Donna Congini

ad29m1@r.postjobfree.com ad29m1@r.postjobfree.com

Northern Illinois Phone: +1-224-***-****

Preferred Contact: Texting

Introduction

I'd like to take a moment to thank you for your consideration. I have had a life filled with many different Customer Service roles and have enjoyed most of them. I am an empty nester and live alone. After a health issue, I did some gig/app work, however, remote suits me much better. I have good listening skills, attention to detail and appropriate grammar, but, the skill I'd like to highlight is my ability to explain a situation in a calm, simple, and empathetic manner. I have no bias toward any people and try to treat all with courtesy and kindness and empathy. I do like to help. Thank you for your time.

Summary and Goal

Customer Service Professional with extensive experience in contact tracing, data entry, and high- volume call handling, seeking a remote (work-from-home) position. Proven track record of maintaining customer satisfaction and contributing to company success. Strong organizational and communication skills. Open to new challenges and industries. Authorized to work in the US for any employer.

Skills

• Continuous Organization Process Improvement

• Client Relations and Retention

• Professional Development

• Certified COVID-19 Contact Tracer (Johns Hopkins University)

• Crisis Management

• Salesforce

• CRM Software

• Transcription

• Loan Officer Experience

• Professional Phone Etiquette

• Accurate Documentation

• Writing Skills

• Dependable and Reliable

• Empathetic Communication

• Versatile Schedule

Work Experience

Local House-cleaner, app pool

Homeaglo,Dazzling, etc. 04-22-present

App service, house cleaning

• Presently cleaning homes using an app

Certified Contact Tracer, Crisis Management Covid Team (Remote Contract) Rice University - Houston, TX November 2021 - February 2022

• Proactively responded to health reports and test results, monitored information boards, and fulfilled administrative duties.

• Complied with all Health Department regulations, including HIPAA, and provided regulated information on isolation and quarantine procedures.

• Collaborated with authorities to support isolation and quarantine efforts, facilitated health checks, and delivered informative presentations on contact tracing. Certified Contact Tracer (Remote Contract) State of Michigan via 22nd Century Technologies - Somerset, NJ October 2020 - June 2021

• Used Salesforce/Trace Force for documentation and data entry.

• Managed high call volumes while ensuring compliance with HIPAA and regulations.

• Provided guidance on COVID-19 exposures, conducted interviews, and collaborated with health departments.

• Delivered informative presentations on the importance of contact tracing. File/Office Reorganization-Temp Job Warren Funeral Home and Cemetery - Gurnee, IL November 2018 - April 2019

• Reorganized file systems, inventoried supplies, and handled office tasks. Merchandiser Osco Stores Retail Solutions - Scottsdale, AZ September 2014 - August 2016

• Implemented store shelf changes according to schematics, restocked merchandise, and managed store displays.

Sales/Customer Service Representative/Assistant Manager Savannah's Furniture - Lakemore, IL 2012 - September 2014

• Maintained a clean showroom, assisted customers, and resolved complaints.

• Scheduled deliveries and achieved top sales numbers. Store Manager Antioch Furniture & Mattress - Antioch, IL February 2008 - June 2012

• Managed showroom, vendor relationships, and customer service.

• Scheduled deliveries, maintained paperwork, and trained employees. Licensed Loan Officer 1st Public Mortgage - Schaumburg, IL May 2006 - June 2008

• Learned, trained, and managed own loans, conducted client communication, and attended, documentation gathering, submissions and closings. Owner/Operator Country Cleaning 1991-2008

• Successfully operated a profitable cleaning company with a high client retention rate. Education

• High School Diploma (GED Program) - Elgin, IL 1979

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Expertise

• Responding to customer situations with sensitivity

• Customer service

• Identifying and resolving common customer issues

• Attention to detail

• Call center customer service

• Supervisory skills: Motivating & assessing employee

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