Mary Yeaman
Yuma,AZ
Summary
Personable Customer Service Manager with more than 25 years experience. Dedicated to providing the highest level of customer service. Outgoing, and efficient with the capacity to multitask. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Experienced in customer service best practices and related options.
Overview
12
12
years of professional experience
Work History
Substitute Teacher, K-5
DODEA-Pacific
11.2022 - 03.2023
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Adapted lesson plans and student activities to meet needs of students with special learning needs.
- Incorporated technology into learning to enhance student engagement and learning.
- Developed lesson plans to align with grade-level standards and objectives.
Banking Center Service Specialist (BCSS)- Level 2
Community Bank, Operated by Bank of America
03.2021 - 04.2022
- Responsible for regular opening/closing of bank
- Driving transactions for customers after quickly connecting with them and directing them to the correct associate on our team to meet their needs if I cannot
- Processing transactions for personal customers for deposits, check cashing, dual currency exchanges, opening and closing of accounts, ATM servicing, Vault counting/maintenance, and all cash handling procedures
- Conducted large monetary transactions for organizational accounts on a constant and steady basis- including processing large cash deposits, conversions, cash exchanges, and account maintenance
- Assisting customers with inquires and problem resolution in person and over the phone in a composed and professional manner, as well as informing them of self-service technologies to help guide them in this area
- Do this while maintaining adherence to banking and military polices, procedures, and guidelines established to protect the bank, its customers, and the Bank of America/Community Bank Employees.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Rep (CSR), Group Division- Level 7
Ameritas Life Insurance Corp
09.2019 - 09.2020
- Helped drive the Midwest team by exceeding customer service standards with timely, courteous, and diplomatic handling of customer care needs and interactions
- Communicated effectively via telephone and email with health care professionals, insurance brokers, group offices, insured members, policy owners, and other necessary professionals to liaise time-sensitive, or personal protected information to maintain up-to-date records and claims on employees, retirees, and patients
- Worked inter-departmentally to reconcile and resolve billing and claim discrepancies, and to help review and process group billing issues for claims cycling and responsiveness
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Store Leader
GameStop LLC
11.2010 - 04.2018
- Educated customers on product and service offerings for their personal needs
- Processed an average of 55 transactions each day in an accurate and timely manner
- Answered customers' questions and addressed problems and complaints in person and via phone
- Offered exceptional customer service to differentiate and promote the company brand
- Built customer confidence by actively listening to their concerns and giving appropriate feedback
- Communicated information to customers about product quality, value and style
- Balanced the needs of multiple customers simultaneously in a fast-paced retail environment
- Built and maintained effective relationships with peers and upper management
- Recruited, hired, developed and retained retail talent for the company
- Informed customers about all product lines and services offered by the company
- Learned to leverage store's monthly/quarterly P&L numbers to predict trends in the business model and earning statements to help with balancing of payroll, man hours, and inventory requests
- All done in store varying in profit from $800,000- $2,000,000+ stores, and in locations from strip malls to high-profile malls.
- Built loyal customer base by consistently delivering quality products, top-notch service and efficient check-out procedures.
Education
High School Diploma -
Grandview High School
Hillsboro, MOSkills
- Report Generation
- Consultative Sales
- Data Entry
- Complaint Resolution
- Data Collection
- Call Management
- Information Security
- Account Updating
- Spreadsheets
- Customer Relations
- Prioritization
- Problem-Solving Abilities
Highlights
Also while at Ameritas, was able to maintain a daily workload of 70+ calls per day, as well as a varying number of email chains all regarding various topics and requests to be completed on a scheduled time-line with follow-up. All while holding personal responsibility for more than 85 assigned groups- which required taking all phone calls and correspondence for, reviewing and assessing and requests made about claims or billing, and keeping all of their files and insured member information clean and up-to-date. Also built policies from the ground up, working multiple caseloads a week and walking them through each department to completion and their execution before they were implemented as functioning policies and assigned out, or kept by myself to be maintained. Was required to keep to Group Metrics and Production Standards and always met/exceeded them. ob required the ability to work as part of a team and take on projects for others, as needed; as well as working independently to complete list of daily requirements. Initiative was needed to go after projects when work was slow, or to learn new facets of the job/business and highly encouraged.
Timeline
Substitute Teacher, K-5
DODEA-Pacific
11.2022 - 03.2023
Banking Center Service Specialist (BCSS)- Level 2
Community Bank, Operated by Bank of America
03.2021 - 04.2022
Customer Service Rep (CSR), Group Division- Level 7
Ameritas Life Insurance Corp
09.2019 - 09.2020
Store Leader
GameStop LLC
11.2010 - 04.2018
High School Diploma -
Grandview High School
Similar Profiles
Karla Lira-CastilloKarla Lira-Castillo
Special Education Paraprofessional at DODEA Schools- PacificSpecial Education Paraprofessional at DODEA Schools- Pacific
Irish BuoIrish Buo
Paraprofessional at Dodea Pacific Kadena Elem/ Bechtel Elem SchoolParaprofessional at Dodea Pacific Kadena Elem/ Bechtel Elem School
Nicole Acosta MinguelaNicole Acosta Minguela
School Bus Monitor and Safety Attendant at DoDEA Pacific West District Bus ServicesSchool Bus Monitor and Safety Attendant at DoDEA Pacific West District Bus Services