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Skills

  • Call scripting and adaptation
  • Documentation
  • Product and service knowledge
  • Communications
  • Data tracking and analysis
  • CRM reporting and follow-up management
  • Fundraising campaign optimization
  • Handling high-volume call environments
  • Problem resolution
  • Outbound and inbound calls

Work Experiences

  • Collaborated with supervisors to refine call scripts, increasing donor engagement rates by 22% over 18 months.
  • Awarded Outstanding Service Award for exceeding donation goals.
  • Collaborated with internal analytics team to refine lead lists, increasing call-to-donation rates by 44% over several months.
  • Generated a minimum of 17 new leads every day.
  • Boosted repeat donation rates by 29%.
  • Conducted proactive outreach to previous donors.
  • Collaborated with marketing and communications teams.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Overcame objections by employing friendly and persuasion tactics.
  • Awarded Innovation Award for exceeding donation goals for three consecutive months, contributing to a 73% increase in annual fundraising.

Summaries

  • Committed to delivering exceptional donor experiences, resulting in reduced call drop rates by 28% and consistently hitting monthly fundraising goals. Skilled in CRM data entry and follow-up coordination.
  • Achieved 38% repeat contributions.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Costs were consistently reduced while profits were increased.
  • Achieved conversion rates of 17%.
  • Having the ability to build rapport with each customer.
  • Collaborative team player with extensive cross-departmental experience, reducing hold times by 73% during peak call periods while contributing to overall call center efficiency.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Known for thriving in fast-paced, high-stress situations.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Collaborated with team of 5 in the development of initiative.
  • Consistently exceeded daily call targets by an average of 66% over the course of 6 months.
  • Utilized donor insight tools to engage past donors, resulting in a 34% increase in repeat contributions.
  • Improved personal call-to-pledge conversion metrics by 53% using advanced CRM data analysis techniques.
  • Developed and implemented follow-up protocols, reducing pledge cancellation rates by 62%.
  • Successfully led donor retention campaigns that increased returning donor rates by 53% year-over-year.
  • Exceeded departmental priority fundraising goals by 72%, securing $3 in donations through effective communication strategies.
  • Improved donor data entry accuracy by 32%, enabling smoother follow-up and better donor segmentation.
  • Utilized advanced CRM tools to manage donor relationships, resulting in a post-call satisfaction score of 74%.
  • Reduced call abandonment rate by 18% through proactive engagement techniques and enhanced call flow processes.

Affiliations

  • Rotary International
  • Global Call Center Association (GCCA)
  • Project Management Institute
  • National Association of Social Workers
  • American Society of Association Executives (ASAE)
  • Association of Fundraising Professionals (AFP)
  • TechSoup Global Donor Networks
  • American Marketing Association
  • Toastmasters
  • Fundraising Institute of Columbus

Certifications

  • CompTIA A+ Technician
  • Advanced Strategies for Donor Stewardship from Northwind
  • Certified Nonprofit Professional (CNP)
  • Project Management Professional (PMP) for Nonprofits
  • Advanced Call Handling Techniques for Fundraising from Northwind
  • Certified Tele-Fundraiser (CTF) from Cedar Works
  • First Aid/CPR Certified
  • Fundamentals of Fundraising from AFP (Association of Fundraising Professionals)
  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)

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