Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jillene Donawa

Baytown

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices, and adapt at exploring different solutions to address customer needs effectively.

Overview

14
14
years of professional experience

Work History

Healthcare Customer Service Representative

Alorica
Irvine
10.2024 - 01.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates, and positive feedback from clients.
  • Assisted patients with inquiries regarding health services and insurance options.
  • Maintained confidentiality of patient records in compliance with regulations.
  • Collected payments from customers and entered them into the billing system accurately.
  • Managed customer inquiries through telephone and email.

Receptionist/Customer Service Representative

Floor & Decor
Mont Belvieu
04.2024 - 05.2024
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept the reception area clean and neat to give visitors a positive first impression.
  • Resolved customer problems and complaints.
  • Responded to inquiries from callers seeking information.
  • Answered central telephone system and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.

Home Retention Specialist

Ocwen
Christiansted
04.2018 - 09.2019
  • Educated homeowners on available resources and options for maintaining their homes during periods of financial hardship.
  • Managed a high volume of inbound calls, typically between 30-45 a day. While addressing client inquiries regarding mortgage payment options and foreclosure prevention strategies.
  • Identified potential risks associated with troubled loans early in the process by diligently reviewing account histories.
  • Negotiated favorable repayment terms with lenders on behalf of struggling homeowners, enabling them to avoid foreclosure proceedings.
  • Demonstrated exceptional problem-solving skills in addressing unique challenges faced by homeowners seeking home retention solutions.
  • Processed loan applications and monitored progress from start to finish.

Polysomnographic Technician/Customer Service Representative

Acute
C'sted
01.2014 - 11.2014
  • Streamlined the sleep study process by maintaining organized records and efficient scheduling practices.
  • Contributed to team success by cross-training in additional roles, increasing overall department flexibility.
  • Improved patient comfort by properly applying and adjusting sleep monitoring equipment during overnight studies.
  • Promoted a positive work environment within the sleep lab team through effective communication and collaboration efforts.
  • Attached electrodes to patients using adhesives.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed busy schedule with over 20 procedures every week.
  • Enhanced patient care by providing timely follow-up consultations, addressing any concerns or questions related to the sleep study experience.

Call Center Representative

Hyperbarics
Christiansted
08.2012 - 09.2013
  • Managed 30-45 calls while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and always ensuring client satisfaction.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.

Front Desk Receptionist

Sugar Beach Condos
Christiansted
03.2011 - 02.2012
  • Answering phone calls, checking guests in and out, and handling administrative tasks.
  • Managing online and phone reservations.
  • Provide information about our hotel, available rooms, rates and amenities.
  • Solving and following up on various task for guests and staff.

Education

Polysomnographic Technician - CPSGT Certified

Acute
C'sted, V.I
11.2014

High School Diploma -

St.Croix Central High School
St.Croix, V.I
06.2012

Skills

  • Organization skills
  • Time Management
  • Telephone skills
  • Data Entry
  • Verbal and written communication
  • Scheduling appointments
  • Data inputting
  • Administrative Support
  • Clerical Support
  • Typing speed

Timeline

Healthcare Customer Service Representative

Alorica
10.2024 - 01.2025

Receptionist/Customer Service Representative

Floor & Decor
04.2024 - 05.2024

Home Retention Specialist

Ocwen
04.2018 - 09.2019

Polysomnographic Technician/Customer Service Representative

Acute
01.2014 - 11.2014

Call Center Representative

Hyperbarics
08.2012 - 09.2013

Front Desk Receptionist

Sugar Beach Condos
03.2011 - 02.2012

Polysomnographic Technician - CPSGT Certified

Acute

High School Diploma -

St.Croix Central High School

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