Yacciris Tavares
Kannapolis,NC
Summary
Dynamic leader with a proven track record at Wells Fargo & Company, adept in staff supervision and performance evaluation. Excelled in fostering high-performing teams through effective training and policy implementation. Skilled in Microsoft Office and renowned for exceptional communication, I significantly enhanced operational efficiency and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Training and Education Coordinator
Atrium Health Cabarrus
09.2023 - Current
- Supported staff recruitment initiatives for high-quality program delivery.
- Established and updated objectives and tools for overall program and each department to enhance operations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
Manager
Wells Fargo & Company
02.2010 - Current
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed and motivated employees to be productive and engaged in work.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Developed detailed plans based on broad guidance and direction.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
Office Dispatcher
Atrium Health Cabarrus
05.2022 - 07.2023
- Maintained updated and detailed records of calls in physical and electronic database.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Facilitated training for new dispatchers, improving team readiness and performance.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
Bilingual Customer Service Representative
General Motors Co
09.2015 - 05.2022
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
Bilingual Customer Service Representative
Cricket Wireless
12.2006 - 12.2010
- Communicated with management when customer issues escalated and worked to find resolutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Met all call quality standards and daily quotas for first-call resolution.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Trained new personnel regarding company operations, policies and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided language translation services for customer service inquiries.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
Associate Of Arts - Business Administration
Strayer University
Washington, DCHigh School Diploma -
Northwest Cabarrus High School
Concord, NC 06.2006
Skills
- Microsoft Office
- Staff Training
- Observation reports
- Hiring coordination
- Materials coordination
- Policies and Procedures Enforcement
- Strong Work Ethic
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Punctual and Dependable
- Decision-Making
- Self Motivation
- Team building
- Time management abilities
- Staff Supervision
- Policy Implementation
- Performance Evaluation
Languages
Spanish
Full Professional
Timeline
Training and Education Coordinator
Atrium Health Cabarrus
09.2023 - Current
Office Dispatcher
Atrium Health Cabarrus
05.2022 - 07.2023
Bilingual Customer Service Representative
General Motors Co
09.2015 - 05.2022
Manager
Wells Fargo & Company
02.2010 - Current
Bilingual Customer Service Representative
Cricket Wireless
12.2006 - 12.2010
Associate Of Arts - Business Administration
Strayer University
High School Diploma -
Northwest Cabarrus High School
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