YVONNE Russell
Tooele,Utah
Summary
Forward-thinking, resourceful customer service professional with 15+ years of experience working in-person and remotely for well-trusted brands. Solid track record of growing customer base, optimizing client satisfaction, and leading team members. Adept at managing time and organizing schedules per company work-from-home requirements. Instrumental in resolving issues and collaborating with clients to provide impeccable support.
Overview
14
14
years of professional experience
Work History
Restaurant Manager/Server
Wingers Roadhouse Grill
10.2010 - 10.2017
- Organized and communicated with vendors to acquire products and services for the restaurant and workers
- Ensured guest experiences were exceptional, acknowledging and addressing all customer complaints in a timely manner
- Accounted for daily sales reports, deposits, and credit card sales, communicating relevant information to franchise owners.
Office Manager
Vernal Brewing Company
10.2010 - 10.2017
- Maintained quarterly/monthly taxes, payroll, and personnel files, as well as all accounts payable and receivable
- Tracked and organized all inventory and supplies, with overall responsibility for maintaining brewery stock items
- Researched, planned, and booked all employee travel arrangements.
Package Handler
UPS
08.2021 - Current
- Supervise and train new hire employees to perform the safe and efficient load and unload of over 900 packages per hour
- Collaborate with leadership teams daily to create effective schedules and work plans that ensure timely package transfers
- With documented 98% or greater accuracy, perform package scanning and routing of third-party items for on-time delivery.
Remote Customer Service Assistant
Anser-Fone
12.2018 - 08.2021
- Compiled and transmitted to the leadership team daily reports that included sales and total credit card transactions
- Summoned and communicated with emergency services when calls for assistance were received from customers and citizens within client facilities
- Conducted new hire orientation training, supervising their customer interactions and offering performance feedback to the management team.
Education
Associate Of Technology - Business Administration
Southern Columbia University
RemoteSkills
- Microsoft Office Suite
- SAP
- PeopleSoft
- QuickBooks
- Scout
- Aloha
- Interpersonal Communication
- Time Management
- Adaptability
- Problem-Solving
- Social Media
- Organization & Detail
- Customer Consultation
- Complaint resolution
- Customer Focus
- Cash Handling
- Data Entry
- Payment Processing
- Account Management
- Documentation And Reporting
- Staff education and training
- File coordination
- Clerical Support
- Refund Processing
- Call center experience
- CRM Software
- Request management
- Assertiveness
- Call Center Operations
- Customer Service
- Relationship Building
- Teamwork and Collaboration
- Product Recommendations
- Understanding Customer Needs
- Calm Under Pressure
- Multi-Line Phone Systems
- Calm and Professional Under Pressure
- Product Knowledge
- Professional telephone demeanor
- Call Documentation
- Training development aptitude
- Customer Data Confidentiality
- Quality Control
- Customer Relations
- Report Preparation
- System implementation
- Problem Resolution
- Work Prioritization
- Sales expertise
- Document and Records Management
- Administrative and Office Support
- De-Escalation Techniques
- Computer Skills
- Money handling abilities
- Product Education
- Customer Account Management
- Product and service knowledge
- Policies and Procedures Adherence
- Order Fulfillment
- Complaint Investigation
- Account Updates
- Report Generation
- Issue and Complaint Resolution
- Customer Relationship Management (CRM)
- Sales closing
- Data Management
- Process Improvement
- Report creation
- Warehousing functions
- Order Processing
- Inbound Call Management
- Number wpm Typing Speed
- MS Office
- Billing Adjustments and Refunds
- Database Management
- Salesforce CRM
- Receiving support
- Service Upselling
- Remote Office Availability
- Sales Transactions
- Order and Refund Processing
- Brand representation
- Call Metrics
- Account updating
- Sales and Upselling
- POS Systems and Ordering Platforms
- Microsoft Office
Timeline
Package Handler
UPS
08.2021 - Current
Remote Customer Service Assistant
Anser-Fone
12.2018 - 08.2021
Restaurant Manager/Server
Wingers Roadhouse Grill
10.2010 - 10.2017
Office Manager
Vernal Brewing Company
10.2010 - 10.2017
Associate Of Technology - Business Administration
Southern Columbia University
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