Yohlanda McFadden
Salters,SC
Summary
Flexible Customer Service Representative with 10 years of success in resolving customer concerns and inquiries. Committed to providing helpful answers and relevant information to retain clients. Friendly and efficient in maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding standards with strong skill in retaining product and service information to provide effective issue resolution. Dedicated Customer Service Representative motivated to improve service, satisfaction, and contribute to overall company success. Friendly and efficient CSR devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable standards with strong skill in retaining product and service information to provide effective issue resolution and addressing diverse issues.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Apple One
Columbia , SC
2022.04 - 2023.12
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Customer Service Representative
Recruiting Solutions
Florence , SC
2019.09 - 2022.02
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Explained benefits, features and recommendations to maximize client retention.
- Upheld privacy and security requirements for customer information.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Reviewed account and service histories to identify trends and resolve issues.
Housekeeper
Grandeur Management
Myrtle Beach , SC
2018.02 - 2019.09
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Interacted pleasantly with clients and guests when performing daily duties.
- Created inventory checklists and stocked housekeeping carts daily.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
- Emptied wastebaskets and disposed of soiled linens in guest rooms to reduce spread of germs and enhance freshness.
- Laundered sheets and removed stains to restore linens to pristine condition.
- Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.
- Supplied extra towels and toiletries when requested to optimize guest comfort.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
Inspector / Assembler Technician
Peak Workforce Solutions
Manning , SC
2018.10 - 2019.07
- Inspected and tested final products to verify conformance to established tolerances.
- Completed component assembly with minimal supervision to meet deadlines.
- Completed accurate assembly work by positioning and aligning components.
- Set up and performed hand and automatic assembly operations on components, sub-assemblies and assemblies.
- Inspected finished parts and components to enforce QA standards and uncover defects prior to packaging.
- Completed quality records, scrap reports and machine logs in database.
- Promoted worksite safety by explaining and enforcing OSHA requirements.
- Assembled machinery from component parts, following prescribed instructions to support correct configurations.
- Inserted and positioned materials and clamped, spliced and fitted parts using hand and power tools.
- Assessed work for errors or compliance issues and made corrections and modifications.
- Improved knowledge and productivity through continuous education and learning from foreman and senior assemblers.
Assembly Technician
Olsten Staffing
Florence , SC
2017.05 - 2018.01
- Picked orders and prepared for shipping and receiving of incoming products.
- Kept eye on material levels, counted supplies and restocked components to maintain production.
- Maintained clean workstation, equipment and text fixtures in safe condition.
- Maintained neat, organized and clean work areas to avoid safety concerns or production delays.
Product Packer
Tupperware
Hemingway , SC
2013.10 - 2017.04
- Packed merchandise into boxes and containers in preparation for safe shipment.
- Marked and labeled containers with accurate shipping information to prevent delays.
- Assembled cartons, crates and containers to prepare for shipping.
- Reviewed packing slips and other documentation to properly box requested items for shipment.
- Secured finished packaged items for shipment by hand tying, sewing, gluing, stapling or attaching fasteners to boxes.
- Applied labels and transferred products to final shipping area with smooth and consistent flow focused on synchronizing operations and meeting timetables.
- Assembled cartons and applied pads to crate to prepare for product packing.
Registration/Admissions Clerk
Williamsburg Regional Hospital
Kingstree , SC
2008.05 - 2012.10
- Collected and inputted accurate, current information into the database.
- Completed document faxing, bookkeeping and accurate filing.
- Helped patients with admissions process and adhered to state and federal laws.
- Managed both inpatient and outpatient registration.
- Handled insurance claim duties and verified that each met standards of admissions.
Education
Bachelor of Arts - Business Administration And Management
Morris College
Sumter, SC05.2001
High School Diploma -
C. E. Murray High School
Greeleyville, SC06.1996
Certificate - Early Childhood Education
Williamsburg Technical College
Kingstree, SCSkills
- Over 10 years experience in Customer Service
- Experience in working in a high volume, metric driven, call center environment, handling general inquiries and complaints
- Performed heavy data entry and provided excellent customer service
- Computer knowledge in Microsoft Word, Excel, Outlook
- De-escalation Techniques
- Efficient and Detail-Oriented
- Data Evaluation
- Verbal and Written Communication
- Building Customer Trust and Loyalty
- Microsoft Office Expertise
- Problem-Solving Abilities
- Understanding Customer Needs
- Responding to Difficult Customers
- Customer Service
- Office Equipment Proficiency
- Courteous with Strong Service Mindset
- Customer Relations
- Multitasking and Prioritization
- 35 wpm Typing Speed
- Adaptive Team Player
- Call Documentation
- Inbound and Outbound Calling
Timeline
Customer Service Representative
Apple One
2022.04 - 2023.12
Customer Service Representative
Recruiting Solutions
2019.09 - 2022.02
Inspector / Assembler Technician
Peak Workforce Solutions
2018.10 - 2019.07
Housekeeper
Grandeur Management
2018.02 - 2019.09
Assembly Technician
Olsten Staffing
2017.05 - 2018.01
Product Packer
Tupperware
2013.10 - 2017.04
Registration/Admissions Clerk
Williamsburg Regional Hospital
2008.05 - 2012.10
Bachelor of Arts - Business Administration And Management
Morris College
High School Diploma -
C. E. Murray High School
Certificate - Early Childhood Education
Williamsburg Technical College
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