Hilarie Ann Yard
Neptune City,NJ
Summary
Customer service professional with over 10 years of experience in client communication, hospitality, and customer retention. Proven ability to manage high-pressure situations, resolve complex issues, and deliver exceptional service. Seeking the next challenge to leverage extensive skills in customer service and leadership.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Red Bank Veterinary Hospital
Red Bank, USA
05.2023 - Current
- Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction.
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time targets.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Recognized as top-performing associate for consistently achieving high call volume with accuracy.
- Effectively handled escalated situations by remaining calm under pressure and de-escalating tense conversations with upset customers.
- Scheduled appointments with appropriate departments and assisted coworkers with inquiries.
- Supported other departments as needed.
Customer Service Representative
24-7 In Touch Abercrombie&. Fitch
Clearwater, USA
06.2019 - 06.2021
- Named Top Customer Service Agent five times; promoted to Trainer and Empathy Coach during ramp season.
- Resolved customer issues, managed accounts, and answered inquiries about merchandise and orders.
- Conducted customer service surveys and worked in an inbound call center.
- Collected and documented orders and concerns.
- Responded to inquiries and issues in a timely fashion.
- Responsible for troubleshooting applications for customers and coworkers.
- Worked both on-site and remote.
- Provided legendary customer service within 24-7's metrics.
Front Desk
Coconut Cove All Suite Hotel
Clearwater, USA
06.2018 - 07.2019
- Handled all aspects of guests' stays from reservations and check-in duties to concierge services and minor maintenance.
Home Health Aide
Private Duty In-Home Care
Manasquan, USA
02.2003 - 06.2017
- Private duty home health care companion.
- Oversaw medications, doctor appointments, cooking, shopping, and light housework.
Assistant Manager
The Chateau
Spring Lake, USA
04.1993 - 07.2002
- Handled all aspects of guests' stays from reservations & confirmations, check-in, concierge services to minor maintenance and light housekeeping.
- Took payments in cash, check, and did credit card deposits and chargebacks.
- Wrote copy for brochures and advertising, brand management, and maintained mailing list.
- Scheduled, trained, and oversaw staff.
- Managed payroll and sales tax.
- Provided breakfast and afternoon tea.
- Booked and ran conferences.
On-Air Personality
WBJB 90.5 FM
Lincroft, USA
12.1998 - 09.2001
- Announced music, weather, news, traffic, and public service announcements.
- Wrote copy.
- Participated in fundraisers.
- Hosted concerts and festivals the station sponsored.
Education
Communications Associate's -
Brookdale Community College
Lincroft, NJRadio Television Broadcasting Certificate -
Connecticut School of Broadcasting
Cherry Hill, NJSkills
- Microsoft Office
- Client communication
- Supervising experience
- Customer expectation management
- Phone etiquette
- Typing
- Customer retention
- Call center
- Customer service
- Data entry
- E-commerce
- Computer skills
- Client services
- Leadership
- Organizational skills
- Communication skills
- Multi-line phone systems
- Search Engine Optimization (SEO)
Certification
CPR Certification
Languages
English
Timeline
Customer Service Associate
Red Bank Veterinary Hospital
05.2023 - Current
Customer Service Representative
24-7 In Touch Abercrombie&. Fitch
06.2019 - 06.2021
Front Desk
Coconut Cove All Suite Hotel
06.2018 - 07.2019
Home Health Aide
Private Duty In-Home Care
02.2003 - 06.2017
On-Air Personality
WBJB 90.5 FM
12.1998 - 09.2001
Assistant Manager
The Chateau
04.1993 - 07.2002
Communications Associate's -
Brookdale Community College
Radio Television Broadcasting Certificate -
Connecticut School of Broadcasting