Donor Response Specialist Resume Example
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DONOR RESPONSE SPECIALIST
Summary
A passionate servant who strives to honor and glorify God in every arena of my life. A Dedicated, flexible, self-driven, and proven professional who is collaborative and willing to do whatever it takes to ensure the timely and successful completion of every job.
Skills
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Experience
Circle K Stores, Inc.Kingman , AZDonor Response Specialist06/2020 to Current
- Assign specialty workloads to the Specialist team members
- Readily available to respond to partner requests and escalated matters
- Assist with the on-going training and development of the Response Center Representative staff
- Provide immediate support as the Leader on Duty for staff and partner inquiries
- Monitor staffing and coverage needs to ensure efficient handling of partner phone calls, emails and letters
- Serve as a subject matter expert for the multiple specialty functions within the Response Center
- Continual evaluation of work processes to ensure efficient handling as well partner-centric approach
Jbt CorporationOntario , CADonor Response Supervisor03/2018 to 05/2020
- Supervise the day-to-day activities of individual full-time representatives and seasonal associate staff.
- Build a healthy culture and unity among the team.
- Manage and schedule staffing to ensure capacity is optimal throughout the year.
- Evaluate performance of every representative to ensure meeting or exceeding quality standards related to professionalism, accuracy, timeliness, and ministry in interactions with donors.
- Monitor and audit the quality of phone calls, emails, and written correspondence.
- Suggest improvements to workflow, donor experience, scripting and other procedures.
- Continually evaluate workflow, donor experience, scripting and other procedures.
- Listen effectively and discern to identify issues and resolve conflict.
- Determine staffing needs and schedules in order to ensure proper coverage for business demands and workload allocation.
- Motivate and inspire the production workforce in order to boost morale and performance as well as embrace company initiatives.
Brock & Scott, PLLCCity , STATEManager12/2013 to 05/2015
- Developed and established the Brock & Scott Foreclosure Call Center.
- Provided real-time support to Call Center staff for caller inquiries and escalated matters.
- Created and maintained all Work Instructions and Standard Operating Procedures for the team.
- Created a centralized reference tool that houses knowledge for all 7 states covered by the Firm.
- Ensured that all calls were handled efficiently, accurately and within Compliance and Financial Regulation requirements.
- Facilitated new business opportunities made available to the department.
- Determined staffing needs and schedules in order to ensure proper coverage for business demands and workload.
- Provided Firm with daily and weekly reporting and insight into department performance.
Lowe's Companies IncCity , STATESupervisor12/2007 to 12/2013
- 2012 Lowe's Top Contributor.
- Served as the department Manager on Duty in order to more efficiently serve Lowe's customers and meet our department and company objectives.
- Created and revised corporate processes that accommodate the constant flux in the demands Lowe's customers and business.
- Daily collaboration with the Quality Assurance, Learning and Organizational Effectiveness, InfoCenter, Workforce and Support teams to ensure that Customer Care was consistently meeting Lowe's customer's needs.
- Assisted in the formation of the InfoCenter Review Board put in place to review procedural change requests.
- Empowered a team of 150+ call agents/pros, in multiple sites, towards a one call resolution, customer focused approach to all aspects of their work.
- Created Career Development Plans for my direct agents (12-24 agents) by utilizing their Performance Development Plan goals and expectations throughout the year.
- Motivated and inspired the Lowe's Customer Care workforce in order to boost morale and performance as well as embrace company initiatives.
Education and Training
Bachelors:Business Administration/ManagementLiberty University, City
Associates:Science, Asheville06/2002Buncombe Technical Community College
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Resume Strength
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- Measurable results
- Strong summary
Resume Overview
School Attended
- Liberty University
- Buncombe Technical Community College
Job Titles Held:
- Donor Response Specialist
- Donor Response Supervisor
- Manager
- Supervisor
Degrees
- Bachelors : Business Administration/Management
Associates : Science, Asheville 06/2002
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