Iyanna Gurley
Plymouth,MN
Summary
Secure a position that will enable me to use my strong communication & organizational skills, customer service background and my ability to work well with others
Overview
22
22
years of professional experience
Work History
Customer Service Representative/Dispatcher/Supervisor
Total Comfort Heating and Cooling
Golden Valley, MN
03.2018 - Current
- Developed positive relationships with customers through friendly interactions.
- Contacted customers about potential service upgrades, new services and account changes.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered customer inquiries and provide accurate information regarding products and services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Collected deposits or payments and arranged for billing.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Verified driver credentials prior to assigning them a route or task.
- Dispatched drivers to meet daily delivery needs for company customers.
- Answered customer requests with information about product availability, shipping information and status updates.
- Using scheduling programs (ServiceTitan, Salesforce).
- Worked effectively in team environments to make the workplace more productive.
- Updated and maintained databases with current information.
Pet Helpline Representative
Animal Humane Society
Golden Valley, MN
01.2016 - 09.2019
- Schedule appointments for surrender.
- Set up users, pets in PetPoint, and IAMS.
- Answer incoming emails and chats regarding all things pet-related.
- Advise customers on Behavior Help Line benefits, and training classes offered.
- Confirm scheduled appointments for customers.
- Call back on appointment “no-shows” to potentially reschedule.
- Check the lost pet pages, and try to match up owners and 'found' pets.
- Counsel customers who just need advice.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Greeted customers and responded to inquiries in a timely manner.
- Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
Credit Advisor
Target Corporate
Minneapolis, MN
05.2014 - 01.2016
- Minimize losses by collecting overdue payments on Target RedCard Visa and Debit Card.
- Handled multiple phone lines for inbound and outbound calls.
- Review multiple accounts.
- Remove fees.
- Examine the guests' financial state, and help formulate an action plan to reduce future delinquency.
- Explain the requirements for credit cards and bill pay.
- Proactively driving results on compliance issues.
- Assisted in training new hires: listened to calls, scored calls, and went over procedures, policies, and compliance.
- Drafted payment plans and educated customers on budgeting techniques and managing finances responsibly.
- Responded promptly to inquiries from customers regarding their accounts or services offered by the company.
- Evaluated customers' existing debt obligations and recommended suitable refinancing options as needed.
- Identified needs of customers promptly and efficiently.
Office Support Clerk III/ Collector
TCF Bank
Minneapolis, MN
06.2012 - 05.2014
- Perform Clerical task such as answering the phones, handling mail, operating office equipment and maintaining office supplies
- Prepare reports and research account information
- Balance general ledger entries
- Placed holds on accounts
- Identifying types of losses on individual accounts that were closed and/or sent to collections
- Formatting reports using Excel
- Logging bankruptcy information
- Speaking to a number of clients and fielding a large number of calls during investigations
- Competent at using a large variety of tools and systems, as well as knowing several established guidelines and procedures
- Review multiple Collection Reports to ensure accuracy
Dietary Aide & Dietary Aide Supervisor
Augustana Nursing Home
Minneapolis, MN
02.2009 - 06.2012
- Managed special menus for elderly residents
- Establish meal plans that were correct, satisfying and followed health precautions, allergy restrictions and dietary information
- Monitored and confirmed residents received their assigned meals
- Scheduled staff per residential needs
- Supervised meal preparation
- Kept staff on task
- Implemented staff & resident appreciation events
- Ensured a safe and fun work environment for staff
Team Lead
Brand Name Deals
Fridley, MN
01.2003 - 01.2007
- Managed Customer Service Desk, answering customers’ calls and providing a solution when an issue arose
- Provided exceptional customer service thus setting apart company from competitors
- Basic Cashier Duties when needed
- Managed cash drawer for all cashiers; making sure all drawers were balanced at all times
- Conducted weekly inventory logs following Inventory Control Procedures
- Stocked inventory
- Assisted in the Electronics department
- Pricing
Education
Trade - Culinary Arts
Hubert H. Humphrey Job Corps
01.2009
High School Diploma -
Columbia Heights High School
01.2004
Skills
- Superior customer service skills
- Strong organizational skills
- Very detail oriented
- Ability to work independently
- Ability to work with a team
- Commitment to positive work environment
- Ability to adapt to situations
- Strong leadership traits
- Good integrity
- Strong work ethic
- Proficient in Excel
- Proficient in Microsoft Word
- Proficient in Microsoft Outlook
- Proficient in Avaya
- Proficient in Tsys
- Proficient in Passport Systems
- Typing speed of 40wpm
Accomplishments
- Various leadership awards
- Dorm Leader
- ServSafe Certification
- Volunteer work for the state of Minnesota; Flood Relief, Minneapolis Bike Marathon, and Homeless Shelters
- Personal Care Assistant Certification (PCA)
Timeline
Customer Service Representative/Dispatcher/Supervisor
Total Comfort Heating and Cooling
03.2018 - Current
Pet Helpline Representative
Animal Humane Society
01.2016 - 09.2019
Credit Advisor
Target Corporate
05.2014 - 01.2016
Office Support Clerk III/ Collector
TCF Bank
06.2012 - 05.2014
Dietary Aide & Dietary Aide Supervisor
Augustana Nursing Home
02.2009 - 06.2012
Team Lead
Brand Name Deals
01.2003 - 01.2007
Trade - Culinary Arts
Hubert H. Humphrey Job Corps
High School Diploma -
Columbia Heights High School
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