Yulanda Potee
Dallas
Summary
Customer service professional with strong experience in conflict management and CRM software. Enhanced operational efficiency and built solid client relationships, contributing to higher satisfaction rates. Delivered effective problem resolution and optimized processes in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Lead CSR
Zelis Healthcare
Tampa
11.2024 - 02.2026
- Managed customer inquiries and resolved issues to enhance satisfaction.
- Implemented process enhancements that streamlined operations and minimized delays.
- Maintained accurate customer interaction records in CRM to ensure effective follow-up.
Remote Insurance Specialist
Watson Towers/Kelly
Richardson
02.2023 - 09.2024
- Explained insurance options to prospective clients and recommended policies aligned with individual needs.
- Assisted clients in choosing appropriate insurance policies based on their needs and financial situation.
- Addressed customer inquiries and issues while adhering to sound sales practices, ensuring client satisfaction.
- Established strong customer relationships through proactive outreach and follow-ups, contributing to high satisfaction rate.
Customer Service Specialist
Zelis Payments
Tampa
11.2021 - 12.2022
- Answered customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
- Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
- Utilized CRM systems, order management tools, and communication platforms to enhance customer service processes.
- Collaborated with other departments to ensure prompt resolution of customer concerns.
- Completed administrative tasks, including filing paperwork and organizing digital documents, to support efficient customer interactions.
Customer Service Specialist
CoServ
Corinth
03.2019 - 11.2021
- Trained new Customer Service Representatives on company policies and procedures, enhancing team knowledge and service quality.
- Processed customer exchanges, refunds, and bill adjustments, effectively addressing product or service issues.
- Resolved difficult customer situations with professionalism and empathy, ensuring customer satisfaction.
- Escalated issues that could not be resolved independently to supervisors or managers for further assistance.
Dispatcher Clerk
Inmans Auto Rescue
Lewisville
06.2017 - 02.2019
- Reviewed routes, traffic, and weather conditions to optimize dispatch plans and meet service requirements.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Communicated with individuals within inbound call center setting to complete dispatch support for Inman calls.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
- Leveraged software systems to enhance planning, scheduling, and movement coordination.
- Compiled service call results into report summaries for senior management review.
Acquisition Specialist
Keller Williams Arlington
Arlington
01.2017 - 02.2018
- Closed and executed offers with integrity and transparency during transactions.
- Executed cold calls to customers to secure cash offers for their homes.
- Conducted follow-ups with sellers to enhance engagement and facilitate decision-making.
- Developed a pipeline for managing leads and conducted timely follow-ups.
- Worked with potential customers to understand requirements and provide exceptional customer service.
- Maintained accurate documentation for all purchase transactions to ensure compliance and facilitate future reference.
- Utilized MOJO system to manage client interactions.
- Assisted with proactive client outreach initiatives through Podio and documented client correspondence in Mojo.
- Sorted incoming mail and faxes and expedited urgent correspondence for immediate attention.
Education
High School Diploma -
Almadale Christian Academy
Jacksonville, FL06-1991
Skills
- Customer Engagement
- Conflict Management
- Problem Resolution
- Call Center Operations
- CRM Software
- CRM
- Business Development
- Sales Strategies
- Inside sales
- Cold Calling
- Inbound/outbound calling
- Data Management
- Forecasting
- System implementation
- Microsoft Office expertise
- Microsoft Outlook
- Process optimization
- Management
- Sales
- Assessments
- Call Centers
- Call escalation
- Active listening
- Effective communication
- Problem-solving abilities
- Problem solving
- Negotiation
- Policy Understanding
- Problem solving
- Call escalation
Languages
Fluent, United States
Additional Information
25 years, Fast learner, People person, Good listener, Empathetic, Compassionate, Displays of gratitude
Timeline
Lead CSR
Zelis Healthcare
11.2024 - 02.2026
Remote Insurance Specialist
Watson Towers/Kelly
02.2023 - 09.2024
Customer Service Specialist
Zelis Payments
11.2021 - 12.2022
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
High School Diploma -
Almadale Christian Academy