Wendy Donaldson
Orlando,FL
Summary
Professional with 20+ years experience in customer service roles, adept at addressing customer needs and resolving issues efficiently. Strong focus on team collaboration and achieving results ensures reliability and adaptability to changing demands. Skilled in communication, conflict resolution, and maintaining positive customer experience, with consistent track record of contributing to team success and high customer satisfaction. Enthusiastic and cheerful team player focused on providing professional service and support to each and every customer.
Overview
26
26
years of professional experience
Work History
Customer Service Call Center Representative
ORLANDO UTILITIES COMMISSION
12.2021 - Current
- Help large volume of customers every day with positive attitude by accepting ownership for effectively handling customer issues, complaints and inquiries over the phone, follow up with customers about resolved issues, and keeping customer satisfaction at the core of every decision and behavior.
- Identify customers needs, clarify information, research every issue and provide solutions and alternatives.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhance customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues by ordering appropriate investigations for concerns and/or tests that would determine the causes of product malfunctions as reported by customers.
- Refer unresolved customer grievances to designated departments for further investigation.
- Responsible for handling a variety of aspects related to a customer's inquiry and account management, including, but not limited to: initiating and terminating a customer's account, processing a payment arrangement, updating an account with proper notes, resolving billing issues, creating and explaining adjustments as well as high bill counseling.
- Educate customers about billing, payment processing and support policies and procedures. Refer customers needing to make payments to the methods available (i.e. payment phone line, OUC website, and authorized payment centers).
- Handle escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Manage approximately 50+ incoming calls efficiently by organizing workload effectively and multitasking when necessary.
- Build strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Increase first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
- Reduce average handle time without compromising on service quality through effective problem-solving strategies.
- Contribute to team success by actively participating in training sessions, workshops, and continuous improvement initiatives.
- Participate in quality assurance activities such as reviewing recorded calls for compliance with company standards.
- Recognized as a top performer on multiple occasions for achieving outstanding customer satisfaction ratings.
Guest Services
TARGET
06.2020 - 11.2021
- Passionate, hardworking team player who contributed to daily goals and responsibilities.
- Smoothly processed incoming orders for guests handling over 100+ transactions per day with exceptional accuracy, collected payments including cash, credit cards & checks, and explained our loyalty rewards program/app as well as other store benefits.
- Enhanced customer satisfaction by providing exceptional guest services and addressing concerns promptly.
- Assisted guests with ordering items online to “Save the Sale” when our store was out of stock.
- Assisted in training new team members, providing guidance and support to ensure success in the Guest Services Cashier role.
- Collaborated with team members to ensure smooth operations and exceptional guest services and participated in regular training sessions to stay updated on best practices.
- Consistently created a warm and welcoming experience by greeting and engaging with each and every guest, making a friendly and genuine connection, anticipating needs, going above and beyond to exceed guest expectations.
- “Making it Right” for each and every guest every time by resolving negative situations.
- Handled guest exchanges, returns, complaints, point of sale as cashier as well as monitoring and engaging at self check out, and processed Target Red Card account payments for guests.
- Enhanced customer satisfaction by efficiently managing self-checkout stations and promptly addressing issues.
- Supported loss prevention efforts by identifying potential shoplifting incidents at self-checkouts and alerting management as needed.
- Frequently received positive guest feedback from online surveys and in person to upper-level management.
- Awarded Team Member of the Month September2020.
Entrance Operations/Greeter
UNIVERSAL ORLANDO VOLCANO BAY
02.2019 - 03.2021
- Enthusiastically greeted and welcomed guests in an energetic, warm and pleasant manner to Volcano Bay and helped to create an enjoyable environment by engaging in friendly conversation with guests waiting in line.
- Demonstrated strong attention to detail by ensuring all necessary materials, such as maps or brochures, were readily available at the entrance for our guests convenience.
- Provided professional and courteous guest service while operating touch points assisting guests with ticket entrance, answering questions, making suggestions, and giving directions.
- Alleviated conflicts and solved ticketing issue disputes by generating discovery questions.
- Maintained safe and show-ready touch point queues to successfully meet the needs of more than5,000+ guests daily.
- Performed multiple tasks and worked efficiently in a team environment under pressure in an empathetic and positive manner to accomplish daily job responsibilities.
- Provided assistance to guests with special needs, such as helping those with wheelchairs.
- Managed crowd control during peak hours, maintaining order and safety while minimizing wait times for guests.
- Maintained cleanliness of work area.
Cashier
TARGET
11.2018 - 06.2019
- Welcomed guests, answered questions, assisted with locating items, and provided advice or recommendations.
- Smoothly processed incoming orders for guests handling over 100+ transactions per day with exceptional accuracy, collected payments including cash, credit cards & checks, explained loyalty program and other store benefits, as well as handled guest service issues.
- Passionate, hardworking team player who contributed to daily goals and responsibilities.
- Enhanced customer satisfaction by providing exceptional guest services and addressing concerns promptly.
- Assisted guests with ordering items online to “Save the Sale” when our store was out of stock.
- Assisted in training new team members, providing guidance and support to ensure success in the Guest Services Cashier & self check out role.
- Collaborated with team members to ensure smooth operations and exceptional guest services and participated in regular training sessions to stay updated on best practices.
- Consistently created a warm and welcoming experience by greeting and engaging with each and every guest, making a friendly and genuine connection, anticipating needs and going above and beyond to exceed guest expectations.
- “Making it Right” for each and every guest every time by resolving negative situations.
- Enhanced customer satisfaction by efficiently managing self-checkout stations and promptly addressing issues.
- Supported loss prevention efforts by identifying potential shoplifting incidents at self-checkouts and alerting management as needed.
Member Service Representative
BJ'S WHOLESALE CLUB INC.
11.2010 - 11.2018
- Delivered fast, friendly and knowledgeable service for routine questions, service complaints, conflicts and challenging situations.
- Provided exceptional member service opening new accounts, upgrades and changes to existing member accounts.
- Cross-trained in several departments by assisting team members meet coverage demands for the daily goals of the club. (i.e. Cashier, Liquor store, Front door (validating receipts) and Deli)
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
Golf Shop Attendant
MONARCH GOLF CLUB
02.2005 - 12.2011
- Contributed to a welcoming atmosphere by maintaining clean, organized, and visually appealing golf shop environment.
- Greeted guests, provided prompt, courteous and friendly customer service making sure inquiries and requests were met efficiently and professionally.
- Managed reservation system, checked 100+ guests in, collected payments for sales transactions and issued receipts for merchandise sales, greens fees and cart and club rentals, and assigned tee times.
- Answered multi-line phone system, directed calls, and answered guest questions professionally.
- Assisted in overseeing outside golf operations and staff and followed daily procedures and policies.
- Informed players of course rules and regulations ensuring guests met the proper dress code.
- Maintained positive, professional and effective working relationships by providing exceptional customer service.
- Assisted coordinating and providing assistance with tournaments and special events.
- Performed administrative duties updating various reports and records, including end of month inventory of pro shop.
- Followed procedures for proper opening and closing of pro shop.
Golf Shop Attendant
KING'S RIDGE GOLF CLUB
12.2001 - 01.2005
- Contributed to welcoming atmosphere by maintaining clean, organized, and visually appealing golf shop environment.
- Greeted guests, provided prompt, courteous and friendly customer service making sure inquiries and requests were met efficiently and professionally.
- Managed online reservation system, checked 100+ guests in, collected payments for sales transactions and issued receipts for merchandise sales, greens fees and cart and club rentals, and assigned tee times.
- Answered multi-line phone system, directed calls, and answered guest questions professionally.
- Assisted in overseeing outside golf operations and staff and followed daily procedures and policies.
- Informed players of course rules and regulations ensuring guests met proper dress code.
- Maintained positive, professional and effective working relationships by providing exceptional customer service.
- Assisted coordinating and providing assistance with tournaments and special events.
- Performed administrative duties updating various reports and records, including end of month inventory of pro shop.
- Sold and served refreshments to customers.
- Followed procedures for proper opening and closing of pro shop.
Vacation Planner
MARRIOTT VACATION CLUB INTERNATIONAL
09.1998 - 12.2001
- Successfully handled100+ incoming phone calls on a daily basis.
- Provided personalized service to Marriott guests and assisted them with all areas of their vacation needs.
- Demonstrated effective and professional customer service skills.
- Consistently met or exceeded the team's budgeted goals.
- Executed daily operations by actively being a positive team player.
- Kept up to date on current product knowledge to effectively and efficiently handle guest expectations to deliver exceptional guest satisfaction.
Education
ASSOCIATE OF SCIENCE - BUSINESS ADMINISTRATION
Onondaga Community College
Syracuse, NY05.1992
Skills
- Customer support
- Multi-line telephone skills
- High-energy attitude
- Dependable and reliable
- Effective team player
- Superior communication skills
- Inbound and outbound calling
- Cash handling accuracy
- 50 WPM typing speed
- Customer satisfaction
- Resolving issues
- Attention to detail
Timeline
Customer Service Call Center Representative
ORLANDO UTILITIES COMMISSION
12.2021 - Current
Guest Services
TARGET
06.2020 - 11.2021
Entrance Operations/Greeter
UNIVERSAL ORLANDO VOLCANO BAY
02.2019 - 03.2021
Cashier
TARGET
11.2018 - 06.2019
Member Service Representative
BJ'S WHOLESALE CLUB INC.
11.2010 - 11.2018
Golf Shop Attendant
MONARCH GOLF CLUB
02.2005 - 12.2011
Golf Shop Attendant
KING'S RIDGE GOLF CLUB
12.2001 - 01.2005
Vacation Planner
MARRIOTT VACATION CLUB INTERNATIONAL
09.1998 - 12.2001
ASSOCIATE OF SCIENCE - BUSINESS ADMINISTRATION
Onondaga Community College
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