Dynamic Customer Support Specialist and Mentor

*********@*****.*** Bridgeport, *****, Texas

940-***-**** linkedin.com/in/dona-hull

SUMMARY

Dynamic Customer Service Advocate with extensive experience in providing exceptional support and resolving complex issues for military beneficiaries. Over 5 years of diverse expertise that includes technical support for Apple devices and a proven track record of increasing sales by 30% and improving customer satisfaction by 20%. Skilled at mentoring and guiding individuals in personal development. Committed to enhancing customer experiences and operational efficiency, ready to contribute effectively to any innovative team. WORK EXPERIENCE

Customer Service Advocate

Veteran Government Services * Humana Military Tricare East • Remote 09/2024 – Present

Assist military beneficiaries with coverage-related inquiries under Tricare Humana Military. Facilitate support for referrals and authorizations to ensure seamless service delivery. Provide technical assistance, enhancing customer satisfaction while resolving complex issues. Mentor

AmeriCorps • Fort Worth Texas

01/2024 – 08/2024

Guided youth transitioning from incarceration, offering insights into personal development and goal setting. Supported the integration of youth into society by sharing valuable resources and strategies for effective social adaptation.

Technical Support Advisor

Conduent • Remote

11/2022 – 12/2023

Delivered Tier 2 technical support for Apple devices, including iPhone, iPad, AirPods, and Mac. Employed analytical skills to troubleshoot and resolve a variety of technical issues efficiently. Store Manager / Sales

Mattress Depot • Decatur Texas

08/2020 – 12/2020

Oversaw daily store operations, managing financial transactions, sales orders, invoices, and QuickBooks. Achieved over $15,000 in monthly sales, consistently meeting 100% of sales quotas through effective negotiation and product knowledge.

Developed and managed social media marketing materials, resulting in a 20% increase in customer traffic. Conducted inventory audits and coordinated deliveries to ensure optimal operational efficiency. Dona Hull

Membership Specialist / Sales

Equity Lifestyles • Bridgeport Texas

08/2018 – 08/2020

Managed contracts for camping passes and upgraded memberships, collecting customer financial information for financing options.

Boosted sales by 30% at the assigned property through persuasive sales strategies. Addressed member complaints and escalations by investigating issues and implementing effective solutions.

Cross-trained as a Property Manager, serving as the point of contact during the manager's absence. Quality Analyst

Bank of America • Fort Worth Texas

02/2009 – 08/2016

Advanced to the mortgage quality control department within six months of starting as a floor leader. Honored as the top Quality Analyst for Spring Quarter 2010. Revised the Quality Control Scorecard, enhancing customer satisfaction by 20% and ensuring compliance with banking regulations.

Educated associates on policies and procedures through one-on-one sessions and group training for up to 20 members.

Consistently received outstanding customer reviews (1-10 per month). EDUCATION

Bachelor’s of Arts

University of Arizona • Virtual

2012 – 2014

SKILLS

LANGUAGES

English Native

Apple devices support Troubleshooting Problem-solving Negotiation Closing techniques Sales forecasting Financial oversight Team leadership Training and development Social media marketing Content creation Campaign management QuickBooks Microsoft Office Suite Salesforce Active listening Conflict resolution Customer satisfaction Mentoring Guidance Goal setting Integration Social adaptation Analytical skills Persuasive sales strategies Customer reviews

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