Yolonda Anderson
Antioch,Tennessee
Summary
Dynamic customer service representative with over 30 years of experience at FedEx, specializing in domestic small package and international customer service. Proven ability to align with company goals while efficiently scheduling pickups, filing claims, and assisting customers, all while maintaining exceptional speed and accuracy. Recognized for a strong commitment to team collaboration and consistently achieving positive outcomes in challenging situations. Reliable and adaptable, equipped with outstanding communication and problem-solving skills that enhance customer satisfaction and drive operational success.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
10.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Identified and resolved discrepancies and errors in customer accounts.
Manifesting OPS Agent
Federal Express
03.1993 - 09.2022
- Performs a basic level of processing and obtaining customs clearance approval for import/export and transshipments of documents, packages, and merchandise in baggage or air freight.
- Prepares necessary customs forms to enable import, export, and transshipments procedures to take place in a timely, efficient, and effective manner for consignments arriving/departing via aircraft. Ex. master airway bills, cargo manifests and general declarations, invoices, and other related paperwork.
- Prepares forms detailing customs duties, tariffs, and taxes/V.A.T. fees to enable timely recovery of costs.
- Prepares international manifests to ensure responsive and efficient customs clearance is possible.
- Ensures station’s full compliance with country customs and tax laws and in line with FedEx policies, procedures, practices, and rules.
- Interfaces with customs officials and coordinates customs activities with internal operation employees.
- Contacts customers for additional information and to inform them on duties and taxes to be paid. Maintain all customs documentation well organized and properly filed.
- Processed import/export documentation for timely customs clearance of packages and merchandise.
- Trained new team members on customs procedures and documentation requirements for imports/exports.
Education
High school or equivalent -
Hillcrest High School
Memphis, TN05.1990
Skills
- Extensive experience with Microsoft Word
- Proficient in data entry tasks
- Microsoft Powerpoint - 10 years
- Ten Key - 10 years
- Customer Service - 10 years
- Active listening
- Critical thinking
- Call center experience
- Complaint handling
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Documentation
- Prioritization
- De-escalation techniques
- Data collection
- Filing
- Multi-line phone talent
Timeline
Customer Service Representative
Teleperformance USA
10.2025 - Current
Manifesting OPS Agent
Federal Express
03.1993 - 09.2022
High school or equivalent -
Hillcrest High School