Yolonda Shorter

• Provided assistance to plan participants by explaining benefits information to ensure educated selections.
• Monitored data integrity and confidentiality by observing strict regulations and procedures.
• Reviewed employee enrollments to verify accuracy, inputting all information into company's database.
• Collaborated closely with other team members to resolve large volume of claims on [Timeframe] basis.
• Verified policy holder data, including age, contact number and physical address.
• Handled modification and updating of policies.
• Collaborated with fellow team members to manage large volume of claims.

• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Answered 100+ inbound calls per day and directed to individuals or departments.
• Delivered service and support to each customer, paving way for future business opportunities.
• Upheld privacy and security requirements established by [Type] regulatory agencies.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Supported operational improvements and resolution of problems to deliver top-notch customer service.
• Educated customers on product and service offerings.
• Resolved interpersonal conflicts by listening, finding common ground and building relationships.

• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Answered 100+ inbound calls per day and directed to individuals or departments.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
• Reviewed account and service histories to identify trends and issues.
• Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Earned reputation for good attendance and hard work.
• Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
• Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.
• Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
• Asked open-ended questions to best understand client needs and determine best travel offerings.
• Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.

• Kept teller window areas clean, organized and fully stocked.
• Balanced bank’s vault with over 500k in it daily.
• Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
• Greeted and assisted over [50] customers per day in a professional and courteous manner.
• Processed cash withdrawals.

*effectively managed a high-volume of inbound and outbound customer calls. *addressed an resolved customer products complaints empathetically and professionally.*gathered and verified all required customer information for tracking purposes.*initiated operations improvement to improve overall call center productivity.*met or exceeded service and quality standards every review period.*collected member loan payments.

• Conducted business to business telephone sales.
• Greeted wholesale customers and assisted in providing products meeting personal needs maintaining knowledge of products available.
• Demonstrated exceptional consultative selling skills throughout the sales cycle, from initial rapport to needs assessment to solution delivery.
• Implemented a consultative selling approach on all inbound calls.
• Set up customer accounts in computer system with complete information.
• Exceeded aggressive sales goals [3] consecutive quarters.