Summary
Overview
Work History
Skills
Timeline
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YeJuanda Ogeto

Conway,AR

Summary

Accomplished Senior Customer Service Representative with a proven track record at Cardinal Health, enhancing customer satisfaction and fostering long-term relationships. Expert in complaint resolution and utilizing Salesforce CRM, demonstrating exceptional teamwork and collaboration. Achieved significant improvements in customer loyalty and service delivery, showcasing a commitment to quality assurance and effective customer account management.

Experienced with managing high-volume customer interactions and resolving complex issues. Utilizes strong understanding of customer service principles to ensure satisfaction and loyalty. Track record of effective communication and team collaboration, leading to successful outcomes.

Overview

22
22
years of professional experience

Work History

Senior Customer Service Representative

Cardinal Health
08.2008 - 10.2024
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.

Customer Service Representative

Fidelity National Information Services, FIS
06.2006 - 03.2008
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Processed new credit card plastic request within government guidelines using the TBS system.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.

Customer Service Representative

AT&T Wireless
08.2002 - 06.2006
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Skills

  • Customer support
  • Complaint resolution
  • Quality assurance
  • Order fulfillment
  • Customer relations
  • Teamwork and collaboration
  • Customer account management
  • Microsoft office
  • Remote office availability
  • Salesforce CRM
  • Order processing
  • Policies and procedures adherence

Timeline

Senior Customer Service Representative

Cardinal Health
08.2008 - 10.2024

Customer Service Representative

Fidelity National Information Services, FIS
06.2006 - 03.2008

Customer Service Representative

AT&T Wireless
08.2002 - 06.2006

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YeJuanda Ogeto