Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Yvette Winans

Long Beach,CA

Summary

Proven expertise in comprehensive client database management, meeting coordination, customer service, customer success, and event planning. Adept at accounts receivable management, financial strategy implementation, and collections oversight. Proficient in optimizing company websites, executing multi-platform marketing campaigns, and boosting client acquisition. Skilled in logistics and equipment coordination, ensuring successful event execution. Proactive in resolving outstanding debts and implementing effective skip-tracing procedures. Accomplished in trade show participation and managing travel logistics for seamless operations. Skilled at handling both Inbound/Outbound calls in a call center environment. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Customer Relationship Management Specialist / Event Planner

Soul Music Entertainment
11.2012 - Current
  • Event. Managed and supervised event bookings, ensuring efficient scheduling and execution
  • Planned, organized, and overseen the company's participation in trade shows to maximize exposure and engagement
  • Coordinate all event logistics, including accommodations and transportation, to ensure seamless operations.
  • Efficiently handled the logistics and rental arrangements for necessary equipment, ensuring everything was in place for a successful event.
  • Managed payroll processing for external accounts, handled banking operations, and oversaw employee payroll.
  • Taken charge of both current payment processing and the resolution of outstanding debt
  • Implemented skip-tracing procedures for accounts overdue by more than 90 days
  • Maintained the company website to enhance client acquisition efforts and promote our services.

Call Center Representative E-Commerce /Seasonal

See's Candies
10.2023 - 03.2024
  • Answering inbound calls from customers via Salesforce on the CXone Nice Auto Dialer System
  • Assist customers with placing orders, setting up new accounts, subscriptions
  • Submit escalation tickets for review from various departments
  • Cross-sale, Up- Sell, and Suggestive Selling to increase revenue for the company
  • Process refunds both monetarily and product replacements
  • Payment processing
  • Submit cases for duplicate account merge, customer complaints, and subscription cancellations.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction.
  • 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 promptly.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction.
  • 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.

Office Assistant

Keys For Every Family
03.2016 - 05.2023
  • Maintained and updated client database regular
  • Scheduled meetings and diligently recorded meeting notes
  • Efficiently secured sponsors and external vendors for special events
  • Conduct collections activities, including follow-ups, after expiration of 30 days from contract receipt in instances of non-payment
  • Responsible for the upkeep and optimization of the company website
  • To effectively promote and market products, develop and execute comprehensive advertising campaigns across multiple platforms, including radio, social media, trade shows, email, and direct mail.
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • I interacted with customers via phone, email, or person to provide information.
  • Managed daily data entry and kept clerical information accurate and up-to-date.
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • It enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Maintained and updated office records, both digital and physical.
  • Interacted with customers via phone, email, or person to provide information.
  • Interacted with customers via phone, email, or person to provide information.
  • Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.

Customer Service Specialist

Sentinel Offender Services
03.2011 - 10.2012
  • Utilized spreadsheets daily to contact over 100+ clients who had missed their appointments, reschedule, and collect on past-due and current accounts
  • Managed heavy phone traffic, handling both incoming and outgoing calls extensively
  • Processed credit card payments and scheduled payment arrangements
  • Was entrusted with the most complex customer service/loss mitigation/collection issues due to an exceptional ability to resolve concerns and satisfy clients promptly
  • Performed data entry using several computer applications simultaneously
  • Assisted the Director of Collections in skip tracing during the third month of hire
  • Trained new hires in client processing and procedures
  • Sent emails to clients upon receipt of payments, as requested
  • Contacted field offices to assist clients with their probation compliance issues.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures, ensuring consistency in delivering accurate information to customers. Established trust with clients through clear communication, patience, and a complete understanding of their unique challenges before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Provided primary customer support to internal and external customers.
  • It ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.

Customer Service Specialist

Jlinks Staffing, Obagi Medical Products
07.2008 - 07.2010
  • Contracted to Obagi Medical Products to work in the finance department
  • Duties included reconciling outstanding accounts, processing credit card payments, manual filing, and data entry via spreadsheet format
  • Engaged in heavy outbound calling to designated clients
  • Updated client files as necessary.
  • Adapted quickly to company policy or procedure changes, ensuring consistency in delivering accurate customer information.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • I established trust with clients through clear communication, patience, and a complete understanding of their unique challenges before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • We have provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Comply with company policies and procedures by encouraging a positive and effective work environment among employees.
  • Managed high call volume while maintaining a courteous and professional demeanor.

Customer Service Representative

Time Warner Cable
09.2007 - 06.2008
  • Received training to assist customers with the purchase of cable services
  • Provided troubleshooting and assistance in the sale of additional products
  • Worked in a call center environment with heavy inbound calls.
  • I handled customer inquiries and suggestions courteously and professionally.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly, and escalated significant issues to the supervisor.

Customer Relations Liaison

NAASP/New Attitude, Inc
03.2004 - 08.2007
  • Started as a recruiter, screening potential candidates for training and placement in the automotive industry within an assigned territory
  • Promoted to Team Lead responsible for (30) job specialist
  • Facilitated meetings to enhance productivity
  • Assisted the Office Manager as needed
  • As the company closed, I transferred to work for New Attitude as a Placement Director.
  • Duties included recruitment, conducting interviews, and facilitating job candidates' placement in the auto industry.
  • Follow up with data entry, updating candidate and auto dealership files daily.
  • Assisted the owner with the daily operation of the office
  • Promoted to Director of Job Placement/Collections.

Office Assistant

Capital Mortgage Specialist
07.2002 - 02.2004
  • I handled a multi-line phone system.
  • Clerical duties and assisting the processing department with client paperwork.
  • Processed credit and employment verifications per industry standards.
  • Set up daily meetings and assisted vendors as needed.

Business Retention Specialist/ Call Center

Sprint PCS
01.2000 - 07.2002
  • Assisted consumer and national business customers with all aspects of their cellular service in an inbound call center environment
  • Troubleshooting problems regarding service outages, payment options, ordering equipment and accessories
  • Saved major business accounts from seeking service from competitors
  • Heavy use of collection practices to retain customers
  • Helped mentor new retention specialist
  • Assigned to delinquent business accounts where I recovered revenue of more than $100,000.00
  • Inside sales with Businesses and Consumers
  • Worked as an account executive for several national business accounts servicing through repeat sales and internal operations.
  • Conducted thorough market research to identify new opportunities for customer retention and expansion.
  • Contributed to developing strategic plans for account management, aligning with overall company objectives and driving revenue growth.
  • Leveraged industry expertise to establish credibility with clients as a trusted advisor in their respective markets.
  • Negotiated contract renewals that aligned with both client goals and company objectives while maximizing profitability margins.
  • Implemented data-driven analysis methods to monitor client behavior patterns, informing proactive account management strategies.
  • Delivered comprehensive reports on account performance metrics to senior leadership, driving strategic decision-making processes.
  • Championed innovative ideas within the organization that led to improved service delivery models and enhanced client value propositions.
  • Managed a diverse portfolio of accounts, ensuring consistent client communication and support throughout the engagement cycle.
  • Streamlined internal processes for improved efficiency, leading to higher customer satisfaction.
  • Collaborated with managers to identify and address employee relations issues.

Receptionist/ Office Support

Sierra Western Mortgage
04.1996 - 05.1997
  • Started as a receptionist, answering a multiple-line phone audio system and logging loan files for review
  • Responsible for the incoming and outgoing mail, Fed X packages, and documents received via Trans box
  • Assisted in the auditing department, ensuring closed loans followed the Department of Real Estate
  • Assisted Loan Officers as needed.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phones promptly and directed incoming calls to the correct offices.
  • Kept reception area clean and neat to give visitors a positive first impression.
  • Resolved customer problems and complaints.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Responded to inquiries from callers seeking information.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Maintained confidentiality of information regarding clients and company.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Contributed to team success by cross-training in various administrative roles and providing backup support when necessary.
  • Facilitated clear communication between staff members by distributing memos and announcements on time.
  • Increased customer retention rates through exceptional communication skills and problem-solving abilities.
  • Assisted in planning office events and meetings, ensuring smooth execution and positive outcomes.
  • Collaborated with management to improve internal processes and procedures for better workflow optimization.
  • Helped maintain office security by monitoring visitor access and issuing badges as needed.
  • Managed conference room schedules to ensure efficient use of space for meetings and other events.
  • I welcomed customers with friendly greetings, answered general questions, gathered the nature of the visit, and directed them to specific offices.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Handled assignments independently with good judgment and critical thinking skills.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Scheduled office meetings and client appointments for staff teams.
  • Interacted with vendors, contractors, and professional services personnel to receive orders, perform direct activities, and communicate instructions.
  • Helped office staff prepare reports and presentations for internal or client-related use.
  • Answered phones promptly and directed incoming calls to the correct offices.

Education

College Course Work - General Studies/ Pre-Law

El Camino College
Torrance, CA

High School Diploma -

Pius X High School- College Preparatory
Downey, CA
06.1982

Skills

  • Customer Service Call Center based
  • Event Planning
  • Meeting Planning
  • Conference Planning
  • Travel Management
  • Customer Retention
  • Database Management
  • Sales
  • Recruiting
  • Collections
  • Communications
  • Management/ Team Leader
  • Microsoft Works/Excel/Word XP
  • Negotiation Tactics
  • Customer Relations
  • Expert Problem Solving
  • Documentation Management
  • Quality Assurance
  • Proficient in Workday, Salesforce, Zendesk Cvent, Eventbrite
  • Analytical Thinking
  • Problem-solving skills
  • Customer Support
  • Data Entry
  • Customer Service
  • Verbal and written communication
  • Call Center Customer Service
  • Resolving issues
  • Inbound phone calls
  • Call Center Operations
  • Communicating with clients
  • Customer communications
  • Payment Processing
  • Product Knowledge

Certification

  • ADP Virtual Edge Recruiting Program Training
  • Business Enterprise Course Certification, Long Beach State
  • Microsoft Office Training and Certification, State Long Beach
  • Photoshop Certification Cal State Long Beach
  • Parent, Child Relations Course-Certification
  • Acer Customer Service/ Customer Relations Training - Certification- Irvine, CA

Awards

Recipient of Best In Service Quality Control Award six times while at See's Candies

Timeline

Call Center Representative E-Commerce /Seasonal

See's Candies
10.2023 - 03.2024

Office Assistant

Keys For Every Family
03.2016 - 05.2023

Customer Relationship Management Specialist / Event Planner

Soul Music Entertainment
11.2012 - Current

Customer Service Specialist

Sentinel Offender Services
03.2011 - 10.2012

Customer Service Specialist

Jlinks Staffing, Obagi Medical Products
07.2008 - 07.2010

Customer Service Representative

Time Warner Cable
09.2007 - 06.2008

Customer Relations Liaison

NAASP/New Attitude, Inc
03.2004 - 08.2007

Office Assistant

Capital Mortgage Specialist
07.2002 - 02.2004

Business Retention Specialist/ Call Center

Sprint PCS
01.2000 - 07.2002

Receptionist/ Office Support

Sierra Western Mortgage
04.1996 - 05.1997

College Course Work - General Studies/ Pre-Law

El Camino College

High School Diploma -

Pius X High School- College Preparatory

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Yvette Winans