Katesha Donaldson
Davidson,NC
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
American Tire Distributors
Huntersville, NC
08.2021 - 04.2026
- Resolved customer complaints by employing effective communication and problem-solving techniques to enhance customer satisfaction.
- Promoted high customer satisfaction by providing knowledgeable and friendly service.
- Assisted customers with product inquiries and order status updates.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified upselling opportunities aligned with customer needs, contributing to increased sales potential.
- Documented customer interactions in CRM system to maintain accurate records and RMA/WRMA processing to support service continuity.
Customer Support Specialist
Ttec United Healthcare
Concord, NC
06.2020 - 08.2021
- Resolved issues promptly by identifying root causes and implementing solutions.
- Collaborated with team members to streamline service processes, enhancing overall service delivery.
- Assisted customers by phone and scheduled appointments and treatments.
- Verified patient insurance coverage, including eligibility, benefits, and authorizations for medical services.
- Ensured compliance with insurance guidelines while reviewing prior authorization requests.
Personal Care Assistant
Home Care Aid
Mooresville, North Carolina
05.2018 - 06.2021
- Assisted clients with daily living activities and personal hygiene tasks.
- Provided companionship and emotional support to enhance client well-being.
- Coordinated transportation to medical appointments and social events for clients.
- Monitored environment for safety hazards and responded to emergencies to ensure client protection and care.
Education
Cornerstone Christian Correspondence School
Townsend , GASkills
- CRM management
- Customer service
- Problem-solving techniques
- Effective communication
- Conflict resolution
- Active listening
- Time management
- Organized
- Detail-oriented
- Item inspections
- Delivery tracking
- Complaint handling
- Order reviews
- Basic computer literacy
- Shipping procedures
Timeline
Customer Service Representative
American Tire Distributors
08.2021 - 04.2026
Customer Support Specialist
Ttec United Healthcare
06.2020 - 08.2021
Personal Care Assistant
Home Care Aid
05.2018 - 06.2021
Cornerstone Christian Correspondence School