Customer Service

YP

YVONNE PULLEN

****************@*****.*** 503-***-**** Dayton, OR 97114

Personable and dedicated Customer Service Representative. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

SKILLS & ABILITIES

Proficient in various computer programs: MS Word, MS Excel, Map Point,

Outlook; type 50 wpm, 10-key, multi-line phone systems, operation of all

Office equipment; team player; able to multi-task; detail oriented;

Flexible; excellent interpersonal and conflict management skills;

Organized ; upbeat; possess “can do” attitude.

Call Center Operations

Service estimates

Records maintenance

Shipping and receiving understanding

Direct sales

Fleet dispatching

Schedule mastery

Promotional support

Office equipment proficiency

Report generation

In-store support

Quality control

Product organization

Stockroom procedures

High-energy attitude

Employee coaching

Credit card payment processing

Store maintenance

Project management abilities

Inbound and Outbound Calling

Quality assurance controls

Customer relations

Conflict mediation

Amazon Tualatin, OR

Warehouse Associate

10/2022 - Current

Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.

Organized warehouse design to maximize space for stock while allowing for high volume traffic zones.

Received deliveries, scanned packages and updated orders in internal database.

Packed materials and items in designated crates and boxes and properly sealed and labeled crates.

Mcmenamins Hotel Oregon McMinnville

, OR

Hotel Front Desk /Night Auditor

02/2021 - 09/2022

Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.

Assisted hotel guests with check in and out procedures courteously. Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.

Managed late check-ins and provided information on hotel amenities, Summary

Skills

Experience

including dining establishments, spa hours and room service. Documented wake-up requests and set up automatic calls in system. Completed nightly updates to hotel rates and individual room charges. Checked auditing discrepancies by reconciling cash drop and credit card transactions.

Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.

Maintained cleanliness of bathrooms, lobby and front desk. Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring. Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool and spa.

Answered telephones and greeted visitors to assist, answer questions and direct.

Attended mandatory meetings for hotel staff and brought issues to attention of upper management.

Cultivated professional relationships with guests, improving customer retention through coordinated service.

Arranged special accommodations for guests to enhance visitor experiences.

Monitored reservations to track incoming parties and special events. Facilitated successful front desk operations for high-volume hotel. Worked with housekeeping and maintenance staff to address and resolve building and room issues.

Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.

Reviewed item requests and room service orders for accuracy and needed assistance.

Informed travelers of hotel security features and offered details regarding fire and emergency procedures.

Showed off dining areas, pool, spa and fitness center to prospective and current guests.

Posted room charges for food, liquor and telephone calls based on individual customer actions.

Input customer data into reservation systems and updated to reflect room changes.

Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.

Helped patrons find entertainment and sporting events, making reservations and enhancing customer experience.

Funtime RV Tualatin, OR

Service Advisor & Parts Specialist

06/2019 - 01/2021

I worked in a retail environment in a customer service position Answered phone calls and responded to questions and concerns. Explained amount for expected services and provided detailed answers to customer questions.

Recommended additional, useful services to customers to increase overall sales.

Welcomed incoming individuals and ascertained needs by asking open-ended questions.

Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.

Contributed to business growth by confirming customer satisfaction with service and quality.

Examined records and papers to verify warranty and service contract coverage.

Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.

Handled telephone inquiries regarding appointments and work in process. Researched coverages under warranties and determined requirements for coverage.

Used knowledge of services to recommend additional products and offerings to customers.

Documented and scoped actions taken to resolve issues after service calls. Supervised monetary transactions and changes while coordinating logistics to verify service dates.

Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.

Responded quickly to customer concerns and complaints, typically within 48 hours.

Responded quickly to customer concerns and complaints, typically within 48 hours.

Responded quickly to customer concerns and complaints, typically within 24-48 hours.

Consulted with clients to outline options and obtain permission to proceed with service.

Updated customer accounts in computer system, submitted payments and changed personal details.

Produced repair and installation orders and updated master schedule with assignments.

Detailed operations, expected changes and typical duration of service to customers.

Replenished items running low in customer inventories by quickly shipping new orders.

Duties include: scheduling, service writing, extended warranty, inbound/outbound calls, email, sales, faxing, inventory control, shipping/ receiving, order placement, cash handling, filing, and general office support as well as assisting with general customer inquiries. NTP-Stag/Keystone Automotive Tualatin,

OR

Quality Control Representative

05/2013 - 06/2019

I worked in a call center environment in a customer support position Duties include: Processing of returns, order placement, data entry, emails, training, inbound/outbound calls, sales, faxing, claims processing, credit processing, reporting shortages/damages/lost packages, billing issues, and assisting with general customer inquiries.

Consulted with management and personnel to educate on QA standards. Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.

Collaborated with management to discuss effective plans for resolving major quality problems.

Contributed to business growth by confirming customer satisfaction with service and quality.

Secured positive customer experiences while executing effective quality assurance practices.

Enhanced customer satisfaction ratings by building client rapport and timely resolving crises and issues.

MTI Hillsboro, OR

Service Scheduling Specialist

04/2012 - 12/2012

I worked in a call center environment handling scheduling for our service technicians and clients

Duties included: outbound calls, sending emails to local technicians to schedule service calls in a timely matter, routing/mapping the technician's destination, auditing technician's paperwork to ensure all paperwork was completed and correct, maintaining technician's schedule daily, scheduling special projects as needed, and assisting technician or client with general inquiries

Other duties included: faxing, filing, inbound customer service calls, shipping

Page 1 and creating troubleshooting tickets and general inquiries Other duties included: faxing, filing, inbound customer service calls, shipping and creating troubleshooting tickets.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Updated databases with new and modified customer data. Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Insight Worldwide Salem, OR

Customer Service and Technical Support

Representative

03/2010 - 01/2011

I worked in an office setting with Insight Worldwide handling inbound calls from clients inquiring about general customer service issues which ranged from billing, payments, troubleshooting and product training I also handled all incoming electronic inquiries which were customer service related as well

Outbound calls I made were for training purposes mostly, or as per customer request

Other duties included extensive data entry, inventory, filing, shipping and receiving, mailing, training clients on products and services, and troubleshooting handheld palm devices.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Responded quickly to customer inquiries, needs and problems. Assisted in training and motivating new employees. Upheld high standards of customer services by responding to inquiries, needs and problems.

Troubleshot, resolved or escalated technical issues based on individual customers' needs.

Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced office environment.

Maximized customer satisfaction by handling customer email and telephone interactions.

BlueCross BlueShield of Oregon Salem,

OR

Membership Enrollment Specialist

10/2008 - 01/2009

I worked in an office setting with BCBS handling requests from clients to either add or remove services from both new and existing insurance policies

Duties included: extensive data entry, filing, copying, and general mailroom assistance.

Handled new enrollments by entering customers' data and reviewing information.

Listened to and understood customers' needs, explained and discussed options and outlined best-fit services.

Completed and processed applications for enrollment. Explained coverage options to potential policyholders, answering questions or concerns.

Aerotek Temporary Services Tigard, OR

Delinquency Management Representative

I

07/2008 - 09/2008

I was contracted through Aerotek Temporary Services to work for Wilshire Credit Corporation

I worked in a call center environment taking both inbound and outbound calls

With inbound calls, I assisted customers with billing inquiries, disputes, research requests, and general questions regarding the client's loans and mortgage payments

I also provided solutions for customers going through financial hardships With outbound calls, my duties included collections on delinquent mortgage payments and fees, and assisted with payment arrangements I also counseled on financial solutions for customers who were facing foreclosure on their home.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Resolved customer inquiries and complaints requiring management-level escalation.

HSBC Credit Card Services Tigard, OR

Collections Specialist I

10/2006 - 07/2008

Outbound call center environment

Duties included: collection on delinquent credit card accounts, payments, general billing inquiries, sales, and data entry while providing customer service and resolutions towards customer's issues. Notified customers of delinquent accounts with attempt to collect outstanding amounts.

Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals. Processed payments over phone and set up recurring drafts. Received payment and posted to appropriate customer accounts. Arranged for debt repayment and established repayment schedule based on customer finances.

Recorded and updated customer personal accounts with accurate contact information.

Met demands of busy collections group by performing high volume of daily calls.

Reviewed accounts to determine payment plan compliance. Recorded information about customers' financial status and collections status efforts.

Negotiated credit extensions to assist customers in paying overdue accounts.

Completed skip traces on customers failing respond to collection efforts. Developed collection methods to achieve or exceed company financial goals.

Negotiated rates with customers and entered payments into accounting system.

Solectron Corporation, Verizon Wireless

Salem, OR

Lead Technician

05/2004 - 09/2006

Contracted to, to assist customers with troubleshooting, replacement of phone equipment, data and accessory sales

I assisted customers with general billing questions, payments, upgrading services and features to customer accounts

My management duties included: assisting in hiring and training all new technicians, scheduling, inventory, data entry, meetings, handling escalated situations between customers and internal staffing, managing an overall staff of four employees at various times and was responsible for the day to day operations of the store.

Oversaw daily operations, delegated tasks and assignments and implemented strategies to optimize workflows.

Completed preventive maintenance to maintain production and equipment in accordance with safety protocols and company policy. Managed quality control and maintained high level of customer satisfaction.

Entered and distributed work orders to other technicians. Repaired, upgraded and inspected electronic, electrical and mechanical systems.

Tested components, assemblies and systems to diagnose problems. Followed safety practices to safeguard against injury and damage to property.

Enforced compliance with quality standards to maintain production requirements and sustain business operations.

Fostered relationships with internal and external customers. Recommended corrective and preventive actions to boost product reliability.

T-Mobile USA Salem, OR

Customer Service Representative

09/2000 - 05/2003

Inbound call center environment

Duties included: providing customer service for customers regarding billing issues, payments, services, and some technical support. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Demonstrated excellent communication skills in resolving product and consumer complaints.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Educated customers on special pricing opportunities and company offerings.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Developed strong customer relationships to encourage repeat business. Trained new hires on products and services, best practices and protocols to reduce process gaps.

Wherehouse Music Salem, OR

Customer Service Representative

11/1997 - 03/2000

Retail environment

Duties included: cash handling, stocking, inventory control, shipping/receiving, phone calls, sales, and assisted customers with general customer service related questions.

McNary High School Keizer, OR

Diploma

01/1997

Education and Training

References provided as per request Page 3

References

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