Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Yulanda Potee

Dallas,TX

Summary

Detail-oriented professional with 28.5+ years of experience and a proven knowledge of customer communications, customer retention, and customer service. Aiming to leverage my skills to successfully fill the Customer Service role at your company. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Watson Willow Towers

Kelly Services/Watson Willow Towers
Richardson, TX
02.2023 - 12.2023
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Answered constant flow of customer calls with minimal wait times.

Customer Service Specialist

Zelis Payments
Tampa, FL
2021.11 - 2022.12
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Improved customer service wait times to mitigate complaints.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Exceeded company productivity standards on consistent basis.
  • Analyzed customer feedback data to identify areas for improvement in products or services offered.

Customer Service Specialist

CoServ
Corinth, TX
03.2019 - 11.2021
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Dispatcher Clerk

Inmans Auto Rescue
Lewisville, TX
06.2017 - 02.2019
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
  • Communicated with individuals within inbound call center setting to complete dispatch support for Inman calls.
  • Recorded results of service calls to create report summaries for senior management.
  • Utilized various software systems to facilitate movement, planning and scheduling.
  • Alerted personnel of road and weather hazards to minimize accidents and delays.

Acquisition Specialist

Keller Williams Arlington
Arlington, TX
01.2017 - 02.2018
  • Cold calling to customers for cash offers on their homes
  • Worked with MOJO system Maintained documentation for all purchases Sorted incoming mail and faxes and expedited urgent correspondence for immediate attention Worked with potential customers to understand requirements and provide exceptional customer service Followed up with motivational sellers Assisted with proactive client outreach initiatives through Podio and documented client correspondence in Mojo.
  • Able to close and execute offers with integrity and honesty with each closing.
  • Able to build a Pipeline and stay connected with follow-ups proficiently.

HAIR STYLIST

The SALON by InStyle Inside JCPenney
Tyler, TX
04.2016 - 01.2017
  • Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs.
  • Backed up reception desk by answering phones, scheduling appointments and processing payments.
  • Collected payment from customers and scheduled next appointments.
  • Greeted each client and asked questions to determine fashion needs.
  • Recommended treatment and styling products to customers to meet current needs or resolve specific concerns.
  • Maintained safety protocols by ensuring proper and safe handling of equipment and materials.
  • Set up workstation and treatment room with products, equipment and supplies to facilitate services .
  • Kept notes listing preferences and services provided to clients for quick reference.
  • Recommended styles and treatments based on clients' needs and appearances.
  • Evaluated client hair type, condition and desired outcome to determine ideal services.
  • Maintained updated knowledge of industry products and chemical composition structure and properties.
  • Treated customers to shampooing and head massage to promote loyalty.
  • Drove retail sales through salon product and service promotion, making specific client recommendations.
  • Cut and styled natural, artificial, colored or textured hair.
  • Scheduled appointments for customers using internal software system.
  • Colored, cut and installed extensions according to style photos and client specifications.
  • Integrated new and trending techniques to serve customer needs and diversify offerings.

Senior Stylist

Applause Salon
Charlotte, NC
03.2013 - 04.2016
  • Supervised and trained junior stylists to serve customers with skill and efficiency.
  • Stayed on top of Hair trends to consistently offer each customer current, relevant style advice.
  • Maintained personal appearance and work area with neat, professional appeal to build trust with customers.
  • Inspired stylist team to go above and beyond to delight customers and encourage repeat business.
  • Sanitized workstations and salon equipment to reduce risk of infection.
  • Cultivated strong value-added relationships with customers by delivering accurate service and product knowledge to drive earnings.
  • Styled and designed traditional and contemporary hairstyles for men and women daily.
  • Supervised front-end of salon, booked appointments, inventoried sales area and coordinated employee schedules to maximize operations.
  • Mentored new staff to enhance personal growth and increase productivity.
  • Colored, cut and installed extensions according to style photos and client specifications.

BOI Hair Studio
Jacksonville, FL
07.1993 - 09.2012
  • CRM system Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
  • Assessed customer hair texture, treatment history and desired outcome to identify appropriate services Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results Offered highly skilled and diverse salon services to over [Number] daily customers, including cuts, color services and extensions
  • Promoted products and services on social media platforms to increase reach, engage with potential clients and showcase service portfolio Completed safety training and certifications
  • Permed, relaxed and bleached hair for over 5 customers daily
  • Offered highly skilled and diverse salon services to over 11 daily customers, including cuts, color services and extensions
  • Kept work areas, tools and equipment clean and properly sanitized to minimize risk and cross- contamination
  • Promoted products and services on social media platforms to increase reach, engage with potential clients and showcase service portfolio
  • Educated clients about products and self-maintenance for healthy hair based on needs and preferences
  • Evaluated client needs and recommended treatments and strategy to achieve desired result, while maintaining hair health
  • Assessed customer hair texture, treatment history and desired outcome to identify appropriate services
  • Provided Hair coloring by techniques for gorgeous results
  • Cleaned and maintained entire salon, including cut and wash stations, waiting area and product shelves
  • Maintained regular client list of up to 8-12 repeat customers while handling 3-5 walk-in clients daily
  • Increased annual revenue by 87% for 4 consecutive years through effective customer service and inventory management
  • Styled clients and Chemical services performed on clients
  • Maintained knowledge and in depth chemicals
  • Earned high tech knowledge and current styling techniques
  • Offered appointment information updates and rescheduling to guests
  • Maintained front desk workstation by keeping it clean and organized
  • Coordinated all aspects of guest services, including supply monitoring and facility maintenance
  • Oversaw upkeep of entire facility and notified maintenance for
  • Disposition Sales Team —
  • Proficient
  • Account management, Customer
  • Service, Inside Sales, Promotion
  • Business Development,
  • Customer service skills, Inventory management, Protocols
  • Call Center, Data entry, Inventory,
  • Rapport
  • Clarify, Database, Listening, Read
  • Cold Calling, Delivery, Managing,
  • Repairs
  • Color, Documentation, Mail,
  • Safety
  • Conflict Management, Drivers,
  • Microsoft Outlook, Sales
  • Credit, E-commerce, Win, Sales
  • Support
  • CRM, Faxes, 98, SAP
  • Clients, Filing, Multitasking,
  • Strategy
  • Client, Financial, Negotiation
  • Customer, Forecasting,
  • Negotiating
  • Service, Functional, Processes service repairs
  • Entered customer demographic and preference data on salon computer database
  • Promoted products and services on social media platforms to increase reach, engage with potential clients and showcase service portfolio
  • Processed guest credit card information for salon services
  • Carefully maintained financial filing system
  • Refilled professional spa products as necessary
  • Organized sales area and work station to showcase hair products and increase sales by 98%
  • Followed through with client requests to resolve problems
  • Managed spa inventory by keeping detailed track of supply use and forecasting need to direct ordering processes
  • Worked with new employees to enforce account management protocols and customer service standards and optimize performance
  • Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits
  • Maintained high functional, operational and organization levels during high-traffic hours and seasonal promotions
  • Arranged for regular maintenance services for all beauty equipment
  • Oversaw daily salon operations and performed general salon tasks.

Education

High School Diploma -

Almadale Christian Academy
Jacksonville FL
06.1991

Skills

  • Advanced Customer Service Skills
  • Hair Styling
  • Facilities Maintenance
  • Inside Sales
  • CRM Software
  • Cold Calling
  • Negotiation
  • Conflict Management
  • Forecasting
  • Microsoft Outlook
  • Management
  • SAP
  • Business Development
  • Guest Services
  • Live chat
  • E-commerce
  • Salesforce
  • Certifications and Licenses
  • Driver's License
  • Cosmetology License
  • Assessments
  • Inside Sales — Proficient
  • November 2019
  • Actively listening and responding
  • Appropriately; performing
  • Common sales calculations
  • Full results: Proficient
  • Customer relations
  • Problem Resolution
  • Call Centers
  • CRM
  • High-energy attitude
  • Inbound and Outbound Calling
  • Business development understanding
  • Promotional support
  • Courteous demeanor
  • System implementation
  • Call Center Operations
  • Microsoft Office expertise
  • Problem-solving abilities
  • Process optimization
  • Senior leadership support
  • Data evaluation
  • QC
  • Credit card payment processing
  • Product organization
  • Quality assurance controls
  • Sales expertise

Certification

ALMADALE CHRISTIANALMADALE CHRISTIANALMADALE CHRISTIANALMADALE CHRISTIAN ACADEMYACADEMYACADEMYACADEMY Jacksonville, FL High School Diploma (Apr 1991) EDUC AT I O N

Additional Information

  • Fast learner
  • Peoples Person
  • Good listener
  • Empathetic
  • Compassionate
  • Displays Of Gratitude

Timeline

Watson Willow Towers

Kelly Services/Watson Willow Towers
02.2023 - 12.2023

Customer Service Specialist

Zelis Payments
2021.11 - 2022.12

Customer Service Specialist

CoServ
03.2019 - 11.2021

Dispatcher Clerk

Inmans Auto Rescue
06.2017 - 02.2019

Acquisition Specialist

Keller Williams Arlington
01.2017 - 02.2018

HAIR STYLIST

The SALON by InStyle Inside JCPenney
04.2016 - 01.2017

Senior Stylist

Applause Salon
03.2013 - 04.2016

BOI Hair Studio
07.1993 - 09.2012

High School Diploma -

Almadale Christian Academy

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Yulanda Potee