Open to opportunities

donna lumpkin Lumpkin

@donnalumpkinlumpkin

Message

Senior Customer Service & Support Manager driving team performance and exceptional client experiences.

United States

Message

What I'm looking for

I seek a remote or hybrid customer support leadership role where I can improve KPIs, coach teams, and enhance customer satisfaction.

I am a Senior Customer Service & Support Manager with extensive remote leadership experience and a strong focus on client satisfaction.

I have led and developed teams of 12+ remote representatives across time zones, improving average response time by 25% through KPI analysis and targeted coaching strategies.

My background includes high-volume inbound/outbound support, training and onboarding, and bookkeeping with QuickBooks—where I maintained 100% transaction accuracy.

I combine data analysis, clear communication, and operational rigor to build supportive teams, resolve complex client issues, and drive customer retention.

Experience

Work history, roles, and key accomplishments

Current

Client Support Specialist

Current

Primerica

Provide remote consultative support and education on financial products, documenting client interactions and resolving issues to cultivate long-term relationships and informed client decisions.

client support Financial Products Remote Support CRM Documentation

Customer Service Manager

Sunrise Solutions Inc.

Nov 2020 - Apr 2024 (3 years 5 months)

Led and developed a remote team of 12+ representatives across time zones, improving average response time by 25% through KPI analysis and targeted coaching to boost team performance.

Team Leadership Remote Team Management KPI Analysis Coaching Customer Service Performance Improvement Cross Functional Communication

Customer Service Representative

BrightPath Communications

Feb 2018 - Dec 2020 (2 years 10 months)

Managed high volumes of inbound/outbound calls, processed orders, resolved customer issues, and contributed to new-hire training on call scripts and CRM systems to maintain high customer satisfaction.

Outbound Calling Order Processing CRM Training Calls Customer Satisfaction Onboarding Communication

Supervisor

Popeyes

Oct 2014 - Oct 2017 (3 years)

Supervised a team of 10+ crew during peak shifts, trained new hires on POS and kitchen protocols, and implemented onboarding improvements that reduced training time by 25% while ensuring operational standards.

Team Supervision Training Food Safety Inventory Management Cash Handling Onboarding Operational Compliance

Customer Support Representative

EverGreen Assistants LLC

Apr 2011 - Jul 2013 (2 years 3 months)

Resolved complex customer inquiries across phone, email, and chat with a 98% issue resolution rate and managed bookkeeping in QuickBooks, ensuring accurate invoicing and reconciliations.

Customer Support Quickbooks Bookkeeping Invoicing Account Reconciliation Remote Work Financial Reporting

Call Center Agent

Coastal Contact Services

Nov 2008 - Jun 2013 (4 years 7 months)

Handled high-volume call center duties including scheduling and accurate customer data entry, collaborated to maintain service quality, and resolved customer issues with attention to detail.

Call Center Operations Scheduling Data Entry Customer Service Problem Solving Collaboration Quality Multitasking

Customer Service Representative

U-Haul

Sep 2005 - May 2007 (1 year 8 months)

Processed rental agreements and transactions, provided product and upsell guidance, and maintained accurate cash handling and register reconciliation to ensure positive customer experiences.