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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
  • Contact Center
  • Coaching
  • Customer Care
  • Mentoring
  • Problem Solving
  • Processes
  • Quality Assurance
  • Real-time
  • Reporting
  • Strong Verbal and Written Communication
  • Supervision
  • Workflow
Experience
Company NameCity, StateDonor 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
Company NameCity, StateDonor 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.
Company NameCity, 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.
Company NameCity, 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 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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