YVETTE FREEMAN

PH. 702-***-**** ad1zzb@r.postjobfree.com

OBJECTIVE

To display and offer to display my strong work ethic and commitment to provide high volume production and exceptional quality customer service that will prove to be an asset to your organization.

SUMMARY OF QUALIFICATIONS

Product knowledge

Training Development

Administration

Computer literate in Microsoft Office Suite

Time Management

Excellent attention to Detail

Organizational abilities

Positive attitude. Patient & Interpersonal skills

Complaint Resolution

RELEVANT EXPERIENCE / WORK HISTORY

Administration

Managed inbox of incoming cases for 2 districts

Distributed case to necessary parties: Account Executive Inside Sales Reps., Damage Coordinator/Security, Human Resources, Preferred Customer Care, Finance, Customer Center, and UPS Express Support

Provided reports for Corporate Concerns.

Covered for Multiple Admins – Dillion Gage, Brinker, Penguin Patch.

Ensured security of packages and followed up on exceptions/ delays/lost and returned packages.

Created Excel spreadsheet reports for 70+ Account Executives.

Ran AHC reports for Account Executives to reflect new customer discount(s)

Trained new employees.

Knowledgeable of following applications and operating systems to include (ETT, ECM, CRIS, Iris, Windows 7, Professional, Excel, Word, PowerPoint, Data Warehouse, AHC Tool, C-Track, C-Import, Global Sales Directory, OLMs – IIP operating systems, iGate, UPS.com.

Customer Service

Provided in-bound telephone support for call centers shipping, info notice, tracking, and universal agents in two call centers.

Knowledgeable of IRIS (UPS knowledge bases systems for all systems) application to assist and educate customer service agents on processes and procedures to assist customers with package inquiries.

Daily logged into the GBS assist log with accuracy and integrity with each call.

Mentored customer service agents having difficulty in meeting their quality customer service metrics.

Assisted with taking escalated supervisor calls and provided solutions.

Contacted customer centers to locate packages.

Handled irate callers, logged call reports, and returned calls as necessary.

Completed service recoveries and UIT’s; completed forms and issued IIP’s when necessary.

Coordinated events and performed all other duties as assigned.

Maintained integrity and trust with customers.

A.S.M.A. II (Area Sales Manager Assistant II, A.S.M.A, Las Vegas, NV 2015-2023

Universal Agent/Lead Assistant, UPS, Las Vegas NV 2013-2015

EDUCATION/CERTIFICATIONS

High School Diploma

Leuzinger High School, Lawndale, CA

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