Customer Service Continuous Improvement

LaDonna Marie Russell

Customer Service

***************@*****.*** • 515-***-****

LinkedIn • Des Moines, IA 50311

Growth-focused and accomplished professional with extensive experience in optimizing service delivery, resolving inquiries, and building positive relationships. Skilled in driving continuous improvement and providing superior customer service. Talent for implementing customer service plans, reviewing customer feedback, and delivering need-based recommendations. Adept at determining and answering queries and cultivating cooperative relationships with customers and stakeholders. Instrumental at keeping data confidentiality and integrity as well as offering excellence in customer service. Thrive in fast-paced, dynamic, and challenging environments. Areas of Expertise

Customer Relationship Management

Process Optimization & Efficiency

Risk & Data Analysis

Continuous Improvement

Complaints/Issue Resolution

Operational Process/Procedures

Excellent Customer Service

Documentation & Reporting

Cross-functional Collaboration

Professional Experience

Nationwide Insurance, Des Moines, IA 2010 – Present Insurance Services Analyst

Operate computerized systems to effectively manage personal lines property and auto insurance policies for members, agents, underwriters, and third-party stakeholders.

• Acted as subject matter expert to provide peer mentoring and support to associates undergoing training by ensuring their proficiency in utilizing insurance systems and procedures.

• Recognized as Top 25 performer for consistently achieving outstanding results and exceeding performance targets. CDS Global, Boone, IA 2008 – 2012

Customer Service Representative

Employed computerized systems to process inbound telephone orders. Assisted customers with magazine subscription purchases and managed subscription inquiries and adjustments. Identified opportunities for additional sales during customer interactions to optimize revenue expansion and enhance customer satisfaction. Additional Experience

Substitute Teacher Nevada & Ames Community Schools Nevada & Ames, Iowa

• Completed all assignments, including extended placements in high school social studies departments. Teacher Des Moines Community Schools, Des Moines, Iowa

• Implemented project-based instructional strategies in high school summer sessions for U.S. and world history, fostering engagement for diverse student populations. Teacher Norwalk High School, Norwalk, Iowa

• Tailored instruction for English-language learners, taught subjects including civics, U.S. and AP U.S. history, collaborated for inclusive education, integrated writing framework, guided goal-setting, sponsored National Honor Society, coached debate, and contributed to educational quality initiatives. Education

Master of Arts in Education (CGPA 3.95)

Viterbo University, La Crosse, WI

Bachelor of Science in Education (CGPA 3.86)

Drake University, Des Moines, Iowa

Certifications

State of Iowa Master Educator License

Endorsements in 5-12 American History (158) & World History (166) Endorsements in Elementary K-6 (102) & Reading K-8 (148) National Personal Lines Property & Casualty Insurance

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