Donita Alexander

I’m a Remote Support Specialist who manages and de-escalates 85+ high-tension customer calls daily while maintaining a 95% satisfaction rate on a first-contact basis. I serve as a liaison for 674 physical locations, addressing delinquent accounts, payments, property issues, and billing inquiries.

I streamline customer query resolution by handling 40+ interactions via live chat and email, while keeping an updated knowledge base of current products, services, pricing, and promotions. I use Salesforce to track and analyze customer data, identifying common pain points that decrease recurring complaints by 15%.

Earlier, as a Client Success Associate at Van Michael (March 2014–September 2023), I directed multi-site service coordination, collaborated cross-functionally to resolve complex client issues quickly, and documented accounts to expedite claim resolution. I also performed high-volume data synthesis and CRM administration with precision, supported by my Associates Degree candidate status in Sociology.