Donna Coates
Pittsburgh
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
25
25
years of professional experience
Work History
Branch Specialist
AAA East Central
Monroeville, PA
12.2024 - Current
- Facilitated customer service operations, resolving member inquiries and enhancing satisfaction levels.
- Delivers quality service to processes DMV transactions for the State of Pennsylvania
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Processes Notary work for customers both in DMV transactions and personal transactions
- Delivered exceptional customer service by addressing inquiries and resolving issues effectively.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Custom Frame Manager
Michaels Arts and Crafts
Tarentum, PA
04.2022 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Customer Service Representative
IBEX Global
Monroeville, PA
01.2021 - 10.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
Assistant Store Manager
Catherine's
Monroeville, PA
03.2014 - 08.2020
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Recruited and hired individuals demonstrating passion, dedication and added value to team.
Quality Control Supervisor
SPAR Inc.
Monroeville, PA
10.2001 - 12.2014
- Supervised and guided inspectors, technicians and other staff.
- Appraised customers' requirements and worked to maintain high satisfaction.
- Fielded customer complaints and rectified service issues.
- Troubleshot product issues and fixed problems.
Education
Bachelor of Science -
Indiana University of Pennsylvania
Indiana, PA05-1990
Skills
- Multi-Line Telephone Systems
- Customer Service
- Customer Relations
Timeline
Branch Specialist
AAA East Central
12.2024 - Current
Custom Frame Manager
Michaels Arts and Crafts
04.2022 - Current
Customer Service Representative
IBEX Global
01.2021 - 10.2022
Assistant Store Manager
Catherine's
03.2014 - 08.2020
Quality Control Supervisor
SPAR Inc.
10.2001 - 12.2014
Bachelor of Science -
Indiana University of Pennsylvania