Summary
Overview
Work History
Education
Skills
Timeline
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Yolanda Robinson

East Stroudsburg,PA

Summary

Adept at enhancing customer satisfaction and retention, I excelled at Federal Express by leveraging complaint resolution and teamwork skills. Reduced complaints by promptly implementing solutions, mentored junior agents, and improved call handling efficiency. My proactive approach and attention to detail ensured high-quality customer support and operational excellence.

Overview

30
30
years of professional experience

Work History

Sr. Customer Service Agent

Federal Express
10.2004 - Current
  • Coordinated closely with other departments to resolve customer issues, ensuring seamless service delivery and problem resolution.
  • Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
  • Delivered exceptional support by accurately tracking customer requests and providing timely updates on resolution progress.
  • Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
  • Mentored junior agents to develop their skills and elevate the team''s overall performance.
  • Reduced customer complaints by promptly identifying problems and implementing effective solutions.
  • Assist couriers with packages that have an incorrect address.
  • Assist with multiple sort functions to assure packages are routed to correct destination.

Call Center Representative

Federal Express
10.1999 - 09.2004
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.

Package Handler

Federal Express
10.1994 - 09.1999
  • Followed safety regulations to maintain safe work environment.
  • Improved package handling efficiency by implementing proper sorting and organizing techniques.
  • Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
  • Reduced damage rates for packages through careful handling and adherence to safety protocols.
  • Assembled, sealed, and loaded packages into correct trucks.
  • Used hand-held scanners and physical logs to accurately track item movements.

Education

High School Diploma -

Barringer High School
Newark, NJ
06.1994

Skills

  • Complaint Handling
  • Staff Training
  • Call Center Operations
  • Call center experience
  • Customer Support
  • Complaint resolution
  • Quality Assurance
  • Customer Retention
  • Teamwork and Collaboration
  • Attention to Detail
  • Problem-solving skills
  • Multitasking

Timeline

Sr. Customer Service Agent

Federal Express
10.2004 - Current

Call Center Representative

Federal Express
10.1999 - 09.2004

Package Handler

Federal Express
10.1994 - 09.1999

High School Diploma -

Barringer High School

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Yolanda Robinson