Donney Coburn
St Pete,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Tech industry. 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 by following up with clients. 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 Service Lead
MYST MMXX LLC
08.2020 - Current
- Sought out new clients and developed client relationships through networking and direct referrals,
- Manage all customer orders by working with internal and external designers to ensure customers vision is met with their custom order
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Manage all customer complaints, map out resolution processes for complex issues and follow up until issue is resolved to customer satisfaction.
- Work with 3rd Party vendors to build white label product lines to sell through company
- Manage company meetings to ensure all high priority concerns were addressed as well as brainstorm ideas on how to address said concerns
- Travel to production facilities when needed to preform quality control audits on items produced in facility as well as audit raw materials left with facility and negotiate prices on said production
- Create invoices and all external clients and following up to settle payments when necessary
- Manage external production facility relations but submitting orders, creating technical specifications, getting updates on orders submitted as well as quality control audit requests
- Train employees on safety procedures in internal production facilities
- Manage team of designers and ensure all deliverables are being met on time to meet client/ customer needs
- Worked independently with minimal supervision.
- Built relationships with customers and community to promote long term business growth.
Service Level III
Apple Inc
08.2011 - 08.2021
- Establish priorities based on the overall business plans and make sure these priorities are cleared defined and executed by team
- Trained and mentored new sales representatives.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Developed and delivered engaging sales presentations to convey product benefits.
- Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Expanded customer base and boosted profit within product line.
- Resolve customer complains and concerns with strong verbal and negotiation skills
- Provide third level support for Consumer and Business insurances policies
- Handle complex sensitive service on support issues with business clients and consumers
- Provide holistic coaching to employees to focus on workplace behavioral improvements
- Provide an excellent, personalized shopping experience for customers with business and personal needs
- Develop rapport with customer to present the best product for their needs and following up to ensure satisfaction
- Exceeds quarterly solution goals and business sales 5 years in a row
- Negotiated collective bargaining agreements.
- Handled calls promptly and with courteous professionalism.
- Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
Education
Associate of Applied Science - Fashion Design and Jewelry Design
- -
Academy of Art University
San Francisco, CA- -
Port Angeles High Schoo
2007
Skills
- Inter-Departmental Coordination
- Equipment Testing and Repair
- Environment Monitoring
- Decision-Making
- Interpersonal Communication
- Inside and Outside Sales
- Post-Sales Support
- Customer Retention Abilities
- Upselling Techniques
- Customer Relations
- Client Development and Retention
- Credit and Debt Card Processing
- Account Follow-Up
Timeline
Customer Service Lead
MYST MMXX LLC
08.2020 - Current
Service Level III
Apple Inc
08.2011 - 08.2021
Associate of Applied Science - Fashion Design and Jewelry Design
- -
Academy of Art University
- -
Port Angeles High Schoo
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