Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lucinda M. Yazzie

Mesa,AZ

Summary

Possesses excellent communication and problem-solving skills. Knowledgeable and dedicated customer service professional with extensive experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Hardworking and passionate job seeker with strong organizational skills eager to secure any entry-level position.

Overview

16
16
years of professional experience

Work History

Customer Experience Professional

Lowes Home Improvment
07.2022 - 06.2023
  • Cooperated closely with other departments to support achievement of customer experience outcomes.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Investigated customer complaints and escalated issues to address critical requests.
  • Adhered to established customer satisfaction strategies to support swift issue resolution.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.

Office Assistant

Apache Junction WGA
02.2022 - 06.2022
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Maintained and updated office records, both digital and physical.
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Ordered office supplies and kept office stocked with needed resources to operate smoothly.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Input data into spreadsheets and databases.
  • Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
  • Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
  • Coordinated and scheduled meetings and appointments.
  • Created and maintained detailed records of all office activities.
  • Compiled and analyzed data to produce reports.
  • Edited and proofread documents for accuracy and completeness.
  • Utilized office management software to record and track customer information.
  • Reviewed files, records and other documents to obtain information to respond to requests.
  • Managed daily data entry and kept clerical information accurate and up-to-date.

Customer Service Representative

Allied Cash Advance
05.2021 - 06.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Provided primary customer support to internal and external customers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Night Auditor

Twin Arrows Casino Resort
04.2013 - 12.2015
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Generated and printed daily financial reports to track hotel performance.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Updated customer accounts with add-on room charges, minibar use, and room service bills.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Laundry Attendant

Handy Laundromat
09.2010 - 12.2010
  • Operated laundry equipment and loaded machines, paying careful attention to capacity restrictions.
  • Assisted with cleaning and maintenance of laundry equipment to keep machines in proper working order.
  • Set up wash and dry cycles with appropriate settings such as spin speed, temperature, and cleaning agents.
  • Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
  • Received and counted clothing items to provide fees and date of pick up for customers.
  • Operated traditional and computer-operated washers and dryers while observing all safety protocols.
  • Loaded and unloaded machines, ironed pieces and folded cleaned items, typically handling over Number pieces per shift for large $Amount revenue-producing business.
  • Used POS system to collect payments from customers, providing invoice for proof of transaction.
  • Operated machines correctly by following machine instructions and safety regulations.
  • Cleaned machine filters and lubricated equipment.
  • Maintained safety practices at all times to protect personnel and laundry loads.
  • Delivered superior customer service by responding to inquiries and complaints.
  • Monitored customer laundry loads to reach proper wash cycle times.

Front Desk Agent

Quality Inn
05.2009 - 09.2010
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Used internal software to process reservations, check-ins and check-outs.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Oversaw fast-paced front desk operations and guests' needs at busy faculty.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Peer Support Specialist

Winslow Stabilization Center
05.2007 - 06.2009
  • Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.
  • Demonstrated extensive knowledge of recovery and wellness principles and shared this information with others struggling during recovery.
  • Assisted individuals in identifying and re-engaging with family, friends and other natural supports to build support system..
  • Transported individuals to medical appointments and support meetings whenever needed.
  • Participated in clinical staffing meetings and coordinated with clinical staff to develop and implement individualized treatment plans.
  • Provided ongoing assessment, problem-solving and skill teaching to assist individuals with activities of daily living.
  • Communicated with individuals' family members, offering information and insight into support services available at community level.
  • Attended classes and seminars to enhance knowledge of equipment and operating systems.
  • Listened to clients' concerns and provided encouragement and support.
  • Maintained computers, printers and technical resources to avoid disruption in operations.
  • Supported individuals dealing with mental health and emotional issues.
  • Designed safe and supportive environment for clients to discuss issues.
  • Educated clients on dangers of substance abuse and prevention techniques.
  • Managed patients with substance dependence and co-occurring Axis I and Axis II disorders.
  • Developed treatment plans to help clients build self-confidence and resilience.
  • Facilitated group counseling sessions to support and encourage client growth.
  • Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
  • Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
  • Organized clinical interventions and treatment plans for patients suffering from chronic pain disorders.

Education

N/A -

Northland Pioneer College
Holbrook, AZ

CERTIFICATE - Nursing Assistance

Northland Pioneer College
Holbrook, AZ
2007

G.E.D. - General Studies

College of Eastern Utah
Blanding, UT
05.1996

Skills

  • Call Volume and Quality Metrics
  • Investigate Claims
  • Billing Adjustments and Refunds
  • Microsoft Office
  • Order and Refund Processing
  • Billing Procedures
  • Trained in Salesforce
  • Store Opening
  • Document and Records Management
  • Escalated Call Handling
  • POS Systems and Ordering Platforms
  • Process Transactions
  • Call Control
  • Livechat Messaging

Timeline

Customer Experience Professional

Lowes Home Improvment
07.2022 - 06.2023

Office Assistant

Apache Junction WGA
02.2022 - 06.2022

Customer Service Representative

Allied Cash Advance
05.2021 - 06.2021

Night Auditor

Twin Arrows Casino Resort
04.2013 - 12.2015

Laundry Attendant

Handy Laundromat
09.2010 - 12.2010

Front Desk Agent

Quality Inn
05.2009 - 09.2010

Peer Support Specialist

Winslow Stabilization Center
05.2007 - 06.2009

N/A -

Northland Pioneer College

CERTIFICATE - Nursing Assistance

Northland Pioneer College

G.E.D. - General Studies

College of Eastern Utah

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Lucinda M. Yazzie