Summary
Overview
Work History
Education
Skills
Timeline
Generic

Yanesia Mclester

Anniston,AL

Summary

Dynamic professional with a proven track record at Vecra Inc, excelling in customer service and spreadsheet management. Leveraged outstanding communication skills and Microsoft Excel expertise to enhance service delivery and streamline data processes. Achieved significant improvements in customer satisfaction and operational efficiency.

Overview

6
6
years of professional experience

Work History

Remote Customer Service

StarTek
Anniston, AL
03.2023 - 09.2024
  • Provided training and support to new customer service staff on best practices and company policies.
  • Provided customer service by answering questions related to detailing services offered.
  • Provided exceptional customer service by answering questions about game rules, prizes, and promotions.
  • Trained new employees on proper procedures for taking orders, cash handling and customer service etiquette.
  • Resolved customer service issues in a timely manner while maintaining excellent customer relations.
  • Provided customer service to business clients over the phone and in person.
  • Responded promptly to customer inquiries regarding landscaping services.
  • Resolved customer complaints regarding service or product issues in a timely manner.
  • Analyzed data from help desk systems to identify trends in customer requests for improved service delivery.
  • Provided customer service to clients via telephone, email and online chat.

(Remote) Call Center Agent

Vecra inc
Anniston , AL
03.2021 - 11.2023
  • Greeted customers in a professional and courteous manner.
  • Assisted customers with inquiries, issues and complaints via telephone, email and chat.
  • Provided accurate information on products and services to customers.
  • Resolved customer service inquiries promptly and efficiently.
  • Processed orders accurately and timely.
  • Maintained up-to-date knowledge of company's products, services and promotions.
  • Identified customer needs by asking probing questions and actively listening to responses.
  • Followed up with customers regarding their satisfaction with product or service received.
  • Evaluated customer feedback to identify areas for improvement in the call center operations.
  • Managed customer accounts, including updating account information as needed.
  • Ensured compliance with all applicable laws, regulations, policies and procedures related to customer service activities.
  • Maintained detailed records of customer interactions using contact management software.
  • Monitored incoming calls to ensure they were routed correctly according to established protocols.
  • Reported any technical problems encountered while taking calls to the IT department.
  • Tracked daily performance metrics such as wait times, average handle time.
  • Analyzed data trends in order to make recommendations for process improvements.
  • Performed other duties as assigned by supervisor.
  • Participated in training sessions to stay abreast of new products, services, policies and procedures.
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

(Remote)Data Entry/Accounting Assistant

T3 Services Group
Anniston, AL
06.2018 - 02.2020
  • Assisted in the preparation of monthly financial statements and reports.
  • Generated monthly financial reports for internal stakeholders and external auditors.
  • Entered data into accounting software programs such as QuickBooks or Sage 50 Accounting Software.
  • Answered questions from customers regarding their billing or payment status.
  • Provided support to upper management with special projects related to finance or accounting processes.
  • Researched discrepancies between invoices, purchase orders, packing slips.
  • Checked figures and postings for correct entry and proper codes.
  • Produced reliable reports by checking financial statements for accuracy.
  • Implemented new accounting software systems when needed.
  • Worked closely with auditors during year-end audits to provide necessary documentation.

Education

High School Diploma -

Anniston High School
Anniston, AL
05-2012

Skills

  • Outstanding customer service
  • Customer Response
  • Customer Service and Communication Skills
  • Home health services
  • Call Center Customer Service
  • Managing customer relations
  • Spreadsheet Management
  • Software troubleshooting
  • Microsoft Excel certified
  • Document processing
  • Research abilities
  • Document Preparation
  • Call logging
  • Technical Support
  • Report Preparation
  • Data Entry
  • Call handling
  • Payment Processing
  • Customer Service
  • Call Control
  • Inbound phone calls

Timeline

Remote Customer Service

StarTek
03.2023 - 09.2024

(Remote) Call Center Agent

Vecra inc
03.2021 - 11.2023

(Remote)Data Entry/Accounting Assistant

T3 Services Group
06.2018 - 02.2020

High School Diploma -

Anniston High School

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Yanesia Mclester