Operations Specialist Customer Service

standard quotes, including complex Bid Boards $***,000 and under

E X P E R T I S E

C A R E E R R E V I E W

MICHELLE O. DONATIEN

240-***-**** **********@*****.*** Woodbridge, VA Linkedin.com / Michelle Donatien

BUSINESS ADMINISTRATION

&

MANAGEMENT

Strayer University

Washington, D.C.

2018

Logistics Management

Strategic Communications

Customer Relations

Extensive & In-depth Research

Accomplished and Proficient Customer Operations Specialist and a proven ability to retain customer satisfaction, initiate company-wide campaigns and capture untapped opportunities for growth. Results- oriented, decisive leader adept at forging lucrative relationships with key partners, vendors, and clients. Demonstrated ability to seamlessly execute complex and concurrent BIDS under stringent timeframes and shifting priorities. Highly organized professional who creatively resolves client issues and concerns. Strong interpersonal skills utilized to negotiate with vendors and suppliers and motivate team members to meet common goals. GOVERNMENT CONTRACTS LIAISON August 2020 - Current Government Scientific Source Reston, VA

Processes requests for quotations (RFQ’s) by typically generating standard quotes, including complex Bid Boards $100,000 and under. Process and manage electronic orders (e.g., ECAT, Intramalls, GSA Advantage, DAPA, GSS web orders, GSS online orders, DOE automated eCommerce orders) as assigned. Identify material cross-reference opportunities to meet delivery requirements and to satisfy GSS margin guidelines. Provide general

.communication to Customers regarding updates to open orders, backorders, returns, complaints, etc. Supplies documentation such as quote, order confirmation, shipment confirmation, invoice.

CUSTOMER OPERATIONS SPECIALIST October 2019 - August 2020 Fundation Group, LLC Reston, VA

Effective Communication

Multi-tasking

Microsoft Office Suite

Government Platforms

RFP / RFQ / Purchase Orders

Customer Retention

FAR, SAR Regulations

IDIQ, T&M, Cost Plus

FFP Contracts

Provide Excellent customer service to all callers and adhere to department SOP's. Ensure privacy of customer information by adhering to Fundations verification standards. Input adequate documentation on all calls and follow up with applicant and customers as needed. Diffuse challenging situations and determine whether management input is needed. Conduct research and follow up on customer requests as needed. Personal outreach to newly established customers. Focus on customer retention efforts. Prepare contracts and other legally binding documents for execution by our customers. Ensure applications meet Fundations policies related to regulatory compliance, Know Your Customer (KYC) requirements and fraud mitigation strategies

S K I L L S

E D U C A T I O N Q U A L I F I C A T I O N S U M M A R Y MICHELLE O. DONATIEN

240-***-**** **********@*****.*** Woodbridge, VA Linkedin.com /Michelle Donatien

COMPLIANCE/RESOLUTION COORD January 2017 - October 2019 Dominion National, Inc Arlington, VA

Performs the duties of a consumer advocate engaged in receiving and responding to public inquiries and consumer complaints. Provides technical assistance and information to consumers under the DISB consumer outreach initiatives, community engagement programs, consumer complaint disposition protocols and inquiries from constituents and internal and external stakeholders. Responds to and resolves consumer complaints/disputes regarding payment of insurance claims, non-renewal disputes, premium charges, and allegations of violations of insurance laws.

Conducts in-depth research and extensive investigations of complaints in order to develop answers to specific questions and issues. Independently resolves problems through individual counseling or refers consumers to the appropriate agency for further assistance; provides counsel to consumers regarding insurance needs. Reviews and analyzes factual data to determine validity of complaints. In instances of insurance company mishandling claims, premiums and refunds, incumbent intercedes on behalf of complainants to rectify errors, advises policyholders/claimants of their appeal rights in instances of cancellation and non-renewal.

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