Overview
Work History
Education
Skills
Timeline
Generic

Michele Donatelli

Saunderstown,Rhode Island

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Narragansett Bay Commission
Providence, RI
11.2023 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • 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.
  • Consulted with customers to resolve service and billing issues.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.

Operations Manager

MJC Energy/ NOVO Energy Services
Wakefield, RI
09.2019 - 11.2023
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Addressed customer concerns with suitable solutions.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Connected with clients and developed strategies to achieve sales and customer service goals.
  • Responded to information requests from superiors, providing specific documentation.
  • Resolved challenges associated with company websites, vendors and telecoms.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.

Real Estate Assistant

Miriam Cohen / Edge Realty
Narragansett, RI
09.2019 - 11.2023
  • Assisted realtors with private viewings, enabling clients to see available properties.
  • Followed up with prospects throughout sales processes to offer assistance.
  • Coordinated listing photography sessions to present properties to general public.
  • Created and distributed outbound print marketing materials and advertisement copy to promote new properties.
  • Connected purchasing clients to appropriate personnel to simplify transactions.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Responded to customer issues to provide immediate resolution and improve retention.
  • Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
  • Coordinated catering services for various functions, including sales trainings and department meetings.
  • Supported efficient operations by managing errands like dropping off lockboxes and clerical tasks such as business correspondence.
  • Organized and maintained systems to track leads coming from social media, website and other funnels.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.`
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Guest Teacher

LIU 18 Intermediate
KIngston, PA
02.2017 - 06.2019
  • Maintained calm, positive classroom environment through gentle discipline and enthusiastic attitude to encourage learning and studying among student.
  • Assisted students with understanding lesson material through example usage.
  • Observed rules and managed student compliance to maintain sense of normalcy in classroom.
  • Supervised students in classrooms when teachers were out for the day due to illness or vacation.
  • Enforced classroom routines to keep students on schedule and operating at consistent level.
  • Provided classroom instruction outlined in teacher's lesson plans.
  • Provided notes and reports on school day activities to primary teacher.
  • Implemented lesson plans assigned by classroom teacher to educate students about key concepts.
  • Educated students in various subjects to provide seamless transition during absence of head teacher.
  • Requested as substitute teacher based on excellent referrals and trusted performance.
  • Engaged students in discussions to promote interest and drive learning.
  • Maintained rules of conduct that encouraged self-discipline and responsibility.
  • Managed high school classrooms during teacher absences.
  • Established and enforced rules for behavior and procedures to maintain order among students.
  • Maintained student attendance and assignment records to prevent lapses during teacher absences.
  • Remained up-to-date with emergency procedures to keep students and staff safe in emergency events.
  • Monitored appropriate use and care of equipment, materials and facilities.

Receptionist Administrator

Wheeling Hospital
Wheeling , WV
11.2014 - 01.2016
  • Answered incoming phone calls, routing to appropriate parties throughout office.
  • Welcomed visitors and customers by greeting and answering or directing inquiries.
  • Performed data entry and other administrative tasks to support departments.
  • Organized files and spreadsheets to simplify staff access or retrieval.
  • Handled diverse needs for clients in-person, by phone or through email.
  • Coordinated appointment calendar and balanced schedules to promote optimal productivity.
  • Displayed professional standards at reception desk to impress visitors.
  • Contracted with vendors and liaised with building management to schedule office equipment or facility repairs.
  • Created fliers, brochures and social media posts to communicate brand objectives.
  • Tracked and coordinated preventive maintenance and pressing repairs with outside vendors.
  • Resolved customer complaints or answered customers' questions.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Interpreted and explained work procedures and policies to brief staff.
  • Researched and prepared reports required by management or governmental agencies.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Delegated work to staff, setting priorities and goals.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.

Education

Bachelor of Arts - Psychology

Boston University
Boston, MA
05.1989

Skills

  • Administrative Support
  • Scheduling and Coordinating Showings
  • Teamwork and Collaboration
  • Attention to Detail
  • Multitasking and Organization
  • Market Research
  • Property Listing Management
  • Property Information Filing
  • Appointment Coordination
  • Multitasking and Time Management
  • Microsoft Office
  • Confidentiality and Data Protection
  • Ease with Computers and Technology

Timeline

Customer Service Representative

Narragansett Bay Commission
11.2023 - Current

Operations Manager

MJC Energy/ NOVO Energy Services
09.2019 - 11.2023

Real Estate Assistant

Miriam Cohen / Edge Realty
09.2019 - 11.2023

Guest Teacher

LIU 18 Intermediate
02.2017 - 06.2019

Receptionist Administrator

Wheeling Hospital
11.2014 - 01.2016

Bachelor of Arts - Psychology

Boston University

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Michele Donatelli