Summary
Overview
Work History
Education
Skills
Timeline
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Yolanda Mendez

Lakeland,Florida

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

11
11
years of professional experience

Work History

Resolution Senior Coordinator

Walmart (Remote)
Lakeland, F;
07.2023 - Current
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
  • Tracked chargeback activity to identify best practices for determining fraud.
  • Resolved customer complaints quickly and efficiently.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered incoming customer inquiries regarding product and service information.

Customer Service Specialist

Amazon (Remote)
Lakeland, FL
07.2022 - 07.2023
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers with account maintenance such as resetting passwords and updating contact information.
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided assistance to customers in navigating website, placing orders, and resolving complaints.
  • Answered incoming customer inquiries regarding product and service information.
  • Processed returns, refunds, exchanges according to company policies and procedures.

Behavioral Specialist

Polk County School Board
Lakeland, FL
08.2012 - 08.2022
  • Assisted in the development of IEPs for each student by providing input on goals related to behavior management.
  • Participated in multi-disciplinary team meetings to discuss progress and plan future actions.
  • Cultivated classroom environment focused on inclusion and growth, fostering both social and academic development.
  • Demonstrated appropriate behaviors using behavior modeling and positive reinforcement techniques.
  • Developed individual educational plans designed to promote educational, physical and social development.
  • Conducted assessments of student's behavior, academic performance, and social skills.

Education

Some College (No Degree) -

Florida Southern College
Lakeland, FL

Skills

  • Customer Order Management
  • Call Centers
  • Good Communication Skills
  • Problem Resolution
  • Conflict Mediation
  • Customer Relationship Management (CRM)
  • Telephone Etiquette
  • Customer Retention
  • Complaint Resolution

Timeline

Resolution Senior Coordinator

Walmart (Remote)
07.2023 - Current

Customer Service Specialist

Amazon (Remote)
07.2022 - 07.2023

Behavioral Specialist

Polk County School Board
08.2012 - 08.2022

Some College (No Degree) -

Florida Southern College

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Yolanda Mendez