Yana Wyatt
Detroit,MI
Summary
Energetic Customer Service Representative with 10 years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement with professional growth and advancement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Food & Hospitaliaty Program Worker
State Of Michigan Department Of Corrections
01.2024 - 10.2024
- Paid vocational training utilizing ProStart Program curriculum ProStart-Michigan Hospitality Foundation (mihf.org) 1200 hours
- Program combines work in industrial kitchen along with class time.
- Prepare complex recipes from scratch, for events/lunches of over 80 people
- Practiced knife skills, utilized griddle, convection oven, and general kitchen equipment for batch cooking.
- Experience in welcoming and seating guests, taking orders, food serving, and utilizing commerical dishwasher
- Collaborated with Horticulture program workers to have experience with locally grown ingredients, to work with unfamiliar produce and learn far-to-table meal planning
- Able to modify recipes for projected number of diners from 2 to hundreds, calculating with the conversion factor for desired yields
- Learned to work allotted budget by calculating food costs
Customer Service Representative
Teleperformance (OnStar)
05.2017 - 09.2020
- Assisted customers per day, providing successful solutions in a polite manner using active listening to ensure customer retention
- Maintained strong company product and service knowledge to better assist customers with concerns, questions and general education
- Recorded all customer names and contact information in an orderly fashion by utilizing a spreadsheet and other company software
- Answered calls by utilizing the company's call management system and other software
- Trained new employees in data entry, how to converse with customers and new technologies
- Making sales or recommendations for products or services that may better suit client needs
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Shift Manager
Pizza Hut
07.2017 - 04.2018
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Promoted a positive work environment through open communication and constructive feedback.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Exercised composure under pressure and in escalated customer service scenarios.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
Shift Manager
ECS Partnership Mcdonalds
02.2013 - 07.2017
- Assigned team members with tasks to be completed each shift
- Set performance metrics for team members and worked with team members to ensure all metrics are met
- Properly resolved problems and troubleshooting issues as they arise without the direction of management
- Managed multiple projects as well as staff members
- Reported to the assistant or general manager and meeting with management to review goals and metrics
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Addressed and resolved staffing issues promptly, minimizing disruptions to shift operations and maintaining service standards.
Education
High School Diploma -
Edwin Denby
Detroit, MI06-2007
Skills
- Communication Skills
- Customer Service
- Data Entry
- Problem Solving
- Team Leadership
- Building rapport
- Recordkeeping strengths
- Proofreading
- MicroSoft system proficiency
Certification
- ServSafe Managers Certification, National Restaurant Association
- Powered Industrial Truck Permit, State of Michigan
Timeline
Food & Hospitaliaty Program Worker
State Of Michigan Department Of Corrections
01.2024 - 10.2024
Shift Manager
Pizza Hut
07.2017 - 04.2018
Customer Service Representative
Teleperformance (OnStar)
05.2017 - 09.2020
Shift Manager
ECS Partnership Mcdonalds
02.2013 - 07.2017
High School Diploma -
Edwin Denby
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