Octavia Mikell-Yon
Rock Hill,SC
Summary
As a reliable and customer-focused professional, I am eager to contribute my skills and expertise to your expanding team. I possess a strong commitment to assisting others and a diligent work ethic, ensuring the achievement of objectives. With an industrious nature and exceptional multitasking abilities, I effectively manage my time. I excel in solving problems creatively and thinking critically, adapting seamlessly to dynamic environments. Whether working independently or collaboratively, I consistently deliver outstanding results. Moreover, I am authorized to work in the US for any employer.
Overview
10
10
years of professional experience
Work History
Personal Care Assistant
Ensure Homecare SC
03.2021 - Current
- Emotional support such as providing a listening ear, giving support and advice, giving reassurance
- Assist clients with physical therapy exercises
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.
- Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Contributed to a positive home atmosphere by engaging clients in conversation and recreational activities tailored to their interests.
Call Center Customer Service Representative
TTEC
06.2022 - 06.2024
- Remote work for inbound call center for major financial institution
- Respond to telephone inquiries regarding prepaid debit card accounts, mobile app assistance and website assistance
- Utilize databases and written materials to provide information to telephone inquiries
- Utilized Lexis Nexis, VisaPayment Manager and Swift Payment to assist cardholders
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
IQor
02.2022 - 06.2022
- Assist callers with payments and payment arrangements
- Adding or modifying rate plans and call features
- Navigating various websites to identify resolutions
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
CDC Vaccination Hotline Agent
Maximus Federal
04.2021 - 07.2021
- Respond to telephone inquiries within the set departmental staffing and time parameters
- Maintain appropriate documentation of phone inquiries regarding vaccinations during height of pandemic
- Utilize databases and written materials to look up and provide information to telephone inquiries
- Attend daily meetings via Teams, Zoom and Pre-Shift briefings
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Purchasing Agent (Permanent)
Multi-Shifter Inc.
09.2019 - 11.2020
- Purchase orders processing, order entry and receipt
- Fax or email purchase order to supplier to confirm cost and delivery
- Work order generation, labor posting and closing work orders
- Performing inventory adjustments and investigating variances
- Communicating with suppliers via email and telephone for procurement, invoice reconciliation and tracking of materials
- Utilizing ERP software for purchase order generation and work order creation
- Work directly with vendors and aftermarket to obtain RFQ pricing
- Facilitated smooth operations through accurate tracking of purchase orders, invoices, and payments.
- Ensured timely delivery of materials through effective planning and coordination with suppliers.
- Supported company growth by identifying new suppliers and expanding the vendor base.
- Streamlined purchasing processes for increased efficiency and reduced operational costs.
Multi-Shifter Purchasing Agent (Temp)
AppleOne Employment Agency
03.2019 - 09.2019
- Purchase orders processing, order entry and receipt
- Fax or email purchase order to supplier to confirm cost and delivery
- Work order generation, labor posting and closing work orders
- Performing inventory adjustments and investigating variances
- Communicating with suppliers via email and telephone for procurement, invoice reconciliation and tracking of materials
- Utilizing ERP software for purchase order generation and work order creation
- Work directly with vendors and aftermarket to obtain RFQ pricing
- Facilitated smooth operations through accurate tracking of purchase orders, invoices, and payments.
- Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
Customer Service Agent (Temp-Remote)
Alorica
12.2018 - 04.2019
- Responsible for placing orders for customers and assisting with service recovery
- Service recovery includes answering questions about placed orders, tracking shipments, processing returns, among other things
- Provided customers of Macy’s signature service by managing their interactions, showing customers empathy, having a strong foundation of skills, and using advance problem-solving on every call
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Addressed customer account discrepancies and concerns.
Patient Services Representative-Temp
Talent Bridge/Lash Group
10.2018 - 01.2019
- Benefits Verification agent in an inbound/outbound medical call center
- Verifying insurance benefits and communicating product coverage details to providers and patients
- Facilitating the prior authorization process when required
- Reviewing and processing request for patient assistance programs
- Accessing Patient coverage levels with Medicare and Private payer insurance
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Reviewed and corrected claim errors to facilitate smooth processing.
Tier 1 Technical Support Advisor-Remote
Kelly Connect
04.2017 - 01.2018
- Inbound technical support for contact call center
- Troubleshooting and resolving technical issues related to iOS devices
- Enhanced customer satisfaction by providing timely and effective Tier 1 technical support.
- Reduced escalations to Tier 2 support by utilizing extensive product knowledge and problem-solving skills.
- Provided thorough documentation of customer interactions, ensuring seamless handoff to higher-level support when necessary.
- Resolved technical issues for customers through phone, email, and chat support channels.
- Identified trends in recurring issues, reporting these findings to relevant departments for further investigation and resolution.
- Perform screen-sharing and diagnostics testing to isolate issues
- Improved first call resolution rates by actively listening to customer concerns and troubleshooting effectively.
Maintenance Planning Coordinator
Stanley Black and Decker
07.2015 - 05.2017
- Populated maintenance database for report and stock location generation
- Purchase orders processing, order entry and receipt
- Performing inventory adjustments and investigating inventory variances
- Work Order generation, labor posting and closing work orders for facilities maintenance department
- Processed maintenance work orders for forklift scheduled maintenance
- Coordinated closely with other departments to ensure seamless integration of new initiatives into existing workflows across the organization.
- Participated in strategic planning sessions alongside senior leadership to develop long-term goals aligned with organizational objectives.
- Entered data, generated reports, and produced tracking documents.
- Devised and implemented efficient processes for production tracking and inventory control.
Office Assistant
Kelly Services Temp Agency/ Stanley Black and Decker Assignment
08.2014 - 07.2015
- Populated maintenance database for report and stock location generation
- Purchase orders processing, order entry and receipt
- Fax or email purchase order to suppliers to confirm cost and delivery
- Work Order generation, labor posting and closing work orders
- Performing inventory adjustments and investigating inventory variances for facilities
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Assisted EHS and HR with new safety initiatives
- Improved data accuracy, entering and updating records in database with keen eye for detail.
- Supported financial operations, processing invoices and payments using Ariba, contributing to timely and accurate financial reporting.
Education
Associate Degree - Art
York Technical College
Rock Hill, SC11.2018
Skills
- ERP Systems
- Microsoft Windows
- Care plan implementation
- Medication administration
- Patient assessments
- Observational skills
- Adaptable under pressure
- Verbal and written communication skills
- Problem-solving
- Compassionate communication
- Incident reporting
- Documentation
Assessments
- Customer focus & orientation
- Responding to customer situations with sensitivity
- Customer service
- Identifying and resolving common customer issues
Timeline
Call Center Customer Service Representative
TTEC
06.2022 - 06.2024
Customer Service Representative
IQor
02.2022 - 06.2022
CDC Vaccination Hotline Agent
Maximus Federal
04.2021 - 07.2021
Personal Care Assistant
Ensure Homecare SC
03.2021 - Current
Purchasing Agent (Permanent)
Multi-Shifter Inc.
09.2019 - 11.2020
Multi-Shifter Purchasing Agent (Temp)
AppleOne Employment Agency
03.2019 - 09.2019
Customer Service Agent (Temp-Remote)
Alorica
12.2018 - 04.2019
Patient Services Representative-Temp
Talent Bridge/Lash Group
10.2018 - 01.2019
Tier 1 Technical Support Advisor-Remote
Kelly Connect
04.2017 - 01.2018
Maintenance Planning Coordinator
Stanley Black and Decker
07.2015 - 05.2017
Office Assistant
Kelly Services Temp Agency/ Stanley Black and Decker Assignment
08.2014 - 07.2015
Associate Degree - Art
York Technical College
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