MUSANA DONALDSON
New York,NY
Summary
As a dedicated customer service professional with over three years of experience in both communication and retail sectors, I excel in providing exceptional customer support and managing client relationships.
Recognized for consistently achieving high customer satisfaction ratings, I possess strong problem-solving skills and the ability to adapt to diverse customer needs. My proactive approach in collaborating across departments has contributed to improved customer experiences and increased sales. With a commitment to continual learning and development, I aim to bring a positive impact to customer interactions and team dynamics in any customer service role.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
GEICO
09.2022 - Current
- Managed inbound calls and emails, addressing customer inquiries and complaints with a focus on telecommunications products and services
- Achieved a 95% satisfaction rate as measured by customer feedback surveys
- Collaborated with the technical team to resolve complex issues, reducing resolution time by 30%
- Coordinated with the sales and marketing departments to provide insights from customer feedback, contributing to a 10% increase in sales
- Led a team of 5 customer service representatives, overseeing training and development to enhance team performance
- Developed and delivered monthly reports on customer service metrics and improvement strategies
- Managed high-priority customer accounts, ensuring top-tier service and nurturing long-term relationships
Customer Service Associate
T-Mobile
Queens, NY
06.2020 - 09.2021
- Collaborate with the billing, sales, and operations teams to deliver on customer expectations.
- Provided in-store and online support for customers, assisting with product selection, queries, and post-purchase support
- Recognized for outstanding performance and received the 'Employee of the Month' award twice
- Processed transactions and handled cash and card payments with a high degree of accuracy
- Conducted customer feedback sessions to understand their needs better and improve service delivery
- Trained new staff on customer service protocols and the company's product range
- Assisted in managing the store's social media accounts, responding to customer queries and comments
- Implemented new customer service policies that resulted in a 20% reduction in customer complaints
Home Health Attendant
Serene Home Care Nursing
06.2017 - 09.2020
- Assisted residents in preparing for activities and social programs
- Helped residents walk with or without self-help devices
- Documented activities and recorded information in the EMR system
- Observed and reported
- Unusual symptoms and changes to the nurse Supervisor
- Assisted residents with bathing and dressing to promote personal hygiene
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns
Education
High School Diploma - Science, EKG, PHLEBOTOMY, CNA
Aim Academy
New Jersey01.2015
Skills
- Self motivated - Self Discipline
- Problem-Solving and Critical Thinking
- Empathy and Patience
- Multitasking Abilities
- Exceptional Written & Verbal communication
- OSHA HIPAA Compliance
- Collecting Vital Signs
Certification
Microsoft Project Management
Timeline
Customer Service Representative
GEICO
09.2022 - Current
Customer Service Associate
T-Mobile
06.2020 - 09.2021
Home Health Attendant
Serene Home Care Nursing
06.2017 - 09.2020
High School Diploma - Science, EKG, PHLEBOTOMY, CNA
Aim Academy