Iyonna Walker
Houston,TX
Summary
Results-driven Online Chat & Call Specialist promoting ways to improve customer engagement. A relationship-builder and multitasking professional Looking for the next amazing opportunity utilizing great skills in customer service in busy environment.
Overview
7
7
years of professional experience
Work History
Remote Care Team Representative
Sedgwick
10.2022 - Current
- Responded to customer inquiries and provided accurate information about products and services via approximately 60 incoming live chat & live calls per day from customers.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Researched customer inquiries to provide accurate and up-to-date information.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Assisted the department with email-based and phone support when call center was busy or short-staffed.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about insurance claims, Disability claims and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Remote Member Experience Sales Associate
Orangetheory Fitness
11.2022 - 07.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Handled complaints with prompt, courteous service to uphold professional reputation
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Verified customer identification and documentation for compliant transactions
- Maintained and managed customer files and databases.
Remote Style Consultant
Target
06.2021 - 11.2022
- Responded to customer calls and emails to answer questions about products and services
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Placed approximately 70 outbound customer service or customer satisfaction calls to follow up on issues per day.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Sought out extra training opportunities to enhance customer relationship management abilities
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
Remote Operations Specialist
JcPenney
04.2019 - 06.2020
- Created and updated records and files to maintain document compliance
- Performed work according to project schedules and established quality standards
- Tracked and recorded open and closed orders and change requests to prevent errors, keeping all team members aligned with current demands
- Provided technical support to project stakeholders to help meet project objectives
- Handled administrative duties, filing, and errands
- Offered technical support and troubleshot issues to enhance office productivity.
Lead Cashier
K&G Fashion Superstore
06.2017 - 04.2019
- Trained new cashiers and cross-trained other associates to drive results and achieve performance goals
- Balanced cash drawer, verified cash transfers and maintained electronic documents to generate daily reports
- Completed open and close functions to secure funds and properly conduct safe deposits
- Engaged with customers and monitored merchandise to deter theft
- Executed resets and planograms to highlight sales and promotional events
- Handled exchanges and returns and escalated customer complaints according to company policy.
BOH Team Member
Wendys
05.2017 - 04.2019
- Followed established recipes to prepare and cook menu items
- Measured portions and ingredients to minimize waste and control costs
- Cleaned and disinfected food preparation areas, workstations and equipment
- Kept kitchen operations running smoothly with expert grill maintenance and operation
- Stored food at proper temperature as required by food safety regulations
- Marinated, cut and cubed meat in preparation for entrees and appetizers.
Education
High School Diploma -
Alief Taylor High School
Texas05.2017
Skills
- Service upselling
- Inbound call answering
- Retail marketing
- Customer relations
- Task prioritization
- Multitasking
- Analysis and Critical Thinking
- Data Backups
- Documentation and Reporting
- Technical Support
- Access Issue Resolution
- Queue Management
Hobbies and Interests
- Painting
- Star Gazing
- Wine Tasting
- Feng Shui Decorating
Timeline
Remote Member Experience Sales Associate
Orangetheory Fitness
11.2022 - 07.2023
Remote Care Team Representative
Sedgwick
10.2022 - Current
Remote Style Consultant
Target
06.2021 - 11.2022
Remote Operations Specialist
JcPenney
04.2019 - 06.2020
Lead Cashier
K&G Fashion Superstore
06.2017 - 04.2019
BOH Team Member
Wendys
05.2017 - 04.2019
High School Diploma -
Alief Taylor High School
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