Yolanda Brown
Fort Lauderdale,FL
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
CVS Pharmacy
05.2022 - 09.2024
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
Concentrix
10.2015 - 02.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Education
Bachelor of Arts - Psychology
Southern New Hampshire University
Hooksett, NH09-2028
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Customer relations
- Data entry
- Positive attitude
- Call center customer service
- Time management
- Attention to detail
- Decision-making
- Service recommendations
Timeline
Customer Service Representative
CVS Pharmacy
05.2022 - 09.2024
Customer Service Representative
Concentrix
10.2015 - 02.2020
Bachelor of Arts - Psychology
Southern New Hampshire University
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