Donny M. Stubbs Jr.
Milwaukee,WI
Summary
Proven track record in enhancing client relationships and operational efficiency, notably at H&R Block. Skilled in client needs assessment and problem-solving, I've driven significant improvements in client satisfaction and service delivery. My expertise in compliance adherence and attention to detail has fostered a culture of excellence and continuous improvement.
Overview
20
20
years of professional experience
Work History
Client Service Professional
H&R Block
12.2014 - Current
- Enhanced client solutions through collaboration with cross-functional teams.
- Designed customized approaches to address specific client goals, resulting in outstanding performance.
- Boosted operational efficiency in servicing client accounts through streamlined internal procedures.
- Established and maintained solid rapport with clients, leading to heightened trust and enduring partnerships.
- Enhanced client satisfaction through prompt resolution of service issues.
- Handled customer concerns promptly and professionally via phone, email, and face-to-face interactions.
- Ensured precise record-keeping by diligently inputting new client data into the computer system every day.
Senior Reservationist
National Express LLC Formerly Transit Express
06.2017 - 11.2023
- Developed strong relationships with clients, leading to repeat business and positive referrals.
- Managed high-volume call center for optimal performance, ensuring timely responses to all reservation requests.
- Assisted guests with special requests or accommodations needs during the booking process, demonstrating commitment to personalized service excellence.
- Implemented quality control measures to ensure accuracy in reservations data entry and reporting.
- Provided exceptional guest service by addressing concerns promptly and professionally, leading to positive online reviews.
- Trained new reservation agents, improving overall team performance and productivity.
Subject Matter Expert
IBM
04.2004 - 10.2010
- Ensured precise record-keeping by diligently inputting new client data into the computer system every day.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
Education
No Degree - Business Administration
Southern Illinois University Carbondale
Carbondale, ILSkills
- Client Relationships
- Client Needs Assessment
- Effective negotiation
- Compliance adherence
- Administrative tasks
- Call center experience
- Outbound Calling
- Client Relations
- Complaint Handling
- Payment Processing
- Customer Service
- Problem-Solving
- Attention to Detail
Timeline
Senior Reservationist
National Express LLC Formerly Transit Express
06.2017 - 11.2023
Client Service Professional
H&R Block
12.2014 - Current
Subject Matter Expert
IBM
04.2004 - 10.2010
No Degree - Business Administration
Southern Illinois University Carbondale
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