Customer Service Experience

LUCINDA M. YAZZIE

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PROFESSIONAL SUMMARY

Possesses excellent communication and problem-solving skills. Knowledgeable and dedicated customer service professional with extensive experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Hardworking and passionate job seeker with strong organizational skills eager to secure any entry-level position. SKILLS

Call Volume and Quality Metrics

Investigate Claims

Billing Adjustments and Refunds

Microsoft Office

Order and Refund Processing

Billing Procedures

Trained in Salesforce

Store Opening

Document and Records Management

Escalated Call Handling

POS Systems and Ordering Platforms

Process Transactions

Call Control

Livechat Messaging

Customer Care

Issue and Complaint Resolution

Understanding Customer Needs

Invoice Preparation and Processing

WORK HISTORY

07/2022 - 06/2023

Customer Experience Professional

Lowes Home Improvment - 1000 Lowes Blvd., Mooresville, NC 28117 Cooperated closely with other departments to support achievement of customer experience outcomes. Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.

Utilized telephone, online chat, and email platforms to deliver outstanding customer service. Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.

Investigated customer complaints and escalated issues to address critical requests. Adhered to established customer satisfaction strategies to support swift issue resolution. Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Followed up with customers about resolved issues to maintain high standards of customer service. Mesa, AZ 85201 928-***-**** ************@*****.*** WWW: Bold Profile Met customer call guidelines for service levels, handle time and productivity. Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.

Documented customer interactions in internal database to maintain customer service history details. Delivered prompt service to prioritize customer needs. Investigated and resolved customer inquiries and complaints quickly. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Investigated and resolved accounting, service and delivery concerns. Managed timely and effective replacement of damaged or missing products. 02/2022 - 06/2022

Office Assistant

Apache Junction WGA - Apache Junction, AZ

Completed clerical tasks such as filing, copying, and distributing mail. Interacted with customers by phone, email, or in-person to provide information. Maintained and updated office records, both digital and physical. Welcomed office visitors and alerted staff to arrivals of scheduled appointments. Ordered office supplies and kept office stocked with needed resources to operate smoothly. Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.

Input data into spreadsheets and databases.

Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.

Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.

Coordinated and scheduled meetings and appointments. Created and maintained detailed records of all office activities. Compiled and analyzed data to produce reports.

Edited and proofread documents for accuracy and completeness. Utilized office management software to record and track customer information. Reviewed files, records and other documents to obtain information to respond to requests. Managed daily data entry and kept clerical information accurate and up-to-date. Created purchase orders and tracked invoices to avoid missed or delayed shipments. Collaborated with various departments to complete assigned tasks. Delivered clerical support by handling range of routine and special requirements. Fostered operational efficiency and compliance with company policies through effective coordination of office activities.

05/2021 - 06/2021

Customer Service Representative

Allied Cash Advance - Apache Junction, AZ

Handled customer inquiries and suggestions courteously and professionally. Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Provided primary customer support to internal and external customers. Delivered prompt service to prioritize customer needs. Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Promptly responded to inquiries and requests from prospective customers. Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Monitored cash drawers in multiple checkout stations and maintained adequate cash supply. Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Answered constant flow of customer calls with minimal wait times. Participated in team meetings and training sessions to stay informed about product updates and changes. Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Sought ways to improve processes and services provided. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

04/2013 - 12/2015

Night Auditor

Twin Arrows Casino Resort - Flagstaff, AZ

Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.

Oversaw night auditing of daily room occupancy and hotel revenue. Controlled cash and credit card payment transactions at front desk to successfully reduce errors. Generated and printed daily financial reports to track hotel performance. Kept accounts in balance and ran daily reports to verify totals. Investigated auditing discrepancies by reconciling cash drop and credit card transactions. Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.

Entered and updated sensitive customer information during check-ins and room changes. Updated customer accounts with add-on room charges, minibar use, and room service bills. Greeted guests at front desk and engaged in pleasant conversations while managing check-in process. Contacted housekeeping staff and maintenance department to resolve issues with guest rooms. Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Looked over pending check-ins and payment processes to complete closing procedures. Entered customer data into room system and updated information whenever patrons changed rooms. Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.

Collaborated with team members to handle guest requirements from check-in through check-out. Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.

Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

Developed and maintained positive relationships with guests for satisfaction. Liaised with housekeeping staff to verify service and maintenance of hotel standards. Introduced customers to resort amenities with pleasant and helpful demeanor. Reported facility and room maintenance problems to appropriate personnel for immediate remediation. 09/2010 - 12/2010

Laundry Attendant

Handy Laundromat - Winslow, AZ

Monitored customer laundry loads to reach proper wash cycle times. Operated laundry equipment and loaded machines, paying careful attention to capacity restrictions. Delivered superior customer service by responding to inquiries and complaints. Maintained safety practices at all times to protect personnel and laundry loads. Cleaned machine filters and lubricated equipment.

Restocked supply inventories and notified supervisors of shortages for customer convenience. Followed environmental regulations when handling hazardous materials for laundromat safety. Kept track of customer laundry items by properly sorting, identifying and storing clothing. Used POS system to collect payments from customers, providing invoice for proof of transaction. Operated machines correctly by following machine instructions and safety regulations. Inspected stocks to identify shortages, replenish supply and maintain consistent inventory. Assisted with cleaning and maintenance of laundry equipment to keep machines in proper working order. Prepared wash solutions and added bleach, detergents and softeners to clean and maintain quality of garments.

Received and counted clothing items to provide fees and date of pick up for customers. 05/2009 - 09/2010

Front Desk Agent

Quality Inn - Winslow, AZ

Took reservations over phone, in person, and via computer for guests and provided confirmation information.

Collected room deposits, fees, and payments.

Answered customer telephone calls promptly and appropriately handled needs. Used internal software to process reservations, check-ins and check-outs. Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout. Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

Maintained clean and organized front desk areas to uphold polished company image. Oversaw fast-paced front desk operations and guests' needs at busy faculty. Issued room keys to guests upon check-in and answered questions regarding proper use. Welcomed each new arrival pleasantly and confirmed reservations and identification. Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.

Answered multi-line phone system and enthusiastically greeted callers. Liaised with housekeeping and maintenance staff to address requests and complaints made by guests. Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.

Greeted guests at front desk and engaged in pleasant conversations while managing check-in process. Liaised with housekeeping staff to verify service and maintenance of hotel standards. Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Enforced policies and procedures to increase efficiency. Kept accounts in balance and ran daily reports to verify totals. Contacted housekeeping staff and maintenance department to resolve issues with guest rooms. Reported facility and room maintenance problems to appropriate personnel for immediate remediation. Responded swiftly to room requests and other inquiries made via establishment website, email, or phone. Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

05/2007 - 06/2009

Peer Support Specialist

Winslow Stabilization Center - Winslow, AZ

Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.

Demonstrated extensive knowledge of recovery and wellness principles and shared this information with others struggling during recovery.

Assisted individuals in identifying and re-engaging with family, friends and other natural supports to build support system..

Transported individuals to medical appointments and support meetings whenever needed. Participated in clinical staffing meetings and coordinated with clinical staff to develop and implement individualized treatment plans.

Provided ongoing assessment, problem-solving and skill teaching to assist individuals with activities of daily living.

Communicated with individuals' family members, offering information and insight into support services available at community level.

Attended classes and seminars to enhance knowledge of equipment and operating systems. Listened to clients' concerns and provided encouragement and support. Maintained computers, printers and technical resources to avoid disruption in operations. Supported individuals dealing with mental health and emotional issues. Designed safe and supportive environment for clients to discuss issues. Educated clients on dangers of substance abuse and prevention techniques. Developed treatment plans to help clients build self-confidence and resilience. Facilitated group counseling sessions to support and encourage client growth. Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).

Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.

Organized clinical interventions and treatment plans for patients suffering from chronic pain disorders. Observed strict regulations and procedures regarding each individual to maintain confidentiality of personal and health information.

Collaborated with other professionals to coordinate comprehensive care for clients. Adapted counseling techniques to best suit individual needs of each client. Displayed sensitivity to cultural and linguistic needs of clients and families served. Assessed patient behavior, moods, and other responses to determine correct diagnosis and devise treatment plans.

EDUCATION

N/A: General Studies

Northland Pioneer College - Holbrook, AZ

Professional Development: [Subject]

Completed AP course in [Subject]

Relevant Coursework: [Subject] & [Subject]

12/2007

CERTIFICATE: Nursing Assistance

Northland Pioneer College - Holbrook, AZ

05/1996

G.E.D.: General Studies

College of Eastern Utah - Blanding, UT

Completed AP course in [Subject]

[Number] GPA

Relevant Coursework: [Subject] & [Subject]

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