DONNA CAMPELL
UPLAND
Summary
Dedicated Customer Care Specialist with a strong focus on service quality, problem resolution, and CRM management. Consistently exceeded service goals while mentoring junior team members and fostering effective teamwork.
Overview
30
30
years of professional experience
Work History
Customer Care Specialist
Ormco
Pomona
05.1998 - Current
- Provide exceptional customer support for orthodontic products and services.
- Delivered fast, friendly, knowledgeable service for routine questions and service complaints, enhancing customer experience.
- Researched resolutions, contacted necessary departments, and responded to customers by phone, mail, or fax.
- Exceeded company productivity standards on a consistent basis.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Resolved customer issues by identifying problems, researching solutions, and following up on outcomes, contributing to improved customer satisfaction.
- Collaborated with other teams such as sales, and operations in order to ensure a high level of service for all customers.
- Mentored junior team members and managed employee relationships.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Resolved customer inquiries through phone, email, and live chat channels.
- Collaborated with sales and technical teams to address client needs effectively.
- Maintained accurate records of customer interactions in the CRM system.
- Educated customers on product features, benefits, and usage guidelines.
- Assisted in training new team members on customer service protocols.
- Achieved high satisfaction score by consistently resolving first-call issues, reinforcing customer trust and loyalty.
Supervisor
Best Buy
Montclair
10.1998 - 04.2003
- Supervised daily operations and team activities in a fast-paced retail environment.
- Trained new employees on company policies and customer service standards.
- Coordinated team schedules to optimize coverage during peak hours.
- Monitored staff performance and provided constructive feedback for improvement.
- Directed and supervised team of 15 employees in daily operations.
- Evaluated team members' performance and delivered feedback to support their development.
- Maintained records of employee performance and attendance to ensure compliance and facilitate management decisions.
- Recruited, hired, trained, mentored, coached, and evaluated staff.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Interviewed prospective candidates to identify qualified individuals for open positions, contributing to team growth.
Lead Sales Associate
Harlequin Costume
Rancho Cucamonga
06.1996 - 10.1998
- Led sales team to consistently deliver customer service, generating maximum sales potential.
- Guided sales team to deliver exceptional customer service and enhance product knowledge.
- Trained and developed new team members to improve product knowledge and selling abilities.
- Trained new associates on effective sales techniques and store policies to improve team performance.
- Supervised a team of sales associates on daily tasks and operations.
- Cross-trained on different positions to best support team during peak periods.
- Analyzed sales trends to optimize product placement and merchandising strategies.
- Resolved customer complaints promptly, improving overall shopping experience and customer satisfaction.
- Resolved customer complaints in a timely manner while maintaining company standards of quality and service.
- Maintained up-to-date knowledge of store policies regarding payments, returns, and exchanges.
- Exceeded department expectations for productivity and accuracy levels.
Education
High School Diploma -
Upland High School
Upland, CA01-1996
Skills
- Customer support
- Customer relationship management
- CRM management
- Problem resolution
- Service quality
- Product education
- Employee training
- Mentorship and coaching
- Multitasking and organization
Timeline
Supervisor
Best Buy
10.1998 - 04.2003
Customer Care Specialist
Ormco
05.1998 - Current
Lead Sales Associate
Harlequin Costume
06.1996 - 10.1998
High School Diploma -
Upland High School