donna masukawa

* Designated Subject Matter Expert for department training of major software system change; * Tracked national and regional advertisements and adherence of sales personnel to promotion restrictions for sales management to reduce unauthorized sales compensation. * Sales support and ancillary sales representative assisting customers with equipment shipment information and accessory sales * Converted telephone sales orders into billing accounts and equipment orders * Expedited exchange orders and non-deliverable address issues

* Answered incoming calls and provided customers technical assistance with service or equipment * Provided "One Call Resolution" with probing questions to resolve customer issues in the first call or follow-up when needed * Conducted billing plan analysis and recommended rate plan, features and/or promotional changes to fit customer usage and budget needs * Rerated service invoices due to errors or special considerations in exchange for contract extensions * Recommend equipment upgrades based on desired device features or cost considerations

* Rated Consistently Exceeds Expectations on 2014 annual performance review * Fraud and Credit Operations Specialist reviewing application information against verifiable consumer account records and credit bureau information for specialty merchant credit card approval * Contact customers to confirm recent purchase history and proactively reach out to victims of credit card fraud * Process improvement team member auditing existing procedures for updates, errors, broken links, and minor corrections * Communications liaison of peer requests for department policy and procedure improvements * Compare credit bureau information and alerts for possible identity theft * Correlate current charge card activity with previous history to detect likely fraudulent transactions * Team leader organizing recognition of co-worker achievements, birthdays and anniversaries

Key Achievement: passed Texas Insurance exam with 95% accuracy -Provided customer service responding to all inbound customer calls regarding personal lines policies -Identified and interpreted customer needs requesting policy review, changes to existing coverage, and make recommendations for coverage enhancements timely to aid in retention -Processed policyholder endorsements and communicated impact to policy premium -Interpreted policy contracts to insured based on knowledge of personal insurance auto products -Utilized on-line reference materials to provide confident, accurate, and efficient information.