Customer Service Manager

Lori Donka

**** *. ******** *** 815-***-****

Las Vegas, NV 89118 ***********@*****.***

Professional Objective

To obtain a position with a company that offers advancement based on successfully performing assigned tasks and exceeding

expectations.

Professional Experience

Northern Illinois University, DeKalb, IL.

4/13 – Present

College of Engineering and Engineering Technology

National Safety Education Center

Outreach Card Coordinator

Worked at one of 27 OSHA Training Institute Education Centers in the country. Primary assignment was to

work with OSHA 10 & 30 hour Outreach Trainers to complete OSHA card requests. Outreach Training Program Reports

needed extensive review to verify appropriate OSHA standards were being taught. This involved regular communication with

trainers. Answered phones, customer follow-up, and filing. Managed the day to day operations of a busy office. Trained new

staff and supervised student workers.

CleanUSA

4/12 - 4/13

Marketing Office Manager, DeKalb, IL.

Managed the office operations. Created monthly reports. Created and sent out invoices daily. Resolved

customer issues. Called residential and commercial customers to set up cleaning and janitorial appointments. Scheduled

technicians and verified routes. Printed out route packets and attached work orders.

Jane Fargo Hotel, DeKalb, IL.

8/11 to 4/12

Night Auditor

Ran nightly reports and balanced books.

Chase Card Services, Elgin, IL.

10/10 - 8/11

Collected past due credit card accounts. Extensive phone contact. Professional phone

etiquette was essential. Skip tracing and verified contact information was updated and current. Used a customer service

approach to produce a win/win situation for both customer and Chase while maximizing the best possible outcome for

payment in full.

State Collection Services, Geneva, IL.

9/10 - 10/11

Debt Collector

Collected past due hospital and medical bills, extensive phone contact.

Rozlin Financial Group, Sycamore, IL.

8/06 - 8/09

Debt Collector

Collected debt from portfolios purchased from student housing accounts, phone companies, utility companies and credit

card companies. Well-versed and trained in all aspects of FDCPA rules and regulations. Company name was changed

from Equitable Recovery to Rozlin Financial in December 2008.

Olympic Health Management, Bellingham, Washington

10/05 -6/06

Customer Service Representative

Assisted policy holders and providers with benefits and claims questions with one call resolution. Requested reprocessing

of claims and processing check verifications in a pleasant and professional manner.

Protocol Communications, Aurora, IL.

12/03 -9/05

Customer Service Representative

Performed duties that met the client’s (McLeodUSA) guidelines for the dedicated program assigned. Duties included

solving disputes with one call resolution, determined if credit was valid and submitted credits for customers disputing

charges, upsold additional features in adding and deleting features, and processed orders to move service. Goal was to

attain 100% on Quality Evaluations.

Convergys, Inc., Appleton, Wisconsin

6/22 - 4/03

Account Manager

Channel sales, worked with Cisco Systems sales reps and their resellers. Provided quotes for Smart-net maintenance

contracts, met quarterly quotas.

Dakotah Direct, Dekalb IL.

10/1995 - 2001

Licensed Insurance Agent

Outbound Sales Agent

Held life, health, property and casualty insurance license for state of IL and non-resident licenses for 20 other states.

Leads were provided by Sears and required cold calling.

Education

Completed Fair Debt Collection Practices Act Training and successfully passed examination.

Northern Illinois University, DeKalb, IL.

Bachelor of General Studies

Anticipated Graduation Date: May 2015

Kishwaukee Community College, Malta, IL.

Associate of Arts degree earned, June 199

Journalism Emphasis

References References available upon request.

Contact this candidate