Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
BusinessDevelopmentManager
Heather Donahue

Heather Donahue

Taylorsville,NC

Summary

Highly-motivated employee with desire to take on new challenges. Committed to meeting company needs. Skilled in working under pressure. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at problem solving and working effectively unsupervised and quickly mastering new skills.

Overview

15
15
years of professional experience

Work History

Office Assistant

Rock Ten
Conover, NC
11.2010 - 12.2010
  • Performed data entry tasks into various computer systems accurately and efficiently.
  • Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
  • Operated photocopiers and scanners, facsimile machines and company computers.

Customer Service Representative

Convergys
Hickory, NC
10.2008 - 02.2009
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls providing frontline customer support or assistance with product and service transactions.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.

Credit Collections Specialist

Compu Credit
Wilkesboro, NC
10.2007 - 07.2008
  • Ensured compliance with all applicable laws governing credit collections activities.
  • Performed follow-up actions such as making additional phone calls when necessary.
  • Participated in weekly meetings with management team to discuss collection progress and performance metrics.
  • Researched delinquent accounts to identify key contact details, current phone numbers and email addresses.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Notified customers of delinquent accounts (2 to 6 month past due) with attempt to collect outstanding amounts.
  • Processed payments over phone and set up recurring bank drafts.
  • Completed skip traces on customers failing respond to collection efforts.
  • Initiated collection calls to past-due customers in accordance with company policy.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Negotiated payment plan options, added special programs to qualifying customers accounts with no interest, and removed or waived up to 3 late fees on their accounts.

Upholstery Cutter/Upholsterer/Customer Repairs

Bassett Furniture
Hiddenite, North Carolina
08.1999 - 10.2001
  • Operated cutting tools and machines to cut, shape, and trim material such as cloth, leather, rubber, foam, and plastic.
  • Lifted heavy rolls of material onto cutting tables for processing.
  • Replaced dull or broken blades in accordance with safety protocols.
  • Assisted in training new employees on the use of cutting machines and related equipment.
  • Measured workpieces with straightedges or templates to conform with specifications.
  • Applied padding materials to backs and arms of chairs and sofas prior to covering them with fabric.
  • Recovered furniture inbacks, inarms, and outarms with fabric or leather using a staple gun.
  • Checked outgoing orders for accuracy against invoices and customer specifications.

Banquet Coordinator/Cashier/Waitress

Hidden Crystal Restaurant
Hiddenite, North Carolina
02.1996 - 10.1999
  • Was responsible for Banquet Functions (weddings, parties, conferences, etc.) including set up of the room, serving food, supervising and training Banquet staff, and overall customer satisfaction.
  • Provided exceptional customer service to ensure client satisfaction with all aspects of the event.
  • Supervised setup and breakdown operations at venues prior to and after events; ensured that all areas were properly cleaned.
  • Coordinated with employees to arrange tables, chairs and other equipment needed for functions.
  • Checked with customers to ensure that they were enjoying their meals and took action to correct any problems.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Issued receipts, refunds, credits or change due to customers.
  • Assisted customers over the phone regarding store operations, product information and order placement.
  • Maintained cleanliness of checkout area, waitress station, dining rooms, refrigerators and floors.

Education

High School Diploma -

Alexander Central High School
Taylorsville, NC
06-1992

Business Management

Wilkes Community College
Wilkesboro, NC

Skills

  • Customer Service
  • Call Handling
  • Event Preparation
  • Verbal Communication
  • Technical Support
  • Resourceful
  • Payment Processing

Accomplishments

  • Top Collector Award for credit collection performance in 2008
  • Second place winner twice in Bracket Racing Competition at Wilkesboro Raceway Park in 2009

References

References available upon request.

Timeline

Office Assistant

Rock Ten
11.2010 - 12.2010

Customer Service Representative

Convergys
10.2008 - 02.2009

Credit Collections Specialist

Compu Credit
10.2007 - 07.2008

Upholstery Cutter/Upholsterer/Customer Repairs

Bassett Furniture
08.1999 - 10.2001

Banquet Coordinator/Cashier/Waitress

Hidden Crystal Restaurant
02.1996 - 10.1999

High School Diploma -

Alexander Central High School

Business Management

Wilkes Community College

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Heather Donahue