Yvette Thomas
Texarkana
Summary
Dynamic professional with a proven track record in customer service at Hopewell Home Healthcare. Expert in client relations and satisfaction, leveraging advanced interpersonal skills to foster loyalty and repeat business. Successfully implemented operational improvements, enhancing service delivery and achieving high customer retention rates. Proficient in CRM software for efficient issue resolution.
Overview
30
30
years of professional experience
1
1
Certification
Work History
P.A.S. Coordinator
Hopewell Home Healthcare
Sulphur Springs, TX
12.2018 - 08.2025
- Managed appointment scheduling for clients, ensuring optimal service delivery.
- Assisted with client inquiries and provided information on services offered.
- Coordinated spa staff schedules to align with client demand and operational needs.
- Maintained inventory of spa products, ensuring availability and organization.
- Resolved client concerns in a timely manner, fostering trust and loyalty among clientele.
- Implemented standard operating procedures for consistent quality assurance across all services offered at the facility.
- Maintained solid knowledge base of all spa and resort products and services.
- Developed strong relationships with clients, leading to repeat business and referrals.
- Assisted in maintaining accurate financial records by tracking transactions and supporting budget planning efforts.
- Grew repeat client base through effective marketing and customer service.
- Recorded product sales into spa's weekly income report.
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
- Trained and supervised spa staff on best practices, sales techniques and customer service.
Customer Service Representative
West Teleservices
Texarkana, AR
02.1996 - 09.2000
- Responded to customer inquiries via phone and email, ensuring timely resolution of issues.
- Utilized CRM software to track customer interactions and follow-ups efficiently.
- Assisted in training new staff on company policies and customer service protocols.
- Collaborated with team members to enhance service delivery and improve customer satisfaction rates.
- Managed escalated customer complaints, providing effective solutions while maintaining professionalism.
- Developed knowledge base articles to streamline responses for common customer queries.
- Participated in team meetings to share insights on improving operational efficiency and service excellence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
E.H.S. Teacher
Opportunities Inc.
Texarkana, TX
08.2014 - 06.2018
Education
High School Diploma -
Texas Senior High
2112 Kennedy Lane..Texarkana, TexasSkills
Customer service
Advanced interpersonal skills
Client satisfaction
Client relations
Accomplishments
Received award for going above and beyond on my job as a Customer service representative...
Certification
Being a team leader...going above and beyond...being knowledgeable
Timeline
P.A.S. Coordinator
Hopewell Home Healthcare
12.2018 - 08.2025
E.H.S. Teacher
Opportunities Inc.
08.2014 - 06.2018
Customer Service Representative
West Teleservices
02.1996 - 09.2000
High School Diploma -
Texas Senior High