Serena Yuille
Blue Springs,US
Summary
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Talented employee skilled at completing daily assignments and contributing to team success. Always willing to take on any task. Adapts quickly to new needs and policies.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
Work History
Self Employed Contractor
Self Employed Contractor
Blue Springs, US
03.2018 - Current
- Ability to work well in various types of situations or jobs when needed
- Certified in MIG welding (basic starting qualification)
- Certified in basic beginner Blue Print Reading for MIG Welding
- 10 hour OSHA certified
- Licensed class E driver with ability to drive and handle automatic and manual vehicles with ease, various types include box trucks, trucks with trailers, larger type load trucks with cover and chipper trailer attached, boom truck, flatbed, small size dump truck and more
- Use of most any tool needed for all types of work including but not limited to hand held, pneumatic/ air, electrical and battery powered
- Home remodeling inside and out including areas of electrical wiring hook up and removing, water lines, mud an tape, wall knock down and put up, painting, scraping, sanding, tiling, covering, trim, home accessories large and small, clean out and clean up
- Outside work includes lawn and gardening, tree trimming and removal, fencing, shed placement and put together, removal of all trash and debri, pour and finish smaller concrete areas
- Ability to lift heavy items up to around 100 lbs or more
Product Expert
Concentrix
Remote, US
01.2022 - 06.2024
- Company Overview: Remote (Work From Home)
- Handled inbound & outbound calls from customers regarding questions, concerns or needing help navigating through Turbo Tax Online product
- Ability to navigate multiple tabs in order to help customers with correct information needed to move forward and finish state and federal taxes
- Handle high-stress, complicated and complex issues as well as navigate customers screen to guide them through their pages being accessed
- Maintained all notes and records during and after calls to keep customer records and issues updated for any future issues
- Ability to keep calm, collected and even toned to allow customers the knowledge of being able to empathize and walk through most everything without being disrupted or taken off course when needed most
- Managed 2 or more pc screens to help navigate and allow the ability to see and do more
- Remote (Work From Home)
- Provided product expertise and technical support to customers via telephone, email, chat, and in-person.
- Demonstrated proficiency in identifying customer needs and recommending appropriate solutions.
- Observed quality control procedures in adherence to company policies.
Remote Customer Support Expert
Maximus
Los Angeles, CA
10.2020 - 01.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools to streamline processes and optimize performance.
- Handled all questions or concerns related to or regarding COVID-19 symptoms and location for testing during the pandemic.
Shipping and Receiving Associate
Delaco Steel Corporation
Kansas City, US
06.2019 - 11.2019
- Collaborate with other shift leads as well as supervisors in order to perform and ensure order accuracies, maintaining efficient and detailed inventory daily, all product coming inbound is inventoried, logged and stored properly in designated area
- Visually monitoring the daily work flow within both shipping and receiving work areas such as but not limited to making sure preparation of products for transportation or location to store are accurate, keeping all paperwork and documents related to these operations in order and prepared correctly
- Monitor daily the order picking/processing of customer orders and/or that correct products are being accurately picked an placed per customer receipts upon completion
- Promote/Develop/Sustain a positive, clean, hazard free and safe environment within department for fellow employee and self
- Able to stay on task, keeping within time boundaries, maintaining well and level headed even under the most severe and demanding work pressures that may arise as well as problem solving to ensure daily work flow maintains a consistency regarding the constant demands to always exceed the daily quotas set forth
- Maintain department Service Level Agreements (SLA)
- OSHA (10 hour) certified adhering to all safety policies an procedures
- Communicating any shortages/overages and/or discrepancies to other department leads
- Ability to navigate computer software programs, use different types of tools in many areas in and around work places, eager to learn and train others (teamwork a plus or working alone is both side by side equally), very dependable as well as diverse in being able to fill in on other job duties if needed
- Problem solving and computing solutions as needed, able to work in fast paced environment an maintain same degree of accuracy while doing so, flexible to all changes and feedback
- Ability to stand, sit, walk, kneel, squat, repetition of hands, fingers and wrists as well as lift, move, push and pull upwards of anywhere over 50 pounds up to over 200-250 pounds at ti..
Receptionist
America's Best Contacts & Eyeglasses
Kansas City, US
05.2018 - 06.2019
- First person of contact when customers/patients walked through the door
- Ability to answer an execute multiple calls at the same time with ease and upbeat attitude throughout entire shift
- Make and cancel appointments
- Call missed appointments to reschedule
- Reschedule appointments if emergencies came up
- Called patients when orders/products came in to come in and be fitted correctly for glasses or learn how to properly put contacts in
- Help sell frames an accessories whenever possible
- Greeted patients
- Checked in patients for their appointments
- Screened and directed calls, directed visitors
- Contacted patients
- Answered all patient questions
- Made appointments
- Verified insurance and copayments
- Front desk
- Tracked mail, medical histories and medical forms
- Input patient information
- Made copies and scanned documents
- Handled prescription orders
- Maintained office records
- Greeted patients warmly and genuinely
- Assisted in signing in/out patients
- Answered incoming calls, directed visitors and took messages
- Helped with all questions and complaints
- Checked insurance information
- Took payments
- Documented Insurance information, patient files and all other business information as needed
Lead Mechanical Technician
Knapheide Truck Equipment Center
Kansas City, US
02.2014 - 08.2015
- Communicated product and machine failure details to the design team and reliability departments
- Worked from complex and detailed manufacturing documentation and/or verbal/written instructions
- Assembled parts using bolts, screws, speed clips, rivets and other fasteners utilizing hand tools, power tools and various other types of tools when needed
- Prepared operational reports and provide information to supervisors - Inspected equipment and systems to identify issues and if needed fix or correct before sending off to final Quality Control inspection for finalization of services
- Adhere to all company policies and procedures to ensure quality service and personal safety for self and others
- Ability to solve very complex services with problem solving and teamwork
- Ability to work under very high stressful situations and time slots and keeping the high quality standard of quality at its best
- Wear all PPE at all times, always making sure to stay up to date with any and all new and changing procedures or processes
- Retain all knowledge quickly, efficiently and effectively execute all job orders given before time allotted expires
- Ability to keep customer satisfaction at its highest resulting in repeat services
- Lead and teach large number in groups on job projects with a deadline set and doing so with ease
- Eager to learn new and very complex procedures without any issues
- Able to work alone or in a team
- Diverse in all areas
Education
Associates -
University of Phoenix
Phoenix, Arizona01.2027
Skills
- Customer Service
- Communication
- Active Directory
- Business Development
- Telemarketing
- Cashiering
- Leadership
- Typing
- Help Desk
- Anatomy Knowledge
- Data Management
- CRM Software
- Guest Services
- Microsoft Excel
- QuickBooks
- Communication skills
- Pricing
- Conflict management
- Direct sales
- ERP systems
- Windows
- VPN
- Technical Support
- Cold calling
- CSAT
- iOS
- Mac
- Slack
- Google Suites
- Salesforce Service Cloud (SSC)
- ServiceNow
- HelpScout
- Project Support
- Schedule Management
- Project Oversight
- Troubleshooting and diagnosis
- Decision-Making
- Data Entry
- Team building
- Friendly, Positive Attitude
- Troubleshooting
- Problem-Solving
- Attention to Detail
- Teamwork and Collaboration
- Recordkeeping
- Supervision and leadership
- Organization and Time Management
- Critical Thinking
- Organization
- System Administration
- Remote Support
- Call Management
- Technical assistance
- Security Protocols
- Support Services
- Helpdesk operations
Languages
English, Native
Timeline
Product Expert
Concentrix
01.2022 - 06.2024
Remote Customer Support Expert
Maximus
10.2020 - 01.2022
Shipping and Receiving Associate
Delaco Steel Corporation
06.2019 - 11.2019
Receptionist
America's Best Contacts & Eyeglasses
05.2018 - 06.2019
Self Employed Contractor
Self Employed Contractor
03.2018 - Current
Lead Mechanical Technician
Knapheide Truck Equipment Center
02.2014 - 08.2015
Associates -
University of Phoenix