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Donor Experience Representative Resume Example

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DONOR EXPERIENCE REPRESENTATIVE
Summary

Results-oriented Customer Service Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Highlights
  • Conflict resolution techniques
  • Team management
  • Meticulous attention to detail
  • Persuasive
  • Focused on customer satisfaction
  • Skilled multi-tasker
  • Training and development
  • Scheduling
Accomplishments

Promoted to Customer Service Coordinator in 2013 at Capital One Financial.

Experience
Company NameCity, StateDonor Experience Representative06/2015 to 01/2016
  • Monitors and scores calls between Customer Service
  • Representatives and donors in order to evaluate customer service and ensure quality standards.
  • Keeps detailed records of calls and team members monitored and the related quality scores.
  • Provides summary reports to QA team supervisor and other members of management on a regular basis.
  • Conducts quality score feedback sessions with the team member and team member's supervisor and where necessary, recommends disciplinary action.
  • Assists in the creation and maintenance of various forms and documents (hardcopy & electronic) related to quality monitoring, training, and enforcement processes.
  • Provides, supervisors, and managers with detailed quality audit results which are discussed with team members.
  • Assists management with the communication of quality scores, trends, best practices, and improvement opportunities to the team members and other direct reports in both individual & group settings.
  • Makes suggestions on improvements to training curriculum, quality scorecards to improve the impact that QA has on the sites. performance
Company NameCity, StateCustomer Care Associate09/2014 to 11/2014
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Properly directed inbound calls in phone queues to improve call flow.
Company NameCity, StateCustomer Service Coordinator07/2012 to 12/2013
  • Answered account specific questions; delivered exceptional quality service by utilizing all available channels and went above and beyond on every call
  • Educated customers on the utilization of Capital One's credit cards, rewards services, continued loyalty, and spend, and ability to translate customer behaviors into recommendations for card use and new card acquisition
  • Worked through challenges to achieve the desired result.
  • Comfortable with change
  • Able to troubleshoot basic computer issues
  • Thrived in a self-paced environment
  • Operated independently and maintained a quiet work environment.
  • Provide feedback to managers to help enhance the customer experience.
Company NameCity, StateRide Operator03/2012 to 06/2012
  • Operated amusement rides at a historical amusement park and roller skating rink, located in Southeast Portland on the banks of the Willamette River. The purpose of Oaks Park was to provide recreational activities for guests of all ages.
Company NameCity, StateAssistant Store Manager03/2010 to 02/2012
  • Handled multiple sales and assisted Sales Associates to build multiple sales in 5 separate shops inside The Stratopshere.
  • Established repeat clientèle.
  • Assists in the upkeep of the store by vacuuming, maintaining store displays and merchandising.
  • Assisted with inventory and the checking in of merchandise.
  • Assisted with transfers.
  • Communicated with manager regarding fit, popularity, etc., of merchandise.
  • Regarding customer relations, handled each customer in a courteous and gracious manner with an attentive response to all customers.
  • Had complete knowledge of the 5 store's stock in clothing, shoes, T-shirts, gifts, souvenirs, sundries, etc.
  • Opened and closed the store.
Company NameCity, StateGuest Room Attendant04/2009 to 02/2010
  • Cleaned and vacuumed 17 rooms a day.
  • Cleaned a standard room in approximately 25 minutes.
  • Conducted a.m. and p.m. room checks to determine status of the rooms.
Company NameCity, StateStore Manager10/2003 to 03/2009
  • Set goals for the work group developing organizational capability and modeling how we work together.
  • Demonstrated a calm demeanor during periods of high volume or unusual events and managed smooth
  • transitions thereafter to keep the store operating to standard and to set a positive example for the store team.
  • Displayed a "customer comes first" attitude by training and holding partners accountable for delivering legendary customer service.
  • Drove the implementation of company programs by developing action plans and directly motivating and instructing the store team to implement them to meet operational and organizational objectives.
  • Managed with integrity, honesty, and knowledge that promoted the culture, values, and mission of Starbucks.
  • Planned, identified, communicated, and delegated appropriate responsibilities and practices to store partners to ensure smooth flow of operations.
  • Provided coaching as needed
  • Dealt with hiring, scheduling, and inventory.
Education
High School Diploma:General2001Roosevelt High School Portland, City, State, USA
Skills
  • Cash handling
  • Shipping and receiving
  • Professional and friendly
  • Careful and active listener
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Resume Overview

School Attended

  • Roosevelt High School Portland

Job Titles Held:

  • Donor Experience Representative
  • Customer Care Associate
  • Customer Service Coordinator
  • Ride Operator
  • Assistant Store Manager
  • Guest Room Attendant
  • Store Manager

Degrees

  • High School Diploma : General 2001

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