health Care Aide
Private In Home Care
2007.11 - 2013.01
Associate of Applied Science -
Miller-Motte Technical College - Clarksville
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