Yakisa Ivory
Houston
Summary
Accomplished professional with expertise in customer satisfaction and logical evaluation, honed at CustoFab Incorporation. Successfully led initiatives to reduce call handling times by 20% while maintaining service excellence. Proficient in client support and database management, consistently enhancing service response times and fostering customer loyalty through attentive listening and accurate data entry.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CustoFab Incorporation
03.2023 - 08.2025
- Resolved customer inquiries, ensuring high levels of satisfaction and loyalty.
- Processed orders efficiently, maintaining accuracy and timely delivery to clients.
- Trained new staff on operational procedures and customer interaction protocols.
- Implemented process improvements that enhanced service response times.
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Processed orders and returns accurately using company-specific software systems.
- Led initiatives aimed at reducing call handling times while maintaining service excellence.
Field Service Technician
Clean Harbors Services
11.2017 - 01.2022
- Diagnosed and repaired equipment malfunctions in field settings to ensure operational efficiency.
- Conducted routine maintenance on machinery, enhancing reliability and minimizing downtime.
- Trained junior technicians on safety protocols and equipment handling procedures, fostering a culture of safety.
- Collaborated with clients to resolve service issues, improving customer satisfaction and retention rates.
- Developed detailed service reports documenting repairs performed and parts used for client records.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
Customer Service Representative
NCO Group
05.2009 - 04.2016
- Collaborated with cross-functional teams to address complex customer issues effectively.
- Analyzed customer feedback to identify trends and recommend service enhancements.
- Developed training materials for team members, improving onboarding effectiveness.
- Monitored key performance indicators, driving initiatives to exceed service targets.
- Trained new team members on call handling procedures and customer service protocols.
- Developed training materials that streamlined onboarding processes for new hires.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Education
High School Diploma -
Thomas Jefferson High School
Port Arthur, TX05-1995
Skills
- Client support
- Attentive listening
- Logical evaluation
- Accurate data entry
- Support resolution skills
- Customer satisfaction
- Call center customer service
- Account updating
- Database management
- Account management
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Certification
- ACE - Adobe Certified Expert, Photoshop
- [Area of expertise] License - [Timeframe]
- Licensed [Job Title] - [Timeframe]
Languages
English
Full Professional
Timeline
Customer Service Representative
CustoFab Incorporation
03.2023 - 08.2025
Field Service Technician
Clean Harbors Services
11.2017 - 01.2022
Customer Service Representative
NCO Group
05.2009 - 04.2016
High School Diploma -
Thomas Jefferson High School