Venessa Donaldson
Gary,IN
Summary
Proven track record of enhancing customer satisfaction and exceeding sales targets at Xfinity Comcast through effective communication and upselling techniques. Skilled in client relationship building and escalation management, adept at maintaining compliance and driving sales growth. Demonstrates a goal-oriented approach and calm professionalism under pressure, contributing to significant achievements in customer service and account management. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
24
24
years of professional experience
Work History
Universal Agent
Xfinity Comcast
02.2008 - 01.2024
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Mitigated potential risks by adhering strictly to compliance guidelines during all interactions.
- Exceeded sales targets by employing effective upselling techniques and persuasive communication skills.
- Handled escalated calls, defusing tense situations and achieving resolutions that satisfied both the customer and company interests.
- Assisted in training new hires, ensuring they were well-equipped to handle their responsibilities..
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Regional Account Manager
UMI INC.
01.2004 - 11.2007
- Established strong client relationships through regular communication, attentive service, and prompt issue resolution.
- Achieved regional sales targets by developing strategic plans and executing effective account management practices.
- Conducted comprehensive market analysis to identify trends, competitor activities, and potential areas of improvement.
- Delivered engaging presentations showcasing product offerings tailored to individual client needs, ultimately driving sales growth.
- Worked closely with marketing teams to create targeted campaigns designed to attract key decision-makers in prospective businesses.
Quality Assurance Analyst
American Marketing Systems
05.2000 - 06.2003
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Education
Bachelor of Science - Management
Calumet College of St. Joseph
Whiting, INAssociate of Science - Accounting And Business Management
Ivy Tech Community College of Indiana
Gary, INSkills
- Goal-Oriented
- Client Relationship Building
- Appointment Scheduling
- Customer service and care
- Calm and Professional Under Pressure
- Escalation management
Timeline
Universal Agent
Xfinity Comcast
02.2008 - 01.2024
Regional Account Manager
UMI INC.
01.2004 - 11.2007
Quality Assurance Analyst
American Marketing Systems
05.2000 - 06.2003
Bachelor of Science - Management
Calumet College of St. Joseph
Associate of Science - Accounting And Business Management
Ivy Tech Community College of Indiana
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