WaNia Young
Norfolk,VA
Summary
Detailed client customer-focused and dedicated to providing quality care for the ultimate client care experience. Proven ability to establish and maintain excellent communication and relationships with clients. Excellent time management skills with a superior knowledge of the customer service industry.
Overview
6
6
years of professional experience
Work History
Client Service Representative/Dispatcher
One Hour Heating and Air Conditioner
11.2023 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
- Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
Team Leader
Amazon
03.2021 - 11.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Owner of Nia's Mobile Food Service
NIA'S
11.2020 - 03.2021
- Developed print advertising, social media campaigns, and networking events to deliver messages to target audience
- Identified problems, made decisions, and interpreted results based on quantitative techniques
- Interpreted business goals and requirements for technical solutions
- Set and implemented strategic goals and initiatives to align company with mission, values, and vision
- Scheduled deliveries in accordance with customers’ needs to ensure on time deliveries
- Developed competitive advantage on market niche
- Reviewed product strategy for organizational goal alignment
- Maximized revenue and long-term net worth by producing results and performance
- Organized and guided activities such as sales promotions
- Monitored suppliers to ensure that efficiently and effectively provide needed goods and services within budgetary limits
- Coordinated and directed financial or budget activities to fund operations, maximize investments or increase efficiency
- Reviewed financial statements, sales or activity reports, and other performance data to measure productivity
- Orchestrated administrative activities directly related to making products or providing services
- Set prices and credit terms for goods and services, based on forecasts of customer demand
- Defined strategy and trained staff to manage day-to-day business operations
- Placed food trays over food warmers for immediate service
- Obtained permits from fire and health departments to erect displays and exhibits and serve food at events.
Special Needs Van Driver
Support Services Virginia
12.2018 - 03.2020
- Kept van interiors clean for people with disabilities
- Maintained knowledge of first-aid procedures
- Followed safety rules as special needs board and exit van and crossed streets
- Reported van malfunctions or needed repairs
- Read maps and followed written and verbal geographic directions
- Picked up and dropped off special needs at regularly scheduled doctor’s locations, following strict time schedules
- Maintain reported delinquent special needs behaviors facility administration
- Complied with traffic regulations to operate vehicles in safe and courteous manner
- Always provided efficient and courteous service to customers
- Supervisor of special needs people including securing wheelchair restraints
- Operated wheelchair van lift
- Follow all local, state, and federal regulations relating to transportation and developmental disability services
- Maintain accurate documentation of work assigned
- Operated a disability van equipment such as hydraulic lifts and ramps.
Education
High School Diploma -
Salem High School
VIRGINIA BEACH, VA06.2007
Skills
- Conflict Negotiation
- Verbal and Written Communication
- Fast-Paced Environment
- Shipment Receipt
- Heavy Lifting Capacity
- Cleaning and Sanitizing
- Quality Assessments
- Quality Control
- Customer Service
- Attention to Detail
- Interpersonal Skills
- Team Oriented
- Cash Register Operation
- Billing and Payment Processing
Timeline
Client Service Representative/Dispatcher
One Hour Heating and Air Conditioner
11.2023 - Current
Team Leader
Amazon
03.2021 - 11.2023
Owner of Nia's Mobile Food Service
NIA'S
11.2020 - 03.2021
Special Needs Van Driver
Support Services Virginia
12.2018 - 03.2020
High School Diploma -
Salem High School
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