Youlanda Mosley
Covington
Summary
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
18
18
years of professional experience
Work History
Call Center Representative
Dynata
10.2023 - 04.2024
- 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.
Package Handler
FedEx Smart Post/Ground
10.2017 - 01.2018
- Receive and sort packages
- 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.
- Assembled, sealed, and loaded packages into correct trucks.
- Used hand-held scanners and physical logs to accurately track item movements.
- Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
- Followed verbal and written instructions to properly move and ship products.
- Boosted team performance with consistent punctuality, maintaining a strong attendance record throughout employment tenure.
After School Teacher
JUST FOR TOTS
10.2015 - 01.2016
- Observed and monitored children's play activities to promote healthy, safe environment.
- Developed strong relationships with students, fostering a positive classroom environment conducive to learning.
- Prepared after-school enrichment activities for children to encourage student participation.
- Tutored and assisted children in small groups of individuals to help master assignments and reinforce learning concepts.
- Enhanced student engagement by incorporating interactive activities and group projects into lesson plans.
- Served as a mentor to new teachers, sharing expertise and providing guidance on effective teaching strategies.
- Prepared food and served meals and refreshments to 15+ children.
- Designed lesson plans tailored to meet diverse needs of students, enhancing individual learning outcomes.
Petroleum Supply Specialist/Office clerk
UNITED STATES ARMY
11.2010 - 05.2014
- Managed receipt, storage and issue of fuel processes
- Logged and filed classified documents
- Worked closely with higher up to ensure all needs were met in a timely manner
- Worked closely with my Commander issuing notices for upcoming service inspection to the entire company and sometimes unit
- Handled and transported fuel to vehicles and aircraft.
- Maintained accurate records of petroleum transactions, tracking volumes received, distributed, and consumed for financial reporting purposes.
- Tested fuel products and handled hazardous materials.
- Regulated variables such as temperature and pressure to maintain optimal flow.
- Maintained an organized and clean office environment to boost staff productivity and overall morale.
Cashier, Cook and Janitorial
Subway
11.2005 - 05.2010
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Developed rapport and fostered brand loyalty by offering personalized service.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Learned duties for various positions and provided backup at key times.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
- Maintained high standards of hygiene and cleanliness, ensuring safe dining environment.
- Mentored junior cooks in refining culinary skills through hands-on guidance.
Education
Bachelor of Arts - Human Services
Southern New Hampshire University
Hooksett, NH05-2026
Bachelor - Social Work
Georgia State University
03.2025
Associates - General Studies
Central Texas College
Killeen, TX12.2016
Skills
- Time management
- Resourceful
- Meeting planning
- Dedicated team player
- Strong interpersonal skills
- Professional and mature
- Proofreading
- Fast learner
- Well organized
- Microsoft Office proficiency
- Custodial
- Unloading
- Warehousing
- Food Preparation
- Customer support
- Communicating with clients
- Customer service
- Payment processing
- Quality assurance
- System documentation
- Call logging
- Typing 40 wpm
- Call handling
- Remote office availability
- Cash handling
- Customer relationship management
- Database research
Military Service
Army, United States, SPC, 11/01/10, 05/31/14
Personal Information
Authorized To Work: US
Timeline
Call Center Representative
Dynata
10.2023 - 04.2024
Package Handler
FedEx Smart Post/Ground
10.2017 - 01.2018
After School Teacher
JUST FOR TOTS
10.2015 - 01.2016
Petroleum Supply Specialist/Office clerk
UNITED STATES ARMY
11.2010 - 05.2014
Cashier, Cook and Janitorial
Subway
11.2005 - 05.2010
Bachelor of Arts - Human Services
Southern New Hampshire University
Bachelor - Social Work
Georgia State University
Associates - General Studies
Central Texas College
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