Yvonne Sharits
Mesa,A.Z.
Summary
Detailed Professional with excellent written and verbal communication skills. Motivated self-starter with strong employee and strong customer relationship skills.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
Phoenix, AZ
01.2019 - Current
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided information regarding charge accounts and loyalty programs.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service And Sales Representative
Grizzly’s Flooring
Mesa, AZ
03.2012 - 01.2019
- Recommended alternative items when product was out of stock.
- Received multiple positive reviews which acknowledged dedication to excellent customer service.
- Provided timely and effective replacement of damaged or missing products.
- Computed price of merchandise and maintained detailed product and sales records.
- Described flooring to customers and accurately explained details and care of merchandise.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Handled acceptance of delivered packages, checking and ensuring proper product type and amounts during unloading of merchandise.
- Answered average of 50-100 calls per day, addressing customer inquiries, solving problems and providing new product information.
- Assisted customers promptly and politely, in person and via telephone.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Answered customer questions regarding merchandise and pricing.
- Answered customer questions and offered details about products and services while efficiently processing orders and managing account details.
- Maintained cleanliness and presentation of stock room and production floor.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Answered product questions with up-to-date knowledge of sales and store promotions.
Collections Representative
Law Office Of Joe Pezzuto
Phoenix, AZ
06.2007 - 01.2009
- Handled 100-150 outbound and inbound calls daily with the goal of collecting owed debt.
- Used probing techniques to determine debtors’ reasons for delinquency.
- Processed payments and contracts on accounts.
- Negotiated to collect balance in full.
- Recorded all information regarding financial status of customers.
- Resolved challenging situations in a friendly yet firm manner.
- Used skip tracing resources to locate debtors and updated information in the system.
- Counseled debtors on their payment options and arranged installment agreements.
- Generated and mailed updated statements.
- Set up and updated customer accounts with interactions, payments and personal information.
Education
Certificate - Aesthetics And Laser
Southwest Institute Of National Aesthetics
Mesa, AZ2012
Skills
- Team leadership
- Powerful negotiator
- Self-motivated
- Strong verbal communication
- Skilled in Word, Excel, Power Point, 10 Key, Outlook and Internet
- Conflict resolution
- Complaint resolutions
- Multitasking abilities
- Detail-oriented
- Company Policy Adherence
Timeline
Customer Service Agent
Southwest Airlines
01.2019 - Current
Customer Service And Sales Representative
Grizzly’s Flooring
03.2012 - 01.2019
Collections Representative
Law Office Of Joe Pezzuto
06.2007 - 01.2009
Certificate - Aesthetics And Laser
Southwest Institute Of National Aesthetics
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