Iyanna Clyburn
Hampton,GA
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Teleperformance-WellCare Medicaid
Hampton, GA
03.2023 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Consulted with customers to resolve service and billing issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Prevented key account losses by researching discrepancies and correcting problems.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding medicaid accounts and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Educated customers on special pricing opportunities and company offerings.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Increased customer satisfaction ratings 100% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Updated databases with new and modified customer data.
- Developed strong relationships with customers by providing personalized assistance and support.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Team Lead
Chick-fil-A
Hampton, GA
09.2022 - 08.2023
- Resolved escalated customer complaints or queries promptly and efficiently.
- Maintained positive working relationship with fellow staff and management.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Followed staffing strategies to achieve production goals.
- Fostered positive employee relationships through communication, training, and development coaching.
- Trained new staff in relevant processes and procedures.
- Identified opportunities for process improvements, implementing changes when required.
- Maintained daily inventory to facilitate successful material distribution.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Delegated daily tasks to team members to optimize group productivity.
Team Leader
BGR The Burger Joint
Bloomfield, NJ
07.2019 - 07.2022
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Maintained positive working relationship with fellow staff and management.
- Delegated daily tasks to team members to optimize group productivity.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Managed budgeting responsibilities including forecasting expenses, tracking spending, and preparing reports for upper management.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Ensured compliance with all safety regulations in the workplace.
- Implemented changes in response to changing business needs or customer demands.
- Fostered positive employee relationships through communication, training, and development coaching.
Education
Nursing - Nursing
Chamberlain University
Stockbridge, GA10-2026
High School Diploma -
Science Park High School
Newark, NJ06-2022
Skills
- Product Knowledge
- Data Collection
- Inbound and Outbound Calling
- Appointment Scheduling
- Complaint Resolution
- Paperwork Processing
- Data Entry
- Call Management
- Information Security
- Scheduling
- Account Updating
- Receiving Support
- Dispute Resolution
- Report Creation
- Proofreading
- Problem-Solving Abilities
- Problem Resolution
- Customer Relationship Management (CRM)
- Office Equipment Proficiency
- Typing Proficiency
- CRM Software
- Microsoft Office Suite
- Multi-Task Management
- Coordination
- Clerical Support
- Positive and Professional
- Active Listening
- Reading Comprehension
- Follow-Up Skills
- Staff Training
- Conflict Resolution
- Critical Thinking
- Calendaring
- Administrative Support
- Microsoft PowerPoint
- Microsoft Office Expertise
- Building Rapport
- Credit Card Payment Processing
- Technical Support
- Adaptive Team Player
- Professional Telephone Demeanor
- Retail Sales Customer Service
- Courteous Demeanor
- Filing
- Team Development
- Customer Education
- Customer Relations
- Delivery Scheduling
- Report Preparation
- Documentation
- Researching
- Call Triaging
- Microsoft Excel
- Retail Marketing
- Microsoft Outlook
- Medical Terminology Knowledge
- Schedule Mastery
- Customer Consulting
- Escalation Management
- Executive Management Support
- Research
Timeline
Customer Service Representative
Teleperformance-WellCare Medicaid
03.2023 - Current
Team Lead
Chick-fil-A
09.2022 - 08.2023
Team Leader
BGR The Burger Joint
07.2019 - 07.2022
Nursing - Nursing
Chamberlain University
High School Diploma -
Science Park High School
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