Donna Elwin Email & Phone Number

Petal, Ms, Us

Hattiesburg, Ms, Us

Oregon, United States

• Consistently ranked as the #1 Support Representative for two consecutive quarters.• Received Embodies Dutchie Values Award that was voted by the entire Support team.• Hand-selected to join a specialized team dedicated to providing white-glove service to new users.• Mastered the Dutchie E-Commerce platform and provided extensive customer support via email, phones, and live chat channels, resolving queries promptly and efficiently.• Expertly resolved real-time issues involving numerous software integrations, demonstrating extensive knowledge and proficiency in managing and troubleshooting a wide range of interconnected systems.• Consistently met and exceeded performance metrics in a fast-paced, high-change environment.• Navigated the complexities of a heavily regulated, compliance-based industry.• Maintained a strong customer focus, actively listening, providing clear information, and building rapport under pressure.• Collaborated cross-functionally with teams, including Implementation Strategists, Customer Success Managers, and Product Support Engineers, to facilitate issue escalations and resolutions.• Provided feedback to the product organization for future platform development and improvement.• Highly proficient with tools such as Zendesk, Salesforce, Jira, Confluence, LogRocket, Slack, Google Suite, Assembled, and Retool.• Maintained 95% and above CSATs and frequently received positive customer satisfaction feedback.

Hattiesburg, Mississippi Area

• Created and managed all aspects of a podcast with over 100,000 monthly downloads, including show format, content/scripts, and website.• Conducted research for episode topics and created engaging content.• Established and managed a successful Patreon campaign, generating over $4,000 in monthly revenue.• Designed and operated a merch program, achieving over $500 in monthly sales and managed WordPress, Shopify, and Printful for merch and website.• Created social media graphics with Canva and successfully ran social media platforms, growing to 7K Instagram followers and 5.2K Facebook members.• Attended podcast festivals to interact with listeners and network with industry peers.

Scotland, United Kingdom

• Provided remote support to a global team, focusing on onboarding, activating, and engaging customers for a SaaS startup.• Achieved a 95% customer satisfaction rating through effective communication and support.• Managed 30+ customer support chats daily, handling new customer enrollments, technical support, issue resolution, and escalations.• Utilized Intercom for ticketing, Asana for project management, Notion for support documentation and Stripe for subscription management and billing reconciliation.• Developed and implemented troubleshooting documentation and wrote bug reports for Quality Assurance.• Prioritized workflows and generated bi-weekly internal reports on customer success for the team.• Hosted weekly “Office Hours” sessions for free training and support to members.• Designed and led workshops for members and customers, enabling them to excel and become experts in various aspects of their field.• Engaged with the community on Circle, fostering positive interactions and support.• Worked independently while collaborating with other teams to achieve shared goals.

Little Rock

• Provided remote support, handling 20+ customer interactions daily to ensure satisfaction through detailed and compassionate service to ensure customer satisfaction.• Made outbound calls to prospective customers.• Placed orders and provided tracking updates to customers.• Collaborated with engineers and brands to become a product specialist across company product lines.• Strategized with vendors to grow relationships and maintain productive relationships. • Collaborated with teammates to focus on retention and renewals. • Utilized Salesforce for CRM, Microsoft Access for creating purchase orders, and Excel for generating customer quotes.

Ellisville, Mississippi

- Managed and nurtured relationships with 10+ vendors within designated territory.- Provided consultation to 25+ customers daily, effectively resolving conflicts and addressing concerns.- Facilitated deal registrations on behalf of customers, ensuring seamless transactions.- Coordinated product evaluations and scheduled conference calls to support sales initiatives.- Conducted training sessions for 5+ new inside sales representatives within the education sector.- Scheduled product evaluations and conference calls as required to support customer needs.