Summary
Overview
Work History
Education
Skills
Timeline
Generic

Donnielle Marie Savage

Saint Louis,MO

Summary

Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. I am always driven to exceed sales goals and build long term relationships with customers. I deliver positive experiences through high-quality customer care.

Overview

9
9
years of professional experience

Work History

Senior Technical Support Analyst

Equifax
10.2023 - Current
  • Streamlined support processes for increased efficiency and faster resolution times.
  • Initiated root cause analysis investigations on recurring issues leading to long term resolutions that improved system stability.
  • Provided remote support to global customers, addressing diverse technical needs across various industries.
  • Collaborated effectively with product managers to report customer feedback leading to better product enhancements.
  • Enhanced customer satisfaction by providing timely and accurate technical support to clients.
  • Volunteered as a subject matter expert to provide training to new hires and peers, resulting in a more knowledgeable support team.
  • Managed high-priority incidents, ensuring swift resolution and minimal downtime for clients.
  • Analyzed performance metrics to identify trends and areas for improvement in the support process.
  • Developed comprehensive documentation for troubleshooting procedures, reducing training time for new team members.
  • Served as liaison between clients and internal development teams, facilitating effective communication on issue resolution progress and updates.
  • Mentored junior team members in advanced problem-solving techniques, resulting in higher first contact resolution rates.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Created user accounts and assigned permissions.

Call Center Representative

Lumeris Inc
12.2020 - Current
  • Trained new employees in customer service script recitation, conflict resolution, and data entry practices
  • Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
  • Handled customer inquiries, answered questions, and resolved problems in a timely manner
  • Documented and responded to customers inquiries using a pleasant and professional tone
  • Make outbound calls and emails
  • Including but not limited to; members, providers, pharmacies, hospitals etc
  • Adhere to compliance requirements of Centers for Medicare & Medicaid Service (CMS)
  • Issue form letters & forms when appropriate
  • Handle escalated situations and act urgently when necessary
  • Held daily meetings throughout the day with trainees to assure company standards were being met, and exceeded if possible
  • Made sure every customer was satisfied and all questions had been answered to the best of my ability
  • Exceeded in every metric provided including average hold time, after call work, first call resolve, adherence, compliance, and documentation
  • Used a multitude of resources and documents to resolve customer inquiries

Customer Service Representative

Charter Communications
02.2020 - 01.2021
  • Trained for 40 hours of training per week on subjects such as troubleshooting, documentation, and product maintenance
  • Supported the technical needs of clients with an average of 60-80 calls per day
  • Responded to customer service inquiries, including a large percentage of self-service calls
  • Handled an average of 20-30 escalations per day, engaging with customers in a friendly, courteous, and professional manner
  • Analyzed and responded to more than 60 customer service tickets, which resulted in 60-80 minor or major resolutions
  • Educated clients on new, and existing, product capabilities
  • Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office and equipment
  • Consistently met, or exceeded, expected metrics

Lead Exit Booth Agent

Enterprise Holdings
06.2016 - 04.2020
  • Prepare all rental documents accurately and completely
  • Verify car information and VIN number for security and car control
  • Provide additional service to Emerald Aisle members by offering our refueling option
  • Maintain the appearance of the Exit Booth and surrounding areas to present a neat and orderly image
  • Ensure that 'Booth' is stocked with appropriate supplies to meet the needs of our customers
  • Provide all customers with undivided attention while assisting them at the exit booth
  • Make eye contact and greet all customers; thank customer at the conclusion of all transactions
  • Assist customers with directions, maps, local area information, and appropriate service information; effectively and efficiently resolve all customer service issues as necessary
  • Perform other customer service related duties, in addition to those listed, to ensure our service levels meets the needs of the customer
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
  • Supervised and led employees to high performance levels in cross-functional matrix management structure
  • Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
  • Investigated and resolved customer complaints to foster satisfaction
  • Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
  • Determined and recommended methods to address improvement opportunities
  • Controlled digital access, used confidential waste bins and shredders, and locked document storage cabinets to protect confidential files, reports and fiscal data
  • Investigated and resolved customer complaints to foster satisfaction
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards
  • Conducted training and change management processes to improve operations
  • Supervised and led employees to high performance levels in cross-functional matrix management structure

Education

High School Diploma -

Webster Groves High School
Webster Groves, MO
01.2014

Skills

  • Creative problem solver
  • Exceptional communication skills
  • Strong client relations
  • Strategic sales knowledge
  • Multi-line phone talent
  • Strong problem solving aptitude
  • Persuasive speaker
  • Goal-oriented
  • People-oriented
  • Proficiency with CRM systems
  • Networking skills
  • Customer service
  • Interpersonal skills
  • Highly competitive
  • Problem resolution
  • Customer support
  • Issue resolution
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Active listening
  • Effective communication
  • Verbal and written communication
  • Remote technical support
  • Relationship building
  • Friendly and patient
  • Task prioritization
  • Technical issues analysis
  • Analytical thinking
  • Customer service expert
  • Customer communication and empathy
  • Time management abilities
  • Training development

Timeline

Senior Technical Support Analyst

Equifax
10.2023 - Current

Call Center Representative

Lumeris Inc
12.2020 - Current

Customer Service Representative

Charter Communications
02.2020 - 01.2021

Lead Exit Booth Agent

Enterprise Holdings
06.2016 - 04.2020

High School Diploma -

Webster Groves High School

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