Donovan Lockett
Charlotte
Summary
Ambitious, detail-oriented professional with experience in team management and customer service with more than 6 years of successful experience. Currently seeking a position that utilizes and optimizes high level customer service skills, with an interest in areas of team leadership and customer service. Possesses strengths in areas of problem-solving, giving attention to detail, implementing proactive processes to increase productivity.
Overview
8
8
years of professional experience
Work History
Business Customer Service Specialist
Duke Energy
Charlotte
01.2022 - Current
- Served as a primary point of contact for business customers, addressing account management, billing inquiries, and service requests with professionalism and efficiency.
- Acted as a first responder to neighborhood and community outages, coordinating timely communication and support between customers and field operations teams.
- Led training sessions for team members on new policies, system updates, and team-building strategies to strengthen departmental performance.
- Utilized C4C, SAP, and Excel to manage customer data, process service orders, and generate operational reports.
- Ensured accuracy in billing adjustments and account updates while adhering to company policies and regulatory standards.
- Collaborated with internal departments to resolve complex service issues, driving improvements in customer satisfaction and operational efficiency.
Customer Service Representative
American Red Cross
Charlotte
12.2020 - 12.2021
- Provided exceptional customer service by responding to inquiries from donors, volunteers, and clients via phone, email, and in-person interactions.
- Assisted with scheduling blood donation appointments and resolving donor issues in a timely and empathetic manner.
- Maintained accurate records and updated donor information using internal databases and CRM systems.
- Supported community outreach efforts by sharing information about Red Cross services, events, and volunteer opportunities.
- Collaborated with cross-functional teams to ensure efficient service delivery and uphold organizational standards of care and responsiveness.
Program Specialist II
Eversana
Cincinnati
01.2020 - 10.2020
- Handled high-volume inbound calls from patients, pharmacies, and healthcare providers, providing program eligibility information.
- Conducted outbound calls to insurance companies to verify and discuss patient coverage and benefits.
- Created and maintained Excel spreadsheets for data intake, distributing relevant information to pharmacies and provider offices.
- Utilized CRM systems and proprietary software to manage sensitive personal data and application processing.
- Processed incoming applications and coordinated submission to management for official documentation and recordkeeping.
Teacher/Administrative Assistant
Learning Garden Academy
Cincinnati
07.2018 - 12.2019
- Provided daily support and supervision to children ages 5–12 in a structured before- and after-school program.
- Assisted students with homework and planned engaging educational and recreational activities.
- Fostered a positive, nurturing, and safe environment in collaboration with a co-teaching team.
- Supervised up to 60 children alongside a team of three staff members.
- Served as Administrative Assistant, managing incoming phone calls and maintaining organized records and documentation.
- Communicated with parents regarding upcoming events, field trips, and financial matters.
- Maintained and updated educational records, tracking individual student progress for designated classrooms.
Stocking Lead Assistant
Kroger
Cincinnati
08.2017 - 08.2018
- Supervised and delegated daily tasks to stocking team associates while maintaining and updating team timesheets.
- Ensured proper organization and distribution of products within the frozen food department, meeting all departmental standards.
- Managed weekly shipping logistics, including receiving and dispatching incoming and outgoing orders.
Education
Bowling Green state university - Business, Journalism
Bowling Green state university
Skills
- Leadership
- Communication
Timeline
Business Customer Service Specialist
Duke Energy
01.2022 - Current
Customer Service Representative
American Red Cross
12.2020 - 12.2021
Program Specialist II
Eversana
01.2020 - 10.2020
Teacher/Administrative Assistant
Learning Garden Academy
07.2018 - 12.2019
Stocking Lead Assistant
Kroger
08.2017 - 08.2018
Bowling Green state university - Business, Journalism
Bowling Green state university