Yvonne Williams
Lake Elsinore,CA
Summary
Experienced customer service and collections professional with strong expertise in problem resolution, call center operations, and staff training. Proven track record in managing high-volume calls, resolving customer issues, and driving improvements in service quality. Skilled in team coordination, process optimization, and operational support. Seeking to leverage these strengths as an Office Manager to enhance efficiency, streamline workflows, and improve overall customer satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Service Representative/Collections Agent
MotoLease LLC
07.2017 - 12.2024
- Key Duties & Responsibilities
- Compiled and maintained lists of outstanding accounts, prioritized by severity of delinquency.
- Managed high-volume outbound calls to pursue and collect delinquent debt from individuals and businesses.
- Resolved customer issues and concerns with professionalism, applying effective customer service techniques.
- Prepared and submitted delinquency statements to credit bureaus.
- Provided staff training and communication coaching to enhance performance and service quality.
- Assisted with front-desk operations, including greeting customers and delivering prompt issue resolution.
Customer Service Representative Manager
Westlake Financial Services
11.2016 - 06.2017
- Key Duties & Responsibilities
- Handled high-volume inbound and outbound calls to support customer account needs.
- Effectively communicated with customers to schedule auto-payments and establish payment arrangements.
- Assisted customers with processing payments and managing due date extensions.
- Collected payments on delinquent accounts while maintaining compliance and professionalism.
- Promoted to Lead Collector, managing 80–100 accounts daily with a focus on resolution and account recovery
Customer Service Representative Team Lead
Hopetowork Booking Service
08.2014 - 09.2016
- Duties:
- Handled customer complaints and inquiries courteously and efficiently.
- Demonstrated excellent communication skills, both verbal and written, to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Greeted customers by name and displayed a respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Assisted with training and mentoring new team members.
Relief Manager
Public Storage
11.2011 - 07.2014
- Mentored and trained new employees on company policies and procedures.
- Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
- Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles.
- Monitored team productivity and performance to support goals.
- Assigned, prioritized, and delegated tasks and responsibilities to departmental employees.
- Coached and motivated team, driving sales and delivering exceptional customer service.
Education
Associate of Arts - General Studies
Compton Community College
Compton, CA05-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Paperwork processing
- Order processing
- Team development
- Administrative support
- Data collection
- Staff training
- Clerical support
- Live chat support
- Filing
- Sales expertise
Timeline
Customer Service Representative/Collections Agent
MotoLease LLC
07.2017 - 12.2024
Customer Service Representative Manager
Westlake Financial Services
11.2016 - 06.2017
Customer Service Representative Team Lead
Hopetowork Booking Service
08.2014 - 09.2016
Relief Manager
Public Storage
11.2011 - 07.2014
Associate of Arts - General Studies
Compton Community College
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