Yolanda Melena
Chatsworth,CA
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.
Overview
35
35
years of professional experience
Work History
Customer Service Representative
SkinAct
05.2021 - Current
- 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.
Cashier
Stein Mart
08.2018 - 05.2020
- Hired Part-time to process customer’s purchases, assist customers with their inquiries, and to recover and stock
- Upon closing
- Utilized my customer service and sales skills to simplify our customers shopping experience while increase sales and credit card offers
- I responded to customer requests with a sense of urgency
- Successful applied pervious banking skills to the cashier’s role.
Light School Bus Driver
LAUSD
09.2019 - 03.2020
- Hired full – time to safely transport students to and from school, to comply with all state and local laws relating to a school bus driver, to comply with LAUSD policies and to interact with students and parents in a professional manner
- Utilized my time managements skills to facilitate learning a new skill and acquiring a new License
- Successfully applied my customer services skills to interacting with parents, students, and school staff
- Utilized my organization skills to stay on route and on time.
School Bus Driver
Student Transportation of America
06.2019 - 08.2019
- Hired full – time to safely transport students to and from school, to comply with all state and local laws relating to a school bus driver, to comply with LAUSD policies and to interact with students and parents in a professional manner
- Successfully applied my customer services skills to interacting with parents, students, and school staff
- Utilized my organization skills to stay on route and on time.
Assistant Client Relationship Supervisor
Informa Research Services
03.2015 - 05.2018
- Hired full- time to gather and research financial institutions fees, services, and products
- I was also responsible for audits of existing data and providing support for all operations within the Commercial Services Team
- Utilized my customer service and sales skills to obtain data from financial institutions assigned
- Applied my time management skills to stay current with assignments and reports
- Successfully applied previous banking skills to new role.
Operations Team Manager
Bank of America
07.2010 - 05.2015
- Recruited, trained and supervised 14+ Workout Negotiators as well as Collection reps and mediation Liaisons in subsequent positions
- Ensured negotiators; collection reps and Liaisons complied with all regulatory guideline, bank policy and investor guidelines
- Fostered an environment of inclusion and teamwork in which customers enjoy high levels of service and employees were motivated to deliver top performance
- Achieved higher QC scores, enhanced staff retention, and increased staff promotion rates resulting in improved employee morale.
- Enhanced performance level of leaves across all teams.
- Efficiently resolved process deficiencies adhering to line of business commitments and standards, while following company policies and investor guidelines
- Exhibited our organization's core values to achieve recognition as a leading workplace and provide exceptional customer service.
- Implemented effective strategies for controlling daily business operations, resulting in the growth of profitability and achievement of objectives.
- Demonstrated strong leadership by overseeing daily operations, guaranteeing tasks were finished promptly with outstanding quality.
Customer Service Representative
Brenden Morris Insurance Agency
06.2014 - 03.2015
- Hired part-time to process service request, uncover sales opportunities, offer additional coverages based on household needs
- Duties included answering phone calls, filling, account maintenance, payment processing, customer service, and sales
- Provided Excellent customer service and sales skills
- Acquired needed licensing which demonstrated my ability to transfer current skill set to a new career path
- Successfully applied sales skills to a new market.
In-Bound Sales Rep
Time Warner Cable
08.2013 - 04.2014
- Hired as an inbound Sales Representative to produce sales, fulfill service request and upgrade service packages within the telephone sales team
- Provided excellent customer service and sales skills
- Demonstrated the ability to continuously learn and retain knowledge of new services and promotions being offered
- Refined interpersonal skills which included excellent time management, attentive listening, and consistent follow up.
Loan Consultant
Washington Mutual Bank
03.1989 - 08.2007
- Hired as a teller and was promoted to new accounts within 6 months
- Continued to advance with increasing responsibility levels, culminating in management role where regional recognition was attained for our entire team both in supermarket banking and full-service banking in sales and customer service
- As a Branch Support Specialist, I was responsible for resolving procedural issues in an inbound calls center
- Other career responsibilities included oversight of teams with 18+ associates in addition to processing ATM deposits and cash replenishing, vault transactions, GL processing, operational audits, motivating for referrals and maintaining high standards in customer satisfaction
- My need to learn and grow transitioned into a Loan origination role where I mastered origination of conventional, non-conventional and Government loans
- Contributed to the growth of our market share for loan originations by developing and implementing marketing strategies within specific demographics which yielded a 20% increase
- Coached staff on cross sales techniques, to improve overall customer retention
- Participated in training programs that enhanced employee performance and helped build a motivated and customer service centered workforce
- Received multiple service awards in customer service and production award both in retail bank with highest cross sell ratio and in loan origination for funding dollars.
Education
Graduate -
Van Nuys High School
Van Nuys, CASkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Currentlicense
Commercial Driver License Class B with PS endorsements
Previouslicense
- Residential Insurance Producer
- Residential Loan Originator
Training
Completed numerous courses in customer service, sales strategies, regulatory requirements, loss prevention, time management, leadership skills, performance assessment, notary licensing, loan origination and sales, and Insurance sales.
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
SkinAct
05.2021 - Current
Light School Bus Driver
LAUSD
09.2019 - 03.2020
School Bus Driver
Student Transportation of America
06.2019 - 08.2019
Cashier
Stein Mart
08.2018 - 05.2020
Assistant Client Relationship Supervisor
Informa Research Services
03.2015 - 05.2018
Customer Service Representative
Brenden Morris Insurance Agency
06.2014 - 03.2015
In-Bound Sales Rep
Time Warner Cable
08.2013 - 04.2014
Operations Team Manager
Bank of America
07.2010 - 05.2015
Loan Consultant
Washington Mutual Bank
03.1989 - 08.2007
Graduate -
Van Nuys High School
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