Yalonda Graham
Dania Beach,FL
Summary
I am a dedicated Customer Service Specialist providing skills to prioritize and multi-task in a fast-paced working environment. Successfully working as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues. I'm resourceful and trained in the resolution of critical issues within time-sensitive environments with a successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets. A valuable and committed professional with dynamic communication and interpersonal skills. Ready to take on a new role with a company where a strong work ethic and calm demeanor will be appreciated.
Overview
19
19
years of professional experience
Work History
Customer Support Tier 2
Vdart Private
, MA
02.2024 - Current
- After Normal customer Service representatives assist members with there health care concerns. Some cases are not able to be handled, and are sent to a Tier 2 agent.
- I would review cases, and assist with special exceptions, and needs that need to be verified for specific request
- These Cases are tech issues, request to have date changes on enrollments, Files sent out for there enrollment dates, reinstatements of there health care Etc.
- I then Reach out to these members and have conversation with the them offering the requested details of resolution.
- Making important decisions or approvals or denials of the request based on Specific Guidelines, and material that has already been trained and studied.
CSR/Trainer
Vdart
, MA
06.2023 - 02.2024
- Prepared hard copy training materials, module summaries, videos and presentations.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Facilitated group discussions between participants to promote active engagement in learning activities.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Provided excellent customer service by responding promptly to requests.
Customer Support Tier 1 Analyst
Vdart
, MA
10.2022 - 06.2023
- Massachusetts Health Connector
- Take incoming calls
- Followed company policies regarding customer service standards.
- Applications
- Provides Eligibility Requirements
- Payments
- Login details to create accounts for online managements
- Report changes
CSR
Vdart Private
, MI
03.2021 - 10.2022
- STATE OF MICHIGAN -UNEMPLOYMENT SECTOR, PROVIDED CUSTOMER SERVICE
AND AIDED APPLICANTS IN COVID UNEMPLOYMENT. - De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Sales Associate
Iqor for T-Mobile
Miramar, FL
12.2019 - 03.2021
- Helped customers find specific products, answered questions and offered product advice.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Answered product questions with up-to-date knowledge of sales and promotions.
Senior CSR
Iqor for T-Mobile
Miramar, FL
03.2011 - 12.2019
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Oversaw and guided team of 15 to handle customer call escalations, training and mentoring new employees on customer service and order processing.
- Delivered expert technical support to customers and resolved broad array of issues.
- Scheduled candidate interviews with hiring managers and other stakeholders.
- Conducted initial phone screenings to determine if applicants met job requirements.
- Greeted candidates upon arrival and provided an overview of the interview process.
- Documented results from participant observations.
Lead CSR
Iqor for T-Mobile
Miramar, FL
09.2005 - 03.2011
- Trained new employees on company customer service policies and service level standards.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Directed inbound calls in phone queues to improve call flow.
- Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.
- Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Met and exceeded performance goals to support long-term company growth and market dominance.
Education
Associate of Arts -
Florida Atlantic University
Boca Raton, FL08.2006
Associate of Arts -
Miami Dade College
Miami, FL08.2005
High School Diploma -
Miami Norland Senior High School
Miami, FL06.2003
Skills
- Multitasking and Prioritization
- Problem-Solving Abilities
- Efficient and Detail-Oriented
- Data Entry
- Courteous with Strong Service Mindset
- Issue and Complaint Resolution
- Microsoft Office Expertise
- Customer Data Confidentiality
- De-escalation Techniques
- Quality Control
- Sales Force
- Samson
- Remedy
- Payroll Administration
- Interviewing Techniques
- Administrative Skills
- New Hire Orientation
- Recruitment
- Avaya Phone
- Live Engage
- Payroll
- Information Security
- Paperwork Processing
- Training Coordination
References
References available upon request.
Timeline
Customer Support Tier 2
Vdart Private
02.2024 - Current
CSR/Trainer
Vdart
06.2023 - 02.2024
Customer Support Tier 1 Analyst
Vdart
10.2022 - 06.2023
CSR
Vdart Private
03.2021 - 10.2022
Sales Associate
Iqor for T-Mobile
12.2019 - 03.2021
Senior CSR
Iqor for T-Mobile
03.2011 - 12.2019
Lead CSR
Iqor for T-Mobile
09.2005 - 03.2011
Associate of Arts -
Florida Atlantic University
Associate of Arts -
Miami Dade College
High School Diploma -
Miami Norland Senior High School
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