Donta Whitsett
Philadelphia,PA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
ABC Medical Supply
07.2021 - 10.2024
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Engagement Representative
Freedom Mortgage Corporation
04.2017 - 06.2021
- Implemented feedback-driven improvements for an enhanced customer experience.
- Assisted with sales initiatives by offering relevant information about products and services based on each individual''s needs.
- Managed a high volume of inbound calls to provide timely assistance for customers'' needs.
- Trained new team members on company policies, procedures, and best practices in customer engagement.
- Delivered exceptional service for increased customer loyalty and repeat business.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Collection Customer Service Representative
NCO Financial Systems
02.2010 - 02.2017
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Conducted thorough investigations of disputed charges, ensuring accurate billing information was provided to customers while maintaining strict adherence to company policies.
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
- Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
Customer Service Representative
DHS Worldwide
08.2005 - 01.2010
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Northeast High School
Philadelphia, Pennsylvania06-1998
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Conflict Resolution
- Complaint Handling
- Payment Processing
- Professional telephone demeanor
- Order Processing
- De-Escalation Techniques
- Technical Support
Timeline
Customer Service Representative
ABC Medical Supply
07.2021 - 10.2024
Customer Engagement Representative
Freedom Mortgage Corporation
04.2017 - 06.2021
Collection Customer Service Representative
NCO Financial Systems
02.2010 - 02.2017
Customer Service Representative
DHS Worldwide
08.2005 - 01.2010
High School Diploma -
Northeast High School
Similar Profiles
John StuttsJohn Stutts
Customer Care Representative at ABC Medical SupplyCustomer Care Representative at ABC Medical Supply
Clyde HaynesClyde Haynes
Class A Delivery Driver at ABC Supply Co. Inc.Class A Delivery Driver at ABC Supply Co. Inc.
Cody SipeCody Sipe
Inside Sales Associate at ABC SupplyInside Sales Associate at ABC Supply