Summary
Work History
Education
Skills
Accomplishments
Timeline
Generic

YVONNE MCELWEE

Client Service Representative
Pearland,TX

Summary

Client service professional with robust background in delivering high-quality support and fostering client relationships. Known for reliability and adaptability in dynamic environments. Proficient in communication and team collaboration, consistently achieving positive outcomes.

Work History

Client Service Representative II

Catholic Charities of Galveston
Houston, TX
11.2022 - 12.2025
  • Efficiently managed a high volume of 50–85 customers daily ensuring personalized attention and exceptional service.
  • Assisted in the coordination of client intake processes, ensuring accurate documentation and data entry.
  • Implemented feedback mechanisms to gather client insights, leading to improvements in service offerings.
  • Developed and maintained positive relationships with clients, enhancing overall satisfaction and retention.
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.

Client Service Representative II

Goodwill Industries of Houston
Houston, TX
11.2014 - 11.2022
  • Resolved customer issues and managed high-volume client interactions, resulting in improved client retention and reduced response time (follow up with customers to ensure satisfaction).
  • Skilled at de-escalating calls, active listening and validation, remain calm and professional, apologize, and focus on resolution.
  • Implemented customer retention strategies including personalized service, initiative-taking follow-up, and timely complaint resolution, contributing to increased customer satisfaction and repeat business.

Retail Sales and Merchandise Associate (Part-time)

Designer Exchange
Houston, TX
09.2014 - 11.2019
  • Up sell products or services to enhance the customer's experience and increase store revenue. Offering discounts, or rewards for repeat customers.
  • Utilized strong communication skills to work effectively with team members and resolve customer concerns promptly.
  • Process payments and returns efficiently through the point-of-sale system.
  • Provide excellent customer service, aiming for positive feedback and at least a 90% satisfaction rating.

Client Service Representative I

Allen Home Health
Houston, TX
01.2007 - 09.2014
  • Managed accounts payable and accounts receivable, processed purchase orders (POs), and handled credit card transactions for home health services.
  • Oversaw overdue accounts, facilitated the recovery of outstanding debts, and secured payments through telephone, email, or mail while maintaining positive customer relations.
  • Provided exceptional support to clients, addressing inquiries and resolving issues efficiently.
  • Primary duties encompassed establishing payment schedules, managing up-to-date account records, and ensuring adherence to regulatory requirements related to debt collection.

Client Services - Documentation

JPMorgan Chase Bank
Houston, TX
11.2001 - 12.2006
  • Oversaw high-volume client interactions in a call center setting (serving approximately sixty clients daily). Consistently achieved and surpassed key performance indicators, including call quality, response time, and customer satisfaction.
  • Drove a 21% increase in sales accounts through effective lead generation and enhanced operational efficiency by 6% through improved document management practices.
  • Possesses experience in a range of member services, including account management, processing check and debit card orders, handling mail operations, and managing wire transfer requests.
  • Created unique experiences to increase loyalty and word-of-mouth referrals.
  • Listening actively, apologizing, and providing timely solutions.

Education

Bachelor of Science - Health Care Administration

California State University
San Bernardino, CA

Associate of Applied Science - Allied Health

San Bernardino Valley College
San Bernardino, CA

Skills

  • Business Management: Client Mangement (CRM), Conflict Resolution, Sales Negotiations, Credit Card/ATM transactions, and Payment processing
  • Client Relations: Excellent verbal communication skills Resolved Client Complaints, Upselling & Cross-selling follow up proactively, and Teamwork Call center experience and Client support, and Client focus
  • Computer Proficiency: POS System, Inventory Management, Microsoft Office (Word, Excel, Outlook, PowerPoint), and SharePoint

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved certificate from the City of Houston- Community Health Leadership.
  • Achieved KPI training and completed at least 60-80 reports weekly with accuracy and efficiency.
  • Connected more than 80 clients to government programs like Medicaid, Medicare, and SSI/SSDI and SNAP.

Timeline

Client Service Representative II

Catholic Charities of Galveston
11.2022 - 12.2025

Client Service Representative II

Goodwill Industries of Houston
11.2014 - 11.2022

Retail Sales and Merchandise Associate (Part-time)

Designer Exchange
09.2014 - 11.2019

Client Service Representative I

Allen Home Health
01.2007 - 09.2014

Client Services - Documentation

JPMorgan Chase Bank
11.2001 - 12.2006

Bachelor of Science - Health Care Administration

California State University

Associate of Applied Science - Allied Health

San Bernardino Valley College
YVONNE MCELWEEClient Service Representative