Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Yamila Serrano

Chesapeake,VA

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Customer Care Representative

TEKsystems
Virginia Beach, VA
04.2024 - 08.2024
  • Offered in-depth explanations of products, services, and account options to members.
  • Provided technical assistance related to product features or troubleshooting problems.
  • Provided existing and prospective customers with essential information for informed decision-making.
  • Provided education to members on the use of digital banking platforms like mobile apps and online banking.
  • Provided education to members regarding banking policies, procedures, and various digital banking platforms.
  • Assessed members' needs and advised appropriate banking services.
  • Aided members in resolving their account inquiries, transfers, online banking questions and other related financial requirements.
  • Acquired understanding of banking regulations and procedures.
  • Maintained compliance with call center procedures during service delivery.

Sandwich Artist

SUBWAY®Restaurants
Chesapeake , VA
11.2023 - 04.2024
  • Enhanced store profitability by successfully promoting and selling additional items.
  • Maintained quality standards by monitoring expiration dates on products used in customer service.
  • Ensured efficient inventory management by consistently restocking shelves with necessary products and supplies.
  • Produced a variety of food items, including sandwiches, salads, and drinks, as per customer requests or company specifications.
  • Aided team members during peak hours, contributing to enhanced teamwork and productivity.
  • Ensured accuracy in handling money transactions by following established procedures.
  • Safeguarded customer satisfaction by verifying the quality of prepared food prior to serving.
  • Conducted regular inspections of equipment to ensure compliance with sanitation standards and proper functioning.
  • Safeguarded hygiene standards through regular cleaning of tables, chairs, counters, floors, trays, dishes and silverware at the end of every work period.
  • Ensured consistent monitoring of freezer and cooler temperatures throughout entire work shift.
  • Contributed to the training program by educating new employees on effective sandwich-making techniques.
  • Ensured adequate stock of condiments and supplies at front counter areas.
  • Engaged with customers to understand their preferences and provided personalized menu recommendations, resulting in increased sales.
  • Demonstrated gratitude for patrons by warmly welcoming and expressing thanks to guests.
  • Prepared and organized ingredients for efficient lunchtime and dinner rush periods.
  • Adapted orders to meet customer's specific dietary needs including allergies and gluten-free options.

Customer Service Representative

Valorous Group
Virginia Beach, VA
10.2023 - 11.2023
  • Offered accurate details regarding products and services to clientele.
  • Recognized upselling opportunities and effectively suggested relevant products or services to enhance customer experience.
  • Fostered strong connections with clients by engaging in friendly and approachable conversations.
  • Employed questioning strategies to identify service needs and accurately entered information into digital systems.
  • Managed complex customer inquiries with a professional and courteous demeanor, defusing potential escalations.
  • Maintained composure and professionalism in high-pressure environments to successfully de-escalate difficult situations.

Customer Service Representative

MarketSource
Chesapeake, VA
03.2023 - 06.2023
  • Delivered precise details about offerings to clients.
  • Provided guidance to customers in product selection, ordering, billing transactions and handling returns or exchanges.
  • Provided swift and accurate responses to customer inquiries about our products and services.
  • Determined opportunities for offering additional products or services based on customer needs.
  • Fostered strong customer connections through friendly and personable communication.
  • Communicated billing procedures to customers, managed payment transactions, and aided in the establishment of various payment choices.
  • Streamlined system operations through the integration of order specifics, customer details, preferences, and billing information.
  • Interacted with customers either over the phone or face-to-face to address queries, provide details on offerings, and facilitate order placement.
  • Maintained up-to-date product knowledge to deliver exceptional customer service and exceed sales quotas.

Cashier

Dunkin' Donuts Franchising
Chesapeake, VA
06.2022 - 03.2023
  • Maintained compliance with all food safety regulations, ensuring proper storage of products and adherence to temperature control guidelines.
  • Conducted training sessions for new staff members on operating cash registers, preparing orders, and delivering top-notch customer service.
  • Contributed to the team by aiding in food preparation for sandwiches and desserts.
  • Adhered to hygiene standards for the preparation of food items, guaranteeing compliance with health codes.
  • Rotated stock to maintain product freshness
  • Handled payment processing efficiently by accurately giving change and issuing receipts for customer orders.
  • Maintained stock levels of condiments, napkins, and utensils throughout shifts.
  • Addressed customer inquiries about menu items, prices, promotions, and special offers.
  • Maintained cleanliness and organization by restocking supplies and tidying counters, tables, and floors during opening and closing shifts.
  • Delivered high-quality customer service by promptly greeting customers and effectively responding to their queries.
  • Demonstrated proficiency in processing diverse payment methods such as cash, checks, debit cards, and credit cards using Point-of-Sale system.
  • Delivered prompt customer service by answering calls and addressing questions or concerns regarding orders.

Customer Service Representative

Salem Solutions
Tampa, FL
11.2021 - 04.2022
  • Managed the process of assisting applicants by initiating procedures for granting, modifying, denying, or terminating assistance as well as referring them to appropriate agencies.
  • Analyzed claimants to determine if there were any signs of fraudulent activity or misuse.
  • Conducted periodic interviews with benefits recipients to verify their ongoing eligibility.
  • Provided accurate responses to candidate queries on benefit packages and claims processes
  • Conducted interviews with applicants, obtaining essential information required for the processing of public assistance applications.
  • Verified the completeness and accuracy of personal and financial data through compilation, recording, and evaluation processes in order to determine eligibility status.

Office Coordinator

Lukiyo Parks
Tampa, FL
07.2020 - 03.2022
  • Maintained accurate and up-to-date information in databases.
  • Utilized computers for multiple applications, including database management and word processing.
  • Efficiently directed calls to the appropriate individuals, ensuring seamless communication flow within the organization.
  • Managed appointment logistics efficiently and effectively.
  • Managed all scheduling needs of office personnel including conferences, meetings, and travel arrangements.
  • Maintained high standards of data accuracy through thorough compilation, sorting, and verification processes.
  • Identified errors by cross-checking the data with source documents and utilizing a verification format.
  • Maintained high standards of accuracy in data entry operations.
  • Maintained organized filing system for completed documents.

Operations Specialist

At Home
Tampa, FL
09.2021 - 11.2021
  • Provided guidance to customers by locating specific products within the store.
  • Achieved efficient organization of store displays by following company standards and specifications.
  • Utilized seasonal promotions and trends to drive strategy and enhance store and display appearance.
  • Ensured the timely stocking of shelves with new inventory while maintaining a clean and organized display.
  • Evaluated the condition of goods through inspections, promptly reporting any damages or defects to supervisor, and effectively resolving discrepancies with suppliers.
  • Maximized efficiency by employing RF scanners to accurately track merchandise movements within the facility.
  • Executed manual unloading of trucks as well as utilized hand trucks and dollies in cases that required assistance.
  • Maximized space utilization by organizing backroom storage areas based on item type.

Cashier

Dunham's Sports
Athens, TN
09.2020 - 07.2021
  • Ensured compliance with all safety regulations within the store environment.
  • Stocked shelves with merchandise when needed.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Performed other duties as assigned by management.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Followed company security procedures for handling large sums of money.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase ammunition.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
  • Built and maintained productive relationships with employees.
  • Maintained current knowledge of store promotions to highlight sales to customers.

Medical Transcriptionist

ACG Associates
Tampa, FL
09.2019 - 01.2020
  • Reviewed transcribed documents for accuracy and completeness in accordance with established procedures.
  • Troubleshot hardware and software problems related to digital dictation systems.
  • Transcribed medical dictation from physicians, including patient histories, physical examinations and discharge summaries.
  • Maintained confidentiality of patient information according to HIPAA regulations.
  • Translated medical jargon and abbreviations into expanded forms to promote accuracy of patient and health care facility records.
  • Distinguished between homonyms and recognized inconsistencies and mistakes in medical terms.

Education

GED -

Brandon Adult/Community Center
Brandon, FL
03-2019

Skills

  • Customer Service
  • Database Research
  • Email correspondence
  • Payment Processing
  • Appointment Scheduling
  • Data Entry
  • Inbound Customer Service
  • Problem Resolution
  • Product Education
  • Active Listening
  • Policies and Procedures Adherence
  • POS Systems and Ordering Platforms
  • Service Upselling
  • Team building
  • Inbound and Outbound Calling
  • Attention to Detail
  • Continuous Improvement

References

References available upon request.

Timeline

Customer Care Representative

TEKsystems
04.2024 - 08.2024

Sandwich Artist

SUBWAY®Restaurants
11.2023 - 04.2024

Customer Service Representative

Valorous Group
10.2023 - 11.2023

Customer Service Representative

MarketSource
03.2023 - 06.2023

Cashier

Dunkin' Donuts Franchising
06.2022 - 03.2023

Customer Service Representative

Salem Solutions
11.2021 - 04.2022

Operations Specialist

At Home
09.2021 - 11.2021

Cashier

Dunham's Sports
09.2020 - 07.2021

Office Coordinator

Lukiyo Parks
07.2020 - 03.2022

Medical Transcriptionist

ACG Associates
09.2019 - 01.2020

GED -

Brandon Adult/Community Center

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Yamila Serrano