Customer Service Lead/Manager

Yolanda Crews

**** ****** ****** ***** ** ***** 760-***-**** ad4kh1@r.postjobfree.com

SUMMARY

Customer Service devoted individual with great aspirations to continue career in the

Healthcare/Customer service industry. With demonstrated leadership ability and a personable character, I can be an asset to your company and achieve goals

ACHIEVEMENTS

D.I.F.F.E.R, Oceanside, CA Founder of Non-Profit Organization January 2014 – Present Host resource fairs/events, feeds and collects donations for families in need

ACQUIRED TRAINING

COMMUNITY SERVICE

Records Management

Boys and Girls Club

Anti- Terrorism

Adult Day Care Center

Department of Defense Cyber Awareness

Volunteer with homeless shelters

Sexual Harassment

Ethics

Tutor and Mentor ages 10 and up

Violence Prevention

CERTIFICATES SKILLS

Customer Service

Microsoft Word Certificate

U.S. Constitution

Microsoft Excel Certificate

Equal Opportunity

Microsoft Powerpoint Certificate

Child Endangerment

Typing Certificate

EDUCATION

California State University of Los Angeles

Bachelors of Science in Kinesiology – graduation pending

Mira Costa College

Associate Degree - June 2005

El Camino High School

Diploma - June 2000

EXPERIENCE

Telesis Bio, San Diego, CA March 2022-June 2023

December 2022 received Core Value Award for BioXP Reagent Credit Workflow

December2023 received Core Value Award for MBX Workflow

Customer Service Tech II

Process global incoming orders in MS Dynamics

Manage cases for key customers in Salesforce CRM

Created and published SOPs for internal teams

Managed an ran weekly orders in progress meeting and excel reports

Reviews documents and approves documents to approve customer accounts

Managed invoice corrections

Managed and kept record blank purchase orders/payments

Process tax exempt forms

Create and implement work procedures and instructions in compliance with ISO standards

Train new employees

Overseas international EU teams

Managed weekly meeting with Accounting department to resolve credit memos and invoices

Customer Service Tech March 2021- March 2022

Process new orders

First point of contact for support for customers via email, chat, or phone

Collaborate with other internals teams

Provide one on one customer support accurately in a timely manner

Create new customers accounts in ERP/MS Dynamics and Salesforce CRM

Document cases and orders while troubleshooting and resolving customers issues

ARGCO, Carlsbad, CA September 2017-August 2020

Sales/Customer Representative

●Answer phone calls and emails to fulfill customers and distributors inquiries and orders while documenting communication

●Maintain and updated customers/clients documents, information, and reports

●Sent customers/clients samples of materials

●Practiced exceptional communication by communicating effectively via phone, emails, and chats remotely

●Introduced new products and promotions with closing the sales at end of communication

●Followed up with customers/clients via email, phone, and chat via remotely

TPG(seasonal), La Jolla, CA December 2016-April 2017

Customer Service/Call Center Representative

•Call Center operation

•Answer incoming customer phone calls and take appropriate action for each call

•Assist individuals with tax information

•Input data into computer system

•Negotiations/Problem Solving Skills

•Expert at Rebuttals

•ERP and CRM systems

FTD(seasonal), San Diego, CA September 2016-June 2017

Call Center Representative

•Answer incoming customer phone calls and take appropriate action for each call

•Use company policies to determine if there can be an immediate resolution to a customer issue or if that

issue requires managerial input

•Maintain customer satisfaction ratings based on explicit criteria set forth by the company

•Input data into the company computer platform to keep each customer record updated • Respond to questions regarding the member's statement and florist order disputes via email and by phone as appropriate

•Professionally respond to incoming customer calls and emails

•Process requests using internal computer applications. Verify and validate all information provided by the

member prior to submission

•Accurately document all calls in the HEAT application

•Provide customers with quality service by following the defined company policies, processes and Procedures

Self Employed, Los Angeles, CA

Supervisor/Caregiver

•Monitor medication intake

•Bathing/Showering

•Assisted clients with all activities of daily living

•Took clients to all appointments

June 2009-September 2014

Methodist Hospital Alhambra, CA

November 2007-August 2014

Occupational Therapy/Medical Billing

•Medical Billing

•Occupational Therapy

•Introduced adaptive equipment to patients/patients ‘families

•Answered phones and greeted patients

•Stock and order inventory

Famous Footwear, Oceanside, CA September 2004-November 2007

Assistant Manager

•Supervised other employees

•Conducted store meetings

•Opened and closed store

•Responsible for bank deposits

•Interviewed potential employees

•Scheduled employees

•Customer service

•Cashier

•Stock and order inventory

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