Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Donya Joelle Massey

Union,SC

Summary

Dynamic Senior Customer Service Representative with 1st Franklin Financial, recognized for enhancing customer satisfaction through effective complaint resolution and relationship building. Proven ability to train staff and manage accounts while maintaining confidentiality. Demonstrated analytical skills and a calm demeanor under pressure, ensuring seamless service delivery and fostering long-term client loyalty. Ability to run office alone from opening, servicing customers, doing daily reports/financials, creating and cutting invoices/checks. Open to learning new things, adapts quickly to change, and always ready to help when needed. Embraces and learns from constructive criticism. Stays organized, motivated, open minded to provide customer with best and most accurate experience.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Customer Service Representative

1st Franklin Financial
09.2015 - Current
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Trained and directed new employees in conflict resolution, collections, taking applications, closing and funding loans, proper phone etiquette, and how to quickly and accurately service customers from answering questions, looking up account information, taking payments, etc. to boost customer satisfaction ratings.
  • Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
  • Educated customers about billing, payment processing and support policies.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Pulled, analyzed, and filed daily reports and branch financial documents, paid branch bills, did daily branch/individual cash and check deposits, sucessfully ran a cash drawer, created invoices/vouchers to pay office vendors/customers.
  • File all office insurance claims, updating branch logs, filing all required documents, and doing daily follow ups with the customer and insurance company.
  • Complete customer loan requests from application, to analyzing credit report, creating loan structures, making approval decision, formatting loan documents, closing with customer, and funding proceeds check.
  • Exhibited high energy and professionalism when dealing with customers and coworkers.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided backup support for organizational leadership and office departments.
  • Responded proactively and positively to rapid change.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.

Education

High School Diploma -

Union High School
Union, SC

Skills

  • Complaint resolution
  • Quality assurance
  • Staff training
  • Account management
  • Debit card, cash, and check payment processing
  • Computer skills
  • Relationship building
  • Customer data confidentiality
  • Calm and professional under pressure
  • Customer account updating and management
  • Administrative and office support
  • Negotiation techniques
  • Team player
  • Excellent communicator & multi-tasker
  • Analytical and critical thinking
  • Attention to detail
  • Team Player and Self Motivated

Certification

  • United Motor Club License -4 years
  • Insurance License (disability, property, life) -12 years
  • Notary -9 years
  • Certified Company NED Trainer - 8 years

Timeline

Senior Customer Service Representative

1st Franklin Financial
09.2015 - Current

High School Diploma -

Union High School

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Donya Joelle Massey