Donna Grilli
Pittsburgh
Summary
Adept at fostering team growth and enhancing customer satisfaction, I excelled at CardWorks Servicing by implementing strategic planning and active listening to resolve complex issues, achieving a notable increase in client retention. My leadership in customer care and facilitation techniques propelled operational excellence and staff development.
Overview
7
7
years of professional experience
Work History
Team Leader - Customer Care
Cardworks Servicing
04.2021 - 07.2023
- Conducted regular evaluations of staff performance, providing coaching sessions as needed to support ongoing development.
- Managed daily operations of the Customer Care Team, ensuring prompt response times and accurate issue resolution.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing timely solutions.
- Coordinated with other departments to resolve complex customer issues, resulting in increased client retention rates.
- Mentored new team members, fostering a positive work environment and promoting professional growth.
- Assisted in hiring decisions by conducting interviews and evaluating potential candidates for the Customer Care Team Lead position.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Collaborated with management to develop strategies for improving overall customer experience.
- Provided constructive feedback to team members on their performance, encouraging continuous learning and development.
- Created a positive work culture that fostered collaboration, teamwork, and open communication among team members.
- Navigated multiple computer systems and applications to find information.
- Maintained up-to-date knowledge of product and service changes.
Facilitator - Customer Care Unit
CardWorks Servicing
03.2016 - 04.2021
- Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Increased participant engagement by incorporating interactive activities and group discussions into sessions.
- Enhanced program effectiveness by collaborating with colleagues to review and revise curriculum content regularly.
- Served as a resource for trainees post-session completion by providing follow-up support via email or phone consultations.
- Improved client satisfaction by tailoring facilitation techniques to meet diverse group needs.
- Developed mentorship program, connecting experienced professionals with newcomers to foster skill development.
Education
High School Diploma -
Carrick High School
Pittsburgh PASkills
- Customer service
- Strategic planning
- Time management
- Facilitation techniques
- Multitasking and organization
- Staff management
- Inbound customer service
- Active listening
- Inclusivity
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Assertiveness
- Problem resolution
- Relationship building
- Email communication
- Customer relations
- First call resolution
- Call center experience
- Task delegation
Timeline
Team Leader - Customer Care
Cardworks Servicing
04.2021 - 07.2023
Facilitator - Customer Care Unit
CardWorks Servicing
03.2016 - 04.2021
High School Diploma -
Carrick High School
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