Yolanda Merritt
Camilla,GA
Summary
OBJECTIVES Dedicated to high levels of customer satisfaction and meeting aggressive business goals. With specialized knowledge in the medical industry and computers. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
1
1
Certification
13
13
Customer Service
5
5
years of professional experience
Work History
WFH/ HR Customer Intake Coordinator
Highmark Health & AHN Allegheny Health
04.2022 - 05.2023
- Responsible for performing variety of human resource support duties
- Assist in maintaining human resource database and all worker records and files
- Responsible for effectively recording, maintaining, and reporting human resource information in confidential manner
- Track and resolve problems and check system operations as scheduled
- Responsible for establishing and maintaining professional working relations with co workers, business professionals, managers, and all other callers
- Responsible for establishing and maintaining effective communication, coordination, and working relations with Company personnel and with management
- Salesforce service requests are answered in timely manner, or closed
- Capable of working through stressful situations, multi tasking, working in heavy call volume for long period of time
- Responsible for Benefit enrollments during OE for active, retires, and Medicare enrollments for 65 and older
- Responsible for providing information on HSA-Health Savings Accounts, FSA-Flexible Spending Accounts, HDHP-high deductible health plan, PPO-preferred provider organization plans, EPO-exclusive provider organization plans, HMO-health maintenance organization plans and Wellness Reward programs with incentives for benefit plan owner with spouse or domestic partner.
- Enhanced office productivity by handling high volume of callers per day.
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
- Managed time efficiently in order to complete all tasks within deadlines
- Cultivated interpersonal skills by building positive relationships with others.
WFH/ Customer Care Rep
On Process Technology Incorporated, AT&T, Verizon
05.2021 - 12.2021
- Dec
- 15, 2021
- Received inbound and outbound calls from customers who had internet and insurance on devices and equipment that needed to be returned
- Provided billing information, helped with technical support with satellites, mobile phones, cable equipment
- Calmed irate unhappy customers, made sure customers issues were met in timely manner.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- 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.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
WFH/Customer Service Agent
Skybridge Americas, Shoe Carnival
02.2020 - 05.2021
- Used many different systems to look up customer's order, up sales items, looking to see if order is in stock for customer, cancel items, help place order for customer
- Helped large volume of customers over 80-150 every day, and over 200 during holidays.
- Handled all calls with positive attitude and focus on customer satisfaction.
- Escalating issues only when needed by email, chat or phone.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Addressed customer account discrepancies and concerns.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Gave discounts and replacements items when needed
WFH Customer Service.
Sitel
2528 NW 19th ST. Pompano Beach, FL. 33069, Florida
08.2020 - 01.2021
- For PSCU-Fraud Answered inbound and outbound calls, from customer's with credit or debit card issues
- Took close rapport on all customers, before opening accounts
- Seeking out Fraudsters, by listening to mistakes, or given incorrect information
- Having to transfer calls to proper bank companies, and explain details of customer's call
- Had to maneuver through many different systems, throughout calls.
- Completed call documentation while speaking with customers.
- Developed technical and mechanical proficiency to assist customers and field staff with service issues.
- Handled calls promptly and with courteous professionalism.
- Maintained working knowledge of products, accounts, representatives, tools and systems.
- Processed orders, service requests and applied information to customers.
- Analyzed customer feedback to identify areas of improvement and implemented actionable solutions.
- Employed consultative techniques, using probing questions to overcome objections and close accounts.
- Answered in-depth questions about company offerings, service policies and benefits of each plan.
- Navigated multiple computer systems expertly to handle customers' sales and service needs.
- Called on existing accounts to drive sales through proactive and relationship-driven contact strategies.
WFH/ Customer Service Representative
TTEC Teletech
03.2020 - 07.2020
- Answered 50 to 100 inbound calls from customers that needed help with health benefit balances, shopping, changing information in system, shipping out catologs, and canceling orders.
- Verified customers in multiple systems.
- Provided help with purchasing items from catalog, through Walmart orders, CVS, Walgreens or customer pharmacy choice.
- Handled customer inquiries and suggestions courteously and professionally.
- Transfer 10% of my calls to specialist if needed, for more help.
- Use chat to speak with other managers and team leaders
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Always left notes for other agents in customer accounts
- Keep customers' credentials confidential
WFH/Customer Service Technician
Teleperformance USA Corporate
08.2018 - 01.2020
- Taking 100-200 inbound and 20% outbound calls from customers with apple devices, phones, computers, air pods, tv, and accessories.
- Troubleshooting apple devices, research articles to find solutions to issues for customers
- Screen sharing to guide customers to resolve their issue
- Scheduling repair appointments, helping customers reset passwords, backing up data
- Emailing articles to customers for knowledge, and educating customers on everything can
- Help sell products, and keep customers' information confidential
- Calming down upset customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Implemented and developed customer service training processes.
- Developed and updated databases to handle customer data.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
WFH/Customer Service Representative
Sykes Enterprise Inc
11.2017 - 04.2018
- 1st position was Walmart Online, taking inbound & outbound calls, answering emails, and chats through out day
- Helping customers with purchasing, canceling orders, tracking their orders, refunding, managing return orders, upsells, and gift cards.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Having to resend and replace customers items, I had to reach out to 3rd party consumers for customers
- Calming down upset customers
- Using multi- screens to maneuver all systems around
- Turbo Tax was able to use on webcam was able to answer basic tax questions
- Once verified customer information, was able to give information on how their tax process was coming along, through system help with technical issues that occurred on website.
- Helped with prepaid cards, helped getting to tax web site to find status of customer refund
- Helped customers get transferred to CPA
- Tax Advisors.
Education
Certification - Teaching English As A Foreign Language
Henry Harvey Education
355 Serrano Drive, 10C, San Francisco Ca. 9413212.2020
Associate of Applied Science - Medical Billing And Coding
Fortis College
Centerville Ohio04.2010
Skills
- Microsoft Office
- Building Rapport
- Sales and Upselling
- Information Updates
- Compliance Requirements
- Administrative and Office Support
- Understanding Customer Needs
- Reading Comprehension
- Inbound Customer Service
- Problem Resolution
- Billing Adjustments and Refunds
- Outbound Collection Calling
- Online Systems
- Security Verification
- Merchandise Orders and Exchanges
- Clerical Support
- Livechat Messaging
- Customer Inquiry Response
- Correcting Discrepancies
- Invoice Preparation and Processing
- Customer Data Confidentiality
- Trained in Salesforce
- Calm and Professional Under Pressure
- Claims Monitoring
- Policy And Procedure Adherence
- First-Tier Technical Support
- Customer Relations
- Time Management
- Critical Thinking
Timeline
WFH/ HR Customer Intake Coordinator
Highmark Health & AHN Allegheny Health
04.2022 - 05.2023
WFH/ Customer Care Rep
On Process Technology Incorporated, AT&T, Verizon
05.2021 - 12.2021
WFH Customer Service.
Sitel
08.2020 - 01.2021
WFH/ Customer Service Representative
TTEC Teletech
03.2020 - 07.2020
WFH/Customer Service Agent
Skybridge Americas, Shoe Carnival
02.2020 - 05.2021
WFH/Customer Service Technician
Teleperformance USA Corporate
08.2018 - 01.2020
WFH/Customer Service Representative
Sykes Enterprise Inc
11.2017 - 04.2018
Certification - Teaching English As A Foreign Language
Henry Harvey Education
Associate of Applied Science - Medical Billing And Coding
Fortis College
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