Customer Service Support Specialist
Resume:
Resume
Senior Customer Service & Support Manager
Personal Information
Name:
Email address:
Phone number:
Address:
Date / Place of birth:
Donna Lumpkin
*********************@*****.***
1591 Lane Ave S, jacksonville, 32210, United States 03/16/1991 / united states
Professional Summary
Experienced Senior Customer Service & Support Manager with a proven track record of leading high- performing teams and delivering exceptional customer experiences. Skilled in developing and implementing strategic plans to improve customer satisfaction and retention. Proficient in analyzing data and identifying areas for process improvement. Excellent communication and leadership abilities, with a focus on driving team performance and achieving business goals. Passionate about providing top-notch support and creating positive customer relationships.
Work Experience
April 2024 - June 2025 Client Support Specialist (Remote), Primerica, jacksonville As a Client Support Specialist at Primerica, I am responsible for providing exceptional support and education to clients on a remote basis. I ensure that clients have a clear understanding of our financial products and services, helping them make confident decisions. I take a consultative approach to address client inquiries, resolve any issues that arise, and cultivate long-term relationships with clients. I meticulously document all client interactions to ensure accurate and efficient communication. My goal is to provide top-notch support and assistance to all clients, helping them achieve their financial goals with Primerica.
January 2020 - November
2023
Customer Service Manager (Remote), Sunrise Solutions Inc., jacksonville
As a Customer Service Manager at Sunrise Solutions Inc., I successfully led and developed a team of 12+ remote customer service representatives spanning multiple time zones. By fostering a collaborative and high-achieving virtual environment, I effectively boosted team performance. Through analyzing key performance indicators (KPIs) and implementing targeted coaching strategies, I was able to achieve a significant 25% improvement in average response time. My dedication to creating a supportive and efficient team culture ultimately contributed to the overall success of our customer service operations.
February 2018 - December
2020
Customer Support Representative / Bookkeeper (Remote), EverGreen Assistants LLC, jacksonville
As a Customer Support Representative/Bookkeeper at EverGreen Assistants LLC, I successfully resolved complex customer inquiries through phone, email, and live chat, maintaining a 98% issue resolution rate for our national client base. Additionally, I managed all bookkeeping functions using QuickBooks, which included invoicing, account reconciliation, and financial reporting, ensuring 100% accuracy in all financial transactions. My attention to detail and strong communication skills allowed me to effectively support both our customers and our financial operations remotely.
October 2014 - October 2017 Call Center Agent / Scheduler (Remote), Coastal Contact Services
, jacksonville
volume while maintaining a courteous and professional demeanor. Utilized various software programs to input and track customer information accurately. Collaborated with colleagues to ensure seamless customer service experience. Adhered to company policies and procedures to uphold quality standards. Demonstrated strong problem-solving skills and attention to detail in resolving customer issues. Maintained a positive attitude and remained calm under pressure to provide excellent service to all customers. April 2011 - July 2013 Customer Service Representative (Remote), BrightPath Communications, jacksonville
As a Customer Service Representative at BrightPath Communications, I was responsible for managing a high volume of inbound and outbound calls. My primary focus was on processing orders efficiently and effectively resolving customer issues to ensure their satisfaction. In addition to handling customer inquiries, I also played a key role in team training by assisting new hires in understanding call scripts and CRM systems. This contribution helped streamline the onboarding process and ensure that all team members were equipped to provide top-notch service to our customers. Throughout my time at BrightPath Communications, I consistently maintained a high level of customer satisfaction, reflecting my dedication to delivering exceptional service. My attention to detail and strong communication skills were instrumental in building positive relationships with customers and addressing their needs in a timely and professional manner.
November 2008 - June 2013 Supervisor, Popeys, jacksonville As a Supervisor at Popeyes, I led a team of over 10 crew members during busy shifts, ensuring that we maintained Popeyes’ high operational standards for food safety, quality, and customer service. I was responsible for training new hires on point-of-sale (POS) systems, kitchen equipment protocols, and customer engagement strategies, which resulted in a 25% reduction in onboarding time. Additionally, I managed cash handling, conducted inventory counts, and ensured that all operational procedures were followed accurately. My role as a Supervisor at Popeyes allowed me to develop strong leadership skills and a deep understanding of the fast-food industry. April 2007 - April 2008 Customer Service Representative / Cashier, Uhual, jacksonville Processed rental agreements, payments, and returns efficiently and accurately for a high-volume customer base, ensuring a smooth and positive customer experience.
Provided knowledgeable advice on truck and equipment rentals, upselling moving supplies and insurance to meet customer needs and increase sales.
Maintained a clean and organized counter area, handled cash and card transactions with precision, and balanced the register drawer at the end of each shift.
Addressed customer inquiries and resolved issues regarding rentals, billing, and equipment availability with a calm and professional demeanor.
Education
September 2005 - May 2007 High School Diploma, Riverside High School, jacksonville I earned my High School Diploma from Riverside High School, where I excelled in English language studies. I demonstrated strong communication skills through writing, speaking, and critical analysis. I actively participated in class discussions, presentations, and literary projects, showcasing my passion for language and literature. My education at Riverside High School provided me with a solid foundation in English language, preparing me for future academic and professional endeavors.
Skills
Conflict Resolution
Beginner
Critical Thinking
Beginner
Multitasking
Beginner
Data Analysis
Beginner
Presentation Skills
Beginner
Technical Proficiency
Beginner
Project Management
Beginner
Design Skills
Beginner
Leadership
Beginner
Contact this candidate