Yolandia S. Knight
Tarboro,NC
Summary
A customer service-oriented professional with over 20 years of experience in consistent positive interactions with customers and knowledge of time management. Excelled in problem-solving and CRM, boosting retention through superior service and empathy. Skilled in multitasking and communication, adeptly managing customer concerns and improving relationship standards. Achieved notable customer satisfaction increases, demonstrating adaptability and a commitment to excellence.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Deli Team Lead
Eastern Petroleum Corporation
Tarboro, NC
10.2020 - Current
- Manage customer concerns with the objective of maintaining positive customer relationships.
- Developed weekly schedules for deli staff to ensure adequate coverage during peak hours.
- Addressed employee performance issues promptly, while also providing feedback and coaching as needed.
- Maximized customer satisfaction scores by training employees well and implementing strong customer relations standards.
- Priced and ordered food products, kitchen equipment, and food service supplies.
- Operated cash registers to process payments for goods and services.
- Assisted in the training and development of new deli team members.
- Directed staff to maintain a clean, safe and sanitary work environment.
Retention Customer Service Representative
Focus Services Inc.
Tarboro, NC
07.2022 - 09.2023
- Resolved customer complaints promptly and professionally.
- Promoted available products and services to customers during service, account management and order calls.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Verified customer information and processed orders accurately.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated system with order specifics and customer details, preferences, and billing information.
- Participated in team meetings to discuss best practices for retention strategies.
- Prevented key account losses by researching discrepancies and correcting problems.
Administrative Assistant
Edgecombe County Department of Social Services
Tarboro, NC
09.2019 - 02.2020
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Proofread content for typo-free emails and documentation.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
Customer Service Representative
West Corporation
Tarboro, NC
10.2005 - 05.2006
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
High School Diploma -
North Edgecombe High School
05.2001
Skills
- Communication
- Adaptability
- Empathy
- Problem-solving
- Time Management
- Phone etiquette
- Order coordination
- Customer complaint resolution
- Multitasking and organization
- Payment processing
- Cash handling
- Attention to detail
- Customer service
- Inventory management
- Point-of-sale system
- Adaptability and flexibility
- Customer relationship management (CRM)
- Data entry proficiency
- Account management
- Customer satisfaction
Certification
- Career Readiness Certificate-Bronze
Timeline
Retention Customer Service Representative
Focus Services Inc.
07.2022 - 09.2023
Deli Team Lead
Eastern Petroleum Corporation
10.2020 - Current
Administrative Assistant
Edgecombe County Department of Social Services
09.2019 - 02.2020
Customer Service Representative
West Corporation
10.2005 - 05.2006
High School Diploma -
North Edgecombe High School
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