Customer Service Representative

Yolanda Cotton

Avondale, AZ *****

Skills

Years of experiences

Customer handling

** *****

Inbound/outbound

15+ years

Summary:

Dedicated and skilled customer service professional with experience in handling inbound calls, resolving customer inquiries, and ensuring high levels of customer satisfaction.

Proficient in account management, medication education, and adherence to company policies and procedures.

Strong communication and problem-solving skills with a focus on delivering exceptional service.

Professional Experience:

W. W. Grainger, Inc.

01/2021 - 11/2023

Customer Service Specialist

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Check to ensure that appropriate changes were made to resolve customers' problems.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Fraud Analyst Agent

TransformCo Sears - Mesa, AZ

Jan 2017 - Dec 2020

Conducted detailed investigations into suspected fraudulent activities, analyzing patterns and trends to identify potential risks.

Collaborated with internal teams and law enforcement agencies to mitigate fraud and minimize financial losses.

Implemented fraud prevention strategies and monitored transactional data for suspicious activities.

iQor

Customer Service Representative

Jan 2016 - Jan 2017

Handled inbound and outbound customer calls, addressing inquiries, resolving issues, and providing exceptional service.

Assisted customers with account-related matters, payment processing, and product/service information.

Maintained accurate records of customer interactions and transactions, adhering to company policies and procedures.

Customer Service Representative (CSR)

Express Scripts

1998-2002

Handled inbound calls from patients, healthcare providers, and pharmacies regarding prescription orders, insurance coverage, and medication inquiries.

Assisted customers with account management, including updating personal information, verifying insurance details, and processing payments.

Resolved customer issues and concerns promptly and effectively, ensuring high levels of customer satisfaction.

Educated patients on medication usage, potential side effects, and adherence to treatment plans.

Collaborated with pharmacy and healthcare professionals to facilitate prescription fulfillment and delivery.

Maintained accurate and detailed records of customer interactions and transactions in the company's database.

Adhered to company policies, procedures, and regulatory requirements while delivering exceptional customer service.

EDUCATION

Los Angeles High School of the Arts Graduated 1986

High School in Social Studies Teacher

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