Donyell Claybon
Indianapolis,In
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
PPMSI
Campbell, CA
01.2025 - Current
- Answers member and provider telephone calls within performance standards, following departmental procedures.
- Coordinates resolution of member issues with Claims department.
- Researches and responds to caller's questions and concern received via telephone and mail and on-line.
- Maintain good Quality and Metrics
- Research claims, authorization and appeals needed for members and Providers.
- Coordinates resolution of provider issues with Network Management, Medical Management and Claims departments.
Operations Assistant Manager
Lowes
Indianapolis, In
09.2020 - 01.2024
- Manage and improve call center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
- Establish a high standard for productivity, quality (S.M.A.R.T), customer service as well as define user guidelines.
- Hire, coach and provide training to personnel to maintain high customer service standards.
- Able to maintain in a exceeds level of production for years 2021 and 2022.
- Prepare reports for upper management.
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Expertise in Sterling, Sterling Management, Salesforce Customer, knowledge, MRV and MRV Showroom
- Help maintain and train a team of high producers to be used as future step-up leaders.
- Resolve customer escalation calls and resolve Cep’s concerns.
- Work together with top management staff concerning work/operational issues and other activities (Communications Team).
- Serve as a guide to fresh employees so as to make sure they adhere to company rules and that the results of their various task meet company needs.
Customer Care
Lowes
Indianapolis, In
05.2015 - 09.2020
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback (IS)
- Compile and print reports on overall customer satisfaction (IS)
- Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction (IS)
- Serving as an escalation point for customers by analyzing each case independently based on the facts available (Pro)
- Using established policies and procedures to meet customer needs while interacting with customers through any channel by which the customer may choose to engage Lowe’s (Pro)
- Serve in expert capacity for team, providing efficient resolution of member issues (CC)
- Demonstrated ability to provide first call resolution (CC)
- Expertise in Sterling, Sterling Management, Seibel and Genesis
- Assisted in writing Training Manual for Quality Assurance Team
- Mentor of Training Classes
- 2 Care Associates Classes
- 1 Sales associate Class
- Team Support
- Quality Assurance Reinvention Team
- Black History Month Planning Team
- Created Black History T-Shirts
- Help Create Activities
- Voice Team
Education
High School Diploma -
J Everett Light Career Center
Indianapolis, IN2011
Skills
- Proficiency in Microsoft Office programs; MS Word, MS Excel, MS PowerPoint, MS Outlook and MS Access,
- AS400,
- Imagenet,
- Office Ally
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Microsoft Excel
- Conflict resolution
- Microsoft outlook
- Call management
Timeline
Customer Service Representative
PPMSI
01.2025 - Current
Operations Assistant Manager
Lowes
09.2020 - 01.2024
Customer Care
Lowes
05.2015 - 09.2020
High School Diploma -
J Everett Light Career Center