Donald Michael Rowland

DONALD, MICHAEL ROWLAND -, - |-A team player with a commitment to customer service through years of work experience in various administrative roles, who possess the ability to communicate confidently at all levels. With a reputation for delivering high quality and personal service to my work, I possess plenty of initiative and a great desire to contribute to the ongoing success of any office. Apart from being highly organized, I believe my strong background and experience in a professional work environment makes me a great asset for your organization. PROFESSIONAL EXPERIENCE WATCH TOWER SOCIETY OF JEHOVAH'S WITNESSES LTD/GTE (CUSTOMER SERVICE) 2020 – 2023 • Maintained a high level of professionalism when dealing with difficult customers. • Handled customer complaints and inquiries in a courteous and efficient manner. • Provided exceptional customer service to ensure customer satisfaction. • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers. • Resolved customer complaints promptly and efficiently. • Developed strong customer relationships and loyalty through effective communication. • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers. • Developed positive relationships with customers through friendly interactions. • Responded to telephone inquiries and complaints following standard operating procedures. • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships. • Addressed customers courteously using suitable methods and problem-solving skills. • Displayed strong organizational skills while managing multiple projects simultaneously. • Performed data entry tasks accurately and in a timely manner. • Utilized problem-solving techniques to identify solutions for complex customer inquiries. • Assisted with training and mentoring new team members. • Processed orders, returns, and exchanges in an accurate and efficient manner. • Adhered to company policies and procedures while providing superior service. • Assisted customers with product selection by providing detailed information about available products and services. • Maintained an updated knowledge base of current products, services, pricing, promotions. • Met daily customer service quotas with a focus on quality. • Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided. • Remained open to feedback from supervisor and peers to build and improve skills set. • Updated and maintained database with accurate customer information and timely data entry. • Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues. • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts. • Logged details of customer service calls in computer system following correct protocols. • Processed orders and detailed transaction information to customers. • Provided account information to customers and explained bill service policies and customer rights. • Tracked all incoming calls and emails from customers using appropriate software applications. • Investigated and researched issues to determine root causes and appropriate resolution methods. • Conducted regular follow-up calls with customers after resolving their issues. • Identified opportunities for upselling additional products or services based on customer needs. EDUCATION PENIELVILE INTERNATIONAL SECONDARY SCHOOL PENIELVILE INTERNATIONAL PRIMARY SCHOOL - SKILLS & OTHER • • • • • Customer service Analytical Thinker Data Entry Microsoft Office Suite Bookkeeping Procedures • • • • • Photography Videography Attention to detail Cybersecurity Prioritization CERTIFIATIONS • • Senior Secondary Certificate Primary School Certificate -