Yutease Warren
DeSoto,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
PBX Operator
Hotel Crescent Court
12.2023 - Current
- Promptly answer telephone calls, greet callers with a positive and clear voice
- Listen to ascertain the correct extension
- Reading and using a moderately complex computer console, direct calls to appropriate line
- Requires sitting in a confined space for long periods of time to continuously perform essential functions
- Transcribe complete messages and repeat information to verify accuracy
- Input and retrieve messages from the computer as requested
- Read and verbally recite exact messages for guests
- Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest
- Page guests and patrons using the public address system in a courteous and clear manner
- Act as dispatcher for security, guest services and property operations associates
- Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc
- Briefly answer basic inquiries, time, extension numbers, outlet hours, etc
- Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures
- Initiate emergency response as necessary and legibly document pertinent details
- Remain calm and polite especially during emergency situations or heavy hotel activity
- Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment
- Comply with attendance rules and be available to work on a regular basis
- Perform any other job related duties as assigned.
Leasing Consultant
Bellwether Ridge Apartments
05.2023 - 10.2023
- Show apartments to qualified prospects
- Sell features and benefits of the community and close to qualified candidates
- Process rental applications and related rental paperwork
- Coordinates move-in of new residents and conduct resident orientation
- Respond to resident requests, including maintenance requests
- Follow up on work orders to ensure resident satisfaction.
PPX Customer Care/Sales Agent
Asurion
05.2021 - 04.2023
- Troubleshoot technical issues for customers personal devices; evaluate concerns and issues, identify and deploy solutions, and help customers with troubleshooting steps
- Learn details of protect home and other product offerings to sell to customers confidently and accurately
- Communicate company policies and procedures to customers
- Meet metrics for call measurements and sales goals; receive feedback/coaching/training from the management team including Trainers, Quality Analysts, etc
- Utilize call center technology to input, track, and report customer issues
- Navigate company software programs, use web-based search engines, and troubleshoot customer issues
- Escalate calls outside the scope to appropriate tier of customer service support
- Understand the latest bugs and solutions in newly released hardware and/or operating systems to provide exceptional, knowledgeable service
- Follows directives from Call Center Management (Coaches, Managers, etc.).
Online Chat Sales Agent
Etech Dallas
03.2020 - 05.2021
- Take and engage chats to prospective customers in designated market area to qualify leads and explain type of service or product offered
- Respond to multiple inbound chats; gather and verify required information as appropriate
- Communicate with current and prospective customers using Internet and different software to give information and answer questions regarding current promotions and new or upgraded products
- Quote prices and encourages customers to buy
- Secures and places orders with others for filling and arranges delivery date
- Enter names, addresses, purchases, and reactions of prospects solicited into computer database system
- Follow up with customers to assure satisfaction, respond to queries, solicit further sales, and solve or refer problems
- Prepare report on sales activities - Sales Tracker.
Member Service Representative
Prime Therapeutics
12.2015 - 11.2019
- Actively listens and probes callers in a professionally and timely manner to determine purpose of the calls
- Researches and articulately communicates information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality
- Resolves customer administrative concerns as the first line of contact - this may include claim resolutions and other expressions of dissatisfaction
- Assists efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies
- Assists in the mentoring and training of new staff
- Assumes full responsibility for self-development and career progression; proactively seek and participate in ongoing training sessions (formal and informal)
- Comprehensively assembles and enters patient information into the appropriate delivery system to initiate the EAP, Care and Utilization management programs.
PBX Operator
Rosewood Crescent
11.2014 - 12.2015
- Respond to guest inquiries and requests and resolve issues via telephone in a timely, friendly and efficient manner
- Provide information and demonstrate knowledge of all hotel facilities and services
- Respond to emergencies and document and relay comprehensive, accurate information to proper parties in emergency situations
- Accept and deliver all messages promptly and accurately, utilizing proper grammar and spelling
- Operate office equipment including, but not limited to, computers, PBX system, fax machine, e-mail, etc.
Education
BBA in Business Management -
Northwood University
05.2013
Skills
- Customer service
- Problem Resolution
- Payment Processing
- Customer Relations
- Order Processing
- First Call resolution
- Call center experience
- Computer Skills
Certification
- All Lines Claims Adjuster, 08/01/23, 06/01/25
- Inside Adjuster Training, 10/01/23, Present
- Certificate completion of virtual adjusting learning
- State Farm Auto Certification, 08/01/23, Present
- State Farm Property Certification, 08/01/23, Present
Timeline
PBX Operator
Hotel Crescent Court
12.2023 - Current
Leasing Consultant
Bellwether Ridge Apartments
05.2023 - 10.2023
PPX Customer Care/Sales Agent
Asurion
05.2021 - 04.2023
Online Chat Sales Agent
Etech Dallas
03.2020 - 05.2021
Member Service Representative
Prime Therapeutics
12.2015 - 11.2019
PBX Operator
Rosewood Crescent
11.2014 - 12.2015
BBA in Business Management -
Northwood University
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