Yootha Broussard
Beaumont, TX,TX
Summary
Dynamic Customer Care Sales Specialist with a proven track record at Dominion National Health, excelling in conflict resolution and customer retention. Recognized for reducing call handling time while maintaining high service quality. Strong interpersonal communication skills and attention to detail drive successful outcomes in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Customer Care Specialist
Dominion National Dental
11.2024 - Current
- Handled high-pressure situations calmly and effectively by employing conflict resolution techniques when dealing with challenging customers or escalated calls.
- Reduced average call handling time through efficient problem-solving skills while maintaining excellent service quality standards.
- Led by example, demonstrating a strong work ethic and commitment to the team''s success, resulting in increased overall performance levels.
- Contributed to the development of new product offerings through insightful feedback based on customer needs analysis.
- Investigated and resolved customer inquiries and complaints quickly.
- Solved issues the customer may have had with their billing issues.
- Explained their benefits and how they work.
- Provided 80 patient request by telephone daily regarding dental insurance.
- Provided counsel and guidance to clients for benefits plans, adjustments, and claim status.
- Researched and interpreted policy and provisions.
- Respond to telephone and email inquires, provided quality service to group and individual policy members, and providers inquiring about benefits.
- Delivered exceptional customer service, addressing inquiries and resolving issues promptly.
- Cultivated strong relationships with clients to enhance customer satisfaction and loyalty.
Customer Care Associate
Mattress Firm
07.2022 - 10.2024
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Demonstrated strong communication abilities by actively listening to customers and responding with empathy.
- Resolved escalated issues from customers that were beyond standard protocols or procedures.
- Ensured compliance with company policies and legal regulations related to customer care activities.
- Provided excellent customer service to customers in person, over the phone and via email.
- Utilized problem solving skills to resolve customer inquiries quickly and efficiently.
- Processed customer orders accurately and efficiently.
- Resolved customer complaints promptly and professionally.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Lockbox Specialist
Conn's Credit Corporation
07.2021 - 05.2022
- Participated in process improvement projects aimed at enhancing lockbox service delivery while minimizing costs incurred by the organization.
- Consistently met or exceeded individual performance metrics, contributing to the overall success of the lockbox department.
- Maintained high levels of customer satisfaction, addressing client inquiries and resolving issues in a timely manner.
- Demonstrated flexibility in adapting to fluctuating volumes or shifting priorities, maintaining high levels of productivity and quality under varying workloads.
- Maintained accurate and balanced cash drawers by carefully counting funds and quickly investigating discrepancies.
- Served as first point of contact for clients and displayed positive first impressions through friendly and expert customer service.
- Quickly processed incoming payments and posted to correct account.
- Prepared carefully itemized statements, bills and invoices and obtain payments for products and services
- Revised documents such as purchase orders and sales tickets to calculate charges due.
Credit Analyst
Conn's Credit Corporation
07.2001 - 05.2022
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Leveraged understanding of lending to help structure financing and negotiate terms based on accurate risk considerations.
- Consulted with customers to resolve complaints and verify financial and credit transactions.
- Reported the degree of risk involved in approving loans and credit applications to individual customers.
- Completed loan applications with the full credit analyses and summaries of loan requests and submitted to loan review committees for approval.
- Prepared reports including degree of risk involved in extending credit or lending money.
- Resolved customer complaints and collected missing information by consulting with customers.
Education
Lamar University
Beaumont, TX05-2002
Skills
- Customer service
- Time management
- Customer relationship building
- Interpersonal communication skills
- Product and service knowledge
- Client service
- Strategic planning
- Customer retention
Timeline
Customer Care Specialist
Dominion National Dental
11.2024 - Current
Customer Care Associate
Mattress Firm
07.2022 - 10.2024
Lockbox Specialist
Conn's Credit Corporation
07.2021 - 05.2022
Credit Analyst
Conn's Credit Corporation
07.2001 - 05.2022
Lamar University