Yolanda Mendoza
Phoenix
Summary
Dynamic Customer Service Representative with over 18 years of experience dedicated to enhancing customer satisfaction and loyalty. Expertise in data entry, sales management, and team training, consistently exceeding performance targets and driving results. Committed to creating a supportive environment while streamlining processes to boost customer retention and operational efficiency. Proven track record of transforming challenges into opportunities for growth and success.
Overview
1
1
Language
20
20
years of professional experience
Work History
Member Service Rep
RxBenefits
2025.02 - Current
- Resolved customer inquiries, boosting satisfaction and loyalty by 7%.
- Handled high-volume calls efficiently, using CRM tools to improve response times.
- Collaborated with doctors and pharmacies to enhance member support.
- Streamlined support processes, contributing to increased customer retention.
- Managed customer interactions with empathy, improving service quality.
- Deliver exceptional customer service at RxBenefits, resolving inquiries efficiently and maintaining high satisfaction rates.
- Collaborate with team to streamline processes.
- Remote
Phone Banker
Arizona Financial credit union
2021.03 - 2023.12
- Provided exceptional customer service as Phone Banker, resolving complex inquiries and fostering strong client relationships.
- Streamlined processes for improved efficiency.
- Consistently exceeded performance targets, handling high call volumes while maintaining quality. Implemented innovative solutions to reduce average call time.
- Ensured compliance with banking regulations and internal policies. Maintained accurate customer records, contributing to improved account management.
- Remote
Data Entry Specialist
Access information inc
2019.01 - 2020.03
- Ensured data integrity by verifying accuracy, enhancing operational efficiency.
- Classified data accurately, improving database reliability and accessibility.
- Executed repetitive tasks with precision, contributing to team productivity.
- Executed precise data classification, ensuring correct field usage for information input, resulting in streamlined data management processes.
- Optimized efficiency in repetitive tasks while maintaining meticulous attention to detail, significantly reducing error rates in data entry.
Sales Manager
Walmart
2014.11 - 2019.05
- Led promotional strategies, achieving 90% budget goals and enhancing sales forecasting accuracy.
- Trained sales team in value messaging and deal closure, boosting revenue through targeted strategies.
- Implemented demand forecasting, consistently exceeding 90% sales targets with precise planning.
- Fostered a high-performance sales culture through mentorship and training, empowering team members to exceed targets and drive business success.
Customer Service Representative
Sears Holdings
2010.01 - 2014.11
- Enhanced customer retention by offering tailored promotions, handling 80+ calls daily.
- Resolved diverse customer issues efficiently, ensuring high satisfaction and loyalty.
- Executed administrative tasks swiftly, improving service response times.
- Utilized keen problem-solving skills to manage customer inquiries effectively.
Supervisor
Del Star
2007.01 - 2009.12
- Facilitated goal-setting sessions to ensure cohesive team efforts and optimize productivity.
- Managed schedules, payroll, and equipment maintenance, optimizing administrative processes.
- Enhanced team performance through technical guidance and direct supervision, achieving measurable results.
Education
High School Diploma -
International Commerce
Phoenix, Arizona2004-05
Skills
- Accurate and detailed (Expert)
- Customer service (Expert)
- Microsoft Excel (Experienced)
- Microsoft Word (Expert)
- Task prioritization (Expert)
- Administrative functions (Expert)
- Invoicing (Experienced)
- Billing & Invoicing (Experienced)
- Data entry (Expert)
- Sales management (Expert)
- Team training (Expert)
- Customer retention (Expert)
- Relationship building
- Financial transactions
- CRM Software
- Data Entry
- Software: Avant, Cisco,WFW, Slack
- Customer Account Management
- Remote Collaboration Tools
- Customer support
- Customer service
Accomplishments
- Achieved AHT by 95% or higher by completing first contact resolution with accuracy and efficiency.
- Supervised team of 6 staff members.
- Achieved and maintained a 95% or higher customer satisfaction score.
Languages
English
Full Professional
Timeline
Member Service Rep
RxBenefits
2025.02 - Current
Phone Banker
Arizona Financial credit union
2021.03 - 2023.12
Data Entry Specialist
Access information inc
2019.01 - 2020.03
Sales Manager
Walmart
2014.11 - 2019.05
Customer Service Representative
Sears Holdings
2010.01 - 2014.11
Supervisor
Del Star
2007.01 - 2009.12
High School Diploma -
International Commerce