Deandra Youngblood
Sacramento,California
Summary
Strong and skilled professional with 10+ years background in banking and finance industries overseeing customer service teams, customer support and facilitating effective communication between customers and team members. Strengths include conflict resolution, process improvement, and coaching team members to enhance performance. Past roles have shown significant positive impact on overall customer satisfaction and team productivity.
Overview
17
17
years of professional experience
Work History
Customer Care Team Lead
Mechanics Bank
04.2022 - Current
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Sought ways to improve processes and services provided.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Managed daily operations of the Customer Care Team, ensuring prompt response times and accurate issue resolution.
- Developed training materials to ensure consistent performance levels among team members.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Created a positive work culture that fostered collaboration, teamwork, and open communication among team members.
- Assisted call-in customers with questions and orders.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
MEMBER SERVICE SPECIALIST III
Golden 1 Credit Union
Sacramento, CA
11.2015 - 03.2022
- Promoted self-serve technology to help reduce burden on member services team
- Delivered expert support and used persuasive communication skills to build member trust
- Educated members on use of alternative delivery channels such as kiosks and telephone assistance
- Used effective selling techniques to promote company products and services
- Continuously met or exceeded daily service quality and performance scores
- Performed administrative support functions such as processing payments and reconciling accounts
- Engaged with customers to understand and resolve issues and answer product questions
- Opened new accounts and applied members for loans, and credit products.
- Resolved member issues through effective communication and problem-solving.
- Processed loan applications and maintained accurate records.
- Utilized wide range of technical systems and company equipment to optimize operations and workflow.
BAKERY CLERK/CASHIER
Food Source (Raley's Inc.)
08.2008 - 10.2015
- Kept clean and safe environment by adhering to federal, state, and local sanitation and safety requirements
- Stocked display cases and kept all bakery in merchandise in storeroom rotated to remain freshness and prevent spoilage
- Remained attentive to customer needs at the service counter
- Offered product selections for customers based on stated preferences
- Promoted bakery items on public address system to drive traffic to department
- Processed cash register transactions by inputting product costs and giving back change
- Adhered to all cash handling policies and procedures
- Counted money in cash drawers at the start of each shift and balanced drawer at the end of each shift
- Assisted customers with locating items, answering questions and providing direction and service
- Processed checks, debit and credit cards, EBTs, WIC checks, refunds, product coupons, and gift certificates
- Solved complaints by customers and issued credits for returned merchandise
- Collected payment for customer purchases
- Greeted all customers and provided prompt and friendly service.
Education
HIGH SCHOOL DIPLOMA -
Kinney High School
Rancho Cordova, CaliforniaSkills
- Customer engagement
- Member account management
- Data entry
- Top 5% performer in Customer Care Dept
- Top 2%in CSAT Stella Survey Reviews
- Product and service knowledge
- Process transactions
- Customer service excellence
- Banking operations support
- Supervisory Experience in a team setting
- Team leadership
- Training development
- Problem solving
- Complaint handling
- Inbound customer service
Timeline
Customer Care Team Lead
Mechanics Bank
04.2022 - Current
MEMBER SERVICE SPECIALIST III
Golden 1 Credit Union
11.2015 - 03.2022
BAKERY CLERK/CASHIER
Food Source (Raley's Inc.)
08.2008 - 10.2015
HIGH SCHOOL DIPLOMA -
Kinney High School