Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative

Yolanda Estrada

McAllen,TX

Summary

Boosted customer loyalty to maintain strong revenue and develop successful Call center operation. Created all facets of organizational structure, generated funding and established policies for sustainability. Gifted in building relationships and independently solving problems. offering 15 years of extensive experience in Customer Support and in business and operations management. Analytical problem solver and critical thinker with remarkable decision-making and multi-tasking abilities.

Overview

22
22
years of professional experience

Work History

Customer Service Representative

Teleperformance USA
Edinburg, TX
09.2021 - Current
  • Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
  • Answered live online chats to give quick answers and solve problems faster.
  • Assisted clients with product questions to facilitate online ordering process.
  • Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
  • Responded to website and email inquiries within 2-3 business days to maintain customer satisfaction and generate positive reviews.
  • Helped customers navigate website to order product online for added convenience and access to larger inventory.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.

Credit Repair

Estrada Credit Repair
McAllen, TX
09.2021 - 11.2021
  • Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Maintained accurate inventory records to provide data for use in audits and completion of order requests
  • Handled daily customer service aspects, including maintaining positive and ongoing relationships with external customers and freight partners.
  • Made decisions and recommendations about extending lines of credit.
  • Reviewed customer files on regular basis to make sure receivables were in sound condition.
  • Improved understanding of financial statements, which helped in assessing risk.
  • Conducted presentations to upper management and executive teams for loan recommendations.
  • Performed credit reviews on corporations to assess financial conditions.
  • Complied with internal controls and government regulations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Resolved problems, improved operations and provided exceptional service.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Delivered services to customer locations within specific timeframes.
  • Prepared variety of different written communications, reports and documents.
  • Used coordination and planning skills to achieve results according to schedule.
  • Controlled credit exposure by providing financial order management support to minimize risk and obtain timely payment.
  • Minimized accounts receivable collections and reconciled customer billings and statements.

COVID-19 Screener

Cabot Lab
McAllen, TX
12.2017 - 03.2018
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Obtained temperatures of visitors and employees at entry of facility and asked screening questions.
  • Provided COVID-19 FAQs and educational material to patrons and employees.
  • Donned and removed personal protective equipment (PPE) per company protocols.
  • Performed nasal swab and rapid antibody testing via blood droplet collection.
  • Protected individual confidentiality as prescribed by local, state and federal mandates.
  • Oversaw in-person and curbside patient registration and processing.
  • Collected and treated patient samples to test for COVID-19 infection.
  • Processed positive and negative test responses according to established protocols and reporting requirements.
  • Documented novel coronavirus screening assessments.
  • Inventoried and ordered medical and office supplies.
  • Recorded patient vital signs prior to beginning medical procedures.
  • Disinfected tools, equipment and surfaces between patients.
  • Assisted patients with therapy exercises as specified by care team.
  • Completed necessary reports and documentation on time and to specifications.
  • Supported office operations by expertly handling administrative needs.
  • Scheduled patients for appointments and maintained master calendar.
  • Provided family members with general health education and tips for patient care.
  • Helped clinical staff with in-office procedures by organizing spaces and passing instruments.
  • Inspected equipment for defects and completed basic repairs.
  • Received and processed stock into inventory management system.

Customer Service Representative

Teleperformance USA
Edinburg, TX
04.2017 - 08.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded to customer requests for products, services and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Updated account information to maintain customer records.
  • Recommended products to customers, thoroughly explaining details.
  • Recorded account information to open new customer accounts.
  • Collected and analyzed customer information to prepare product or service reports.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Processed customer adjustments to maintain financial accounts.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Communicated professionally with colleagues, freelancers and clients.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Effective liaison between customers and internal departments.
  • Developed and updated databases to handle customer data.
  • Handled over 75 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Delivered excellent customer service, resulting in consistent 98% customer satisfaction rating.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Entered orders into Avaya computer database system.
  • Resolved escalated issues over phone with customers daily.
  • Effectively communicated with customers about account changes, new Internet products or services and potential plan upgrades.
  • Improved overall efficiency 98% by anticipating needs and providing outstanding support.

Manager/Credit Repair Specialist

Credit Doctors
Pharr, TX
02.2010 - 09.2012
  • Made decisions and recommendations about extending lines of credit.
  • Reviewed customer files on regular basis to make sure receivables were in sound condition.
  • Improved understanding of financial statements, which helped in assessing risk.
  • Conducted presentations to upper management and executive teams for loan recommendations.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked with customers to understand needs and provide excellent service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Prepared variety of different written communications, reports and documents.
  • Delivered services to customer locations within specific timeframes.

Truck Broker

Griffith Truck Brokerage
Edinburg, TX
12.2009 - 01.2010
  • Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
  • Coordinated driver dispatch to accomplish daily delivery requirements.
  • Conducted research to address shipping errors and packaging mistakes.
  • Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
  • Collaborated with manufacturing and supply chain management.
  • Organized records of vehicles, schedules and completed orders.
  • Conducted inventory audits with 98% accuracy following company procedures.
  • Divided and categorized cargo received and redirected shipments in response to customer requests.
  • Negotiated with various freight companies and received annual contracts, resulting in cost savings of 85%.
  • Tracked production and quality control systems to proactively identify deficiencies.
  • Coordinated with operators to boost unloaded miles and reduce empty miles by 50%.

Non Profit/Manager of Operations

Broadside Productions
McAllen, TX
12.2001 - 11.2007
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Identified procedure or process changes required to improve performance and productivity.
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Advanced productivity KPIs to achieve key business goals and objectives.
  • Formulated processes to reduce downtime and financial loss.
  • Built and reviewed master service agreements to simplify and streamline contract negotiation process.

Laboratory Technician

San Benito Foods
Hollister , CA
09.1991 - 11.2001
  • Completed recordkeeping, filing and data entry duties.
  • Performed routine preventive maintenance on equipment parts and materials.
  • Diagnosed and reported malfunctions of technical equipment.
  • Performed technical and quality systems audits of laboratory.
  • Reported problems and concerns to management.
  • Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
  • Documented and executed detailed test plans and test cases and summarized and logged audit findings for reporting purposes.
  • Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
  • Performed routine maintenance and calibration on testing equipment.
  • Monitored testing procedures and verified performance of tests according to established item specifications and protocol.
  • Reviewed and validated quality requirements for manufacturing planning, supplier purchase orders and engineering specifications to meet contract compliance regulations.
  • Drafted technical documents such as deviation reports, testing protocol and trend analyses.
  • Interpreted test results by comparing to established specifications and control limits, making recommendations on appropriateness of data for release.
  • Conducted data review and followed standard practices to find solutions.
  • Conducted investigations into questionable test results.
  • Recorded and organized test data for report generation and analysis.
  • Assessed products or services to evaluate conformance with quality standards.
  • Liaised between quality control and other departments and contractors, providing project updates and consultation.
  • Completed supporting documentation for testing procedures, data capture forms, equipment logbooks and inventory forms.
  • Created testing protocols to be used across product lines.
  • Inspected product and compared against standards to meet regulatory requirements.

Education

High School Diploma -

Capitol High School
Phoenix, AZ
04.2014

Skills

  • Call center operations
  • Online chat
  • Sales expertise
  • Money handling abilities
  • Retail store support
  • Stocking and replenishing
  • Performance Optimization
  • Desktop support
  • Troubleshooting and Diagnostics
  • Customer service expert
  • Virtual Support
  • KPI's (AHT,QA,CSAT)
  • Feedback/surveys
  • New Account Setup
  • Shipping Status
  • Refund & Returns
  • Special Requests
  • Step Instructions
  • Customer Experience Management
  • Client Relations Skills
  • Website Navigation
  • Daily Logs
  • Productivity Standards
  • Performance Feedback
  • Team Goals
  • Interaction Documentation
  • Communications Strategies
  • Providing Feedback
  • Performance Improvement
  • Data Systems
  • Telephone Etiquette
  • Closing Procedures
  • Change Orders
  • Maintaining Clean Work Areas
  • POS Systems and Ordering Platforms
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure
  • Clerical Support
  • Management Abilities
  • Document and Records Management
  • Technical Support
  • Order Fulfillment
  • Inbound and Outbound Calling
  • Creative problem solving
  • Good listening skills
  • Professional telephone demeanor
  • Shipping procedures understanding
  • Strategic sales knowledge
  • 45 WPM typing speed
  • Customer Service
  • Microsoft Office
  • Call Center Operations
  • Call Control
  • Correcting Discrepancies
  • Strong Telephone Etiquette
  • Fraud Prevention and Detection
  • High-Volume Environments
  • Corrective Actions
  • Call Volume Analysis
  • Technical Support and Assistance
  • Personalization Expertise
  • Knowledge Base
  • Online Chat
  • Client Rapport-Building
  • Quality Control Standards
  • Professional Development
  • Customer Inquiry Management (CIM)
  • Client Needs Assessment
  • Patient Profiles
  • Confidentiality Requirements
  • Oracle EnterpriseOne
  • Investigate Claims
  • Billing Adjustments and Refunds
  • Understanding Customer Needs
  • Membership Inquiries and Renewals
  • Past Due Account Management
  • Information Updates

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Documented and resolved the reason for the customers call in one call which led to great results.


Timeline

Customer Service Representative

Teleperformance USA
09.2021 - Current

Credit Repair

Estrada Credit Repair
09.2021 - 11.2021

COVID-19 Screener

Cabot Lab
12.2017 - 03.2018

Customer Service Representative

Teleperformance USA
04.2017 - 08.2018

Manager/Credit Repair Specialist

Credit Doctors
02.2010 - 09.2012

Truck Broker

Griffith Truck Brokerage
12.2009 - 01.2010

Non Profit/Manager of Operations

Broadside Productions
12.2001 - 11.2007

Laboratory Technician

San Benito Foods
09.1991 - 11.2001

High School Diploma -

Capitol High School

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Yolanda Estrada