Donna Baird
Brentwood,CA
Summary
Experienced with managing high-volume customer interactions and resolving complex issues efficiently. Utilizes strong communication skills to ensure customer satisfaction. Knowledge of best practices in customer service and maintaining positive client experience.
Knowledgeable [Desired Position] with history of effectively managing customer interactions and resolving issues promptly. Successfully created and implemented customer service strategies that improved satisfaction rates. Demonstrated expertise in communication and problem-solving.
Professional with robust experience in delivering exceptional customer experiences. Skilled in resolving complex issues, enhancing client satisfaction, and streamlining service processes. Strong focus on team collaboration, adaptability to changing environments, and achieving measurable results. Proficient in communication, problem-solving, and maintaining high standards of service.
Overview
37
37
years of professional experience
Work History
Customer Service Professional
HR Block LLC
01.2012 - 04.2025
- Assisted customers with inquiries, providing accurate information and resolving issues promptly.
- Learned company products and services to enhance customer interactions and support efforts.
- Maintained detailed records of customer interactions for follow-up and improvement purposes.
- Collaborated with team members to streamline processes and improve service delivery efficiency.
- Adapted quickly to new software systems for managing customer data and support requests.
- Engaged with customers through various channels, ensuring a positive service experience consistently.
- Participated in training sessions to develop skills in effective communication and problem-solving techniques.
- Supported management in identifying common issues and suggesting enhancements to service protocols.
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
Operations Manager
US Bank
04.1988 - 01.2011
- Streamlined operational processes to enhance efficiency and reduce lead times across departments.
- Implemented key performance indicators to monitor team productivity and operational success.
- Coordinated cross-functional teams to drive continuous improvement initiatives and optimize workflows.
- Mentored junior staff on best practices, fostering a culture of collaboration and knowledge sharing.
Education
Arroyo High School
San Lorenzo, CAAccomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Timeline
Customer Service Professional
HR Block LLC
01.2012 - 04.2025
Operations Manager
US Bank
04.1988 - 01.2011
Arroyo High School
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