Yalonda Clark
St. Petersburg,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Macy's
09.2023 - 03.2024
- Handled over 40 customer inquiries and suggestions courteously and professionally daily
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Payroll Specialist
Paychex, Inc.
03.2022 - 11.2023
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Ensured compliance with federal, state, and local tax regulations through meticulous record-keeping and accurate reporting.
- Oversaw transition to new payroll software platform, minimizing downtime during implementation phase
- Assisted management in developing and tracking payroll budgets.
- Managed payroll data entry and processing for over 500 employees to comply with predetermined company guidelines.
Customer Service Representative
Transamerica
09.2021 - 03.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of over 50 customer calls with minimal wait times daily
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service Representative
Macy's Credit And Customer Service
09.2018 - 08.2021
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up 5 customer service managers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
FIS Global
01.2018 - 08.2018
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Maintained high levels of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Built rapport with over 45 clients daily, through active listening, empathy, and understanding of their individual needs.
Customer Service Representative
24-7 Intouch
04.2017 - 12.2017
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Developed comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported over 30 team members during peak periods by sharing workload and providing guidance when needed.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
Lead Customer Service Representative
SuperShuttle
06.2013 - 03.2017
- Trained, oversaw, and mentored over 60 new team members to strengthen performance and job expertise.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Streamlined processes for better service delivery, resulting in improved customer retention rates.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Boca Ciega High School
Gulfport, FL05.2007
Skills
- Data Entry
- Active Listening
- Problem Resolution
- Payment Processing
- Microsoft Outlook
- Technical Support
- Clerical Support
Timeline
Customer Service Representative
Macy's
09.2023 - 03.2024
Payroll Specialist
Paychex, Inc.
03.2022 - 11.2023
Customer Service Representative
Transamerica
09.2021 - 03.2022
Customer Service Representative
Macy's Credit And Customer Service
09.2018 - 08.2021
Customer Service Representative
FIS Global
01.2018 - 08.2018
Customer Service Representative
24-7 Intouch
04.2017 - 12.2017
Lead Customer Service Representative
SuperShuttle
06.2013 - 03.2017
High School Diploma -
Boca Ciega High School
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