Summary
Overview
Work History
Education
Skills
Timeline
Generic

Donnelle Hawkins

Orange

Summary

Dynamic customer service professional with extensive experience at NTTA Call Center, excelling in problem-solving and active listening. Proven ability to enhance customer satisfaction through effective communication and technical support. Skilled in data entry and appointment scheduling, consistently promoting brand loyalty and delivering personalized service to diverse clientele.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

NTTA Call Center
Dallas, TX
03.2024 - 03.2026
  • Assisted customers by resolving inquiries and providing information about services.
  • Handled high-volume calls while maintaining professionalism and empathy in interactions.
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Provided accurate information regarding tolling processes and payment options to enhance customer understanding.
  • Assisted in troubleshooting technical issues related to the NTTA website and mobile app usage.
  • Maintained detailed records of customer interactions to ensure follow-up and resolution tracking.

Customer Care Associate

Iqor
Richardson, TX
08.2020 - 02.2024
  • Provided exceptional customer support through effective communication and problem-solving skills.
  • Assisted customers with inquiries regarding products, services, and account issues.
  • Utilized CRM software to document interactions and track customer feedback efficiently.
  • Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
  • Consistently maintained a high level of professionalism while interacting with customers across diverse industries and backgrounds.
  • Promoted brand loyalty through genuine empathy for customers'' needs and personalized support experiences tailored to individual preferences.

Call Center Agent

NCD Dental
Dallas, TX
09.2018 - 07.2020
  • Managed inbound customer inquiries, ensuring prompt and accurate responses to enhance satisfaction.
  • Collaborated with dental professionals to schedule appointments and coordinate patient care seamlessly.
  • Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.

Education

High School Diploma -

Evolution Academy
Richardson, TX
06-2005

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Account updating
  • Technical support
  • Appointment scheduling
  • Product knowledge
  • Microsoft outlook
  • Microsoft Excel
  • Computer proficiency

Timeline

Customer Service Representative

NTTA Call Center
03.2024 - 03.2026

Customer Care Associate

Iqor
08.2020 - 02.2024

Call Center Agent

NCD Dental
09.2018 - 07.2020

High School Diploma -

Evolution Academy