Summary
Overview
Work History
Education
Skills
Timeline
Generic

Yatta Kandakai

Charlotte,NC

Summary

Adept at swiftly resolving technical issues, as demonstrated at Sezzle, I bring a proven track record of enhancing customer satisfaction through excellent support and strong analytical skills. My background includes streamlining processes and significantly improving service quality, with a keen eye for detail and a commitment to clear, effective communication.

Overview

13
13
years of professional experience

Work History

Technical Support Engineer

Sezzle
Remote
08.2022 - Current
  • Effectively and quickly resolve customer issues through email / Zendesk and Slack; triage, resolve, and escalate technical issues as needed
  • Deeply understanding Sezzle’s products and platform, being able to troubleshoot issues, assist shopper support, and make recommendations.
  • Quickly investigating shopper accounts and payment related issues by utilizing Redash queries, correcting these issue through Admin and/or running cron jobs with Gitlab
  • Collaborate with cross-functional groups - Product, Pay, Engineering, Risk, Mobile and others teams to alert of potential widespread defects and to resolve as quickly as possible
  • Investigation, resolution or escalation of incidents as well as creation and maintenance of documentation using Jira
  • Troubleshot software bugs and reported findings in bug tracking systems such as JIRA.

Shopper Support Agent

Sezzle
Remote
05.2021 - 08.2022
  • Assists and responds quickly to multiple customer inquires through the Zendesk chat function
  • Detects customer complaint trends to correct and escalate systematic issues to the appropriate team
  • Builds customer retention by quickly assessing new and established customer needs and providing thoughtful personalized solutions
  • Resolves 93% of issues within the first chat and/or email inquiry and escalates more complex issues to obtain necessary customer support.
  • Flag, document and escalate potentially suspicious and fraudulent activity
  • Documents and categorizes customer trends to improve the customer experience
  • Upholds strict verification procedures during customer interactions.
  • Utilizes 2 screens to navigate through multiple programs during customer interactions

FC Associate

Amazon
Concord, NC
06.2020 - 05.2021
  • Assisted in picking and loading process as required by business needs by efficiently picking and assembling orders.
  • Coordinated with other associates on day-to-day work activities to drive productivity and achieve operational objectives.
  • Verified all items were matched to sales checks correctly for packing and shipment at close of each day.
  • Trained and mentored new associates on responsible and customer-focused receiving, picking and packing functions and reported progress to supervisor.

Server

CP Shucker's
Virginia Beach, VA
06.2019 - 02.2020
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
  • Assisted customers in selecting appetizers, entrees and desserts and recommended alternative items for food allergies and gluten intolerances.
  • Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
  • Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
  • Communicated effectively with patrons to establish preferences and dietary restrictions and make food and beverage recommendations.
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.

Collections Representative

National Enterprise Systems
Solon, OH
06.2015 - 06.2019
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Entered customers' financial status information into system.
  • Advised debtors on payment options and set up payment plans.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Recorded information about customers' financial status and collections status efforts.
  • Handled contracts and payments on accounts.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Processed payments over phone and set up recurring drafts.

Secretary

Kent State University, OEECE
Kent, OH
08.2011 - 05.2015
  • Maintained organized filing system of paper and electronic documents.
  • Coordinated communications, including taking calls, responding to emails and interfacing with clients.
  • Composed, proofread and distributed clean and professional business correspondence and internal team communications.
  • Received and routed incoming calls and correspondence to promote timely communication.
  • Created agendas, meeting notes and other documents to enhance collaborative process.
  • Assisted production and distribution of memos, newsletters, email updates and other forms of communication.
  • Fostered productivity by coordinating itinerary and scheduling appointments.
  • Revised and maintained master calendar for client appointments.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.

Education

Some College (No Degree) - Fashion Merchandising

Kent State University

Skills

Execellent customer support

Strong analytical abilities

Extremely self-motivated and adaptable

Articulate and effective communicator

Strong attention to detail with an emphasis on quality service

Timeline

Technical Support Engineer

Sezzle
08.2022 - Current

Shopper Support Agent

Sezzle
05.2021 - 08.2022

FC Associate

Amazon
06.2020 - 05.2021

Server

CP Shucker's
06.2019 - 02.2020

Collections Representative

National Enterprise Systems
06.2015 - 06.2019

Secretary

Kent State University, OEECE
08.2011 - 05.2015

Some College (No Degree) - Fashion Merchandising

Kent State University

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Yatta Kandakai