Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Yogibel Wilensky

Tampa,FL

Summary

Amiable Customer Experience Agent with several years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Experience Agent

Delta
Tampa, FL
04.2023 - Current
  • Collaborated closely with other departments to resolve complex customer inquiries.
  • Identified and escalated priority issues to appropriate teams for resolution.
  • Received incoming calls from customers seeking assistance or advice regarding products or services offered.
  • Monitored customer interactions to ensure compliance with company policies and procedures.
  • Maintained up-to-date knowledge of product features, benefits, pricing, and promotions.
  • Reported any suspicious activity observed during interactions with customers according to established protocols.
  • Provided technical support for customer's account related issues.
  • Resolved customer queries and complaints in a timely manner.
  • Conducted outbound calls to follow up on pending requests from customers.
  • Provided excellent customer service by responding to inquiries in a timely and professional manner.
  • Ensured accuracy of all information provided to customers by verifying data entered into the system.
  • Assisted customers with any inquiries or complaints regarding their orders.
  • Participated in team meetings and brainstorming sessions to discuss possible improvements in the CX process.
  • Assisted customers with ordering processes, payment options, shipping arrangements, and returns and exchanges.
  • Educated customers about new products and services that may be beneficial for them.
  • Utilized multiple communication channels to provide assistance to customers.
  • Assisted customers with making payments or completing orders in system.
  • Handled customer complaints courteously using appropriate techniques, problem-solving skills and follow-up logs.
  • Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads.
  • Guided customers through troubleshooting, navigating company site and using services.
  • Customized service solutions to meet individual customer needs, enhancing personalization.
  • Participated in workshops and seminars to stay updated on customer service trends and technologies.
  • Implemented customer loyalty programs to increase repeat business and customer retention.
  • Escalated complex customer issues to higher management for resolution.

Freight Associate

Home Depot, USA
Tampa, FL
05.2021 - 08.2023
  • Assisted in the organization of shipping materials such as labels, boxes, packing material.
  • Maintained a safe work environment by adhering to all safety protocols and procedures.
  • Received, inspected, and verified freight shipments for accuracy and completeness.
  • Provided excellent customer service to clients inquiring about their freight shipment status.
  • Monitored inventory levels of goods in transit to ensure timely delivery of goods to customers.
  • Collaborated with other team members to ensure efficient operation of the warehouse operations department.
  • Ensured compliance with safety regulations while handling hazardous materials.
  • Resolved any issues related to damaged or lost freight items in a timely manner.
  • Maintained a clean work environment by sweeping and organizing the warehouse.
  • Used boards and pallets to stack freight at designated locations.
  • Scanned and documented freights and assigned appropriate marking labels with identifying information.
  • Inspected freight for damages and discrepancies against shipping documents.
  • Entered shipment details into database.
  • Sorted and placed materials or items on racks, shelves, or in bins according to organizational standards.
  • Maintained cleanliness and safety standards in the work area.
  • Collaborated with supervisors to identify improvements in shipping and receiving processes.
  • Loaded, unloaded, and moved cargo by hand and using forklifts, pallet jacks, and other equipment.

Dispatcher Manager

A1 Express Services
Tampa, FL
05.2015 - 03.2022
  • Coordinated communication between warehouse personnel, customers, and drivers via phone or radio transmissions.
  • Trained new staff members in proper dispatch procedures.
  • Investigated any accidents involving company vehicles.
  • Utilized GPS systems to track vehicle locations in real time.
  • Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
  • Ensured compliance with safety regulations and company policies.
  • Resolved customer complaints related to service issues or delays.
  • Managed a large volume of phone calls while ensuring accuracy in data entry.

Education

Associate of Arts - Architectural and Building Technology

Hillsborough Community College
Tampa, FL

Skills

  • Technical Support
  • Database Research
  • Performance Tracking
  • Conflict Management
  • CRM Software
  • Call Control
  • Customer Service
  • De-Escalation Techniques
  • Quality Control
  • Order Fulfillment
  • Analytical Thinking
  • Self Motivation
  • Adaptability
  • Time Management
  • Attention to Detail
  • MS Office
  • Shipping and receiving understanding
  • Credit card payment processing
  • Product Knowledge
  • Decision-Making
  • Effective Communication
  • Route Management
  • Spanish Fluency

Certification

  • AutoCAD
  • BLS

Timeline

Customer Experience Agent

Delta
04.2023 - Current

Freight Associate

Home Depot, USA
05.2021 - 08.2023

Dispatcher Manager

A1 Express Services
05.2015 - 03.2022

Associate of Arts - Architectural and Building Technology

Hillsborough Community College

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Yogibel Wilensky