Summary
Overview
Work History
Education
Skills
Timeline
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Theresa Yurcak

Warner Robins,GA

Summary

Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

6
6
years of professional experience

Work History

Social Media Specialist

Afni Inc, Verizon
08.2021 - 11.2024
  • Responded to customer inquiries and provided accurate information about products and services via phone and chat.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted customers with order placement, product returns and order tracking.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Assisted team supervisor with coaching and mentoring of new employees.
  • Trained new team members on live chat procedures and customer service protocols.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided troubleshooting and Tier 2 technical support when needed,
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Mentored and coached team members on QA topics and strategies.
  • Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
  • Managed social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
  • Enhanced customer engagement with the creation of relevant and shareable content across various platforms.
  • Improved customer satisfaction by offering timely support and information through social media channels.
  • Boosted audience interaction, responding promptly and professionally to comments and messages.
  • Enhanced team knowledge and skills, conducting regular training sessions on best practices in social media management.
  • Reduced response times to inquiries on social media platforms, enhancing overall customer service experience.

Customer Service Team Lead

Conduent Call Center
06.2019 - 08.2021
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
  • Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
  • Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Trained and supervised team of customer service representatives in providing quality service to customers.

Customer Service Representative Mentor

Teleperformance
08.2018 - 06.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Facilitated regular training sessions for new hires, ensuring staff was well-equipped to handle diverse customer needs.
  • Improved team performance by providing constructive feedback, guidance, and encouragement to fellow Customer Service Representatives.
  • Assisted management in establishing new policies and procedures based on best practices for improved customer experience.
  • Handled escalated calls professionally while working towards amicable resolutions that satisfied both parties involved.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries promptly and professionally.
  • Collaborated with cross-functional teams to address customer concerns efficiently while maintaining positive relationships both internally and externally.

Education

High School Diploma -

Cambridge Springs High School
06.1993

Skills

  • Performance tracking
  • Professionalism
  • Team leadership
  • Team oversight
  • Social media expert
  • Account management
  • Client relationship management

Timeline

Social Media Specialist

Afni Inc, Verizon
08.2021 - 11.2024

Customer Service Team Lead

Conduent Call Center
06.2019 - 08.2021

Customer Service Representative Mentor

Teleperformance
08.2018 - 06.2019

High School Diploma -

Cambridge Springs High School

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Theresa Yurcak