Yolanda M. Bronson

513-***-**** adylhs@r.postjobfree.com

QUALITY & COMPLIANCE DRIVEN

Dynamic, high energy, results driven dedicated professional having 18 years of impacting business performance. In-depth knowledge of customer service protocols and practices. Specializing in compliance and SOP’s. Able to lead, motivate, and train teams, by example, to improve quality, and deliver outstanding service. Determined to utilize and implement transferable skills and knowledge for working efficiently towards productivity. STRENGTHS & CORE COMPETENCIES

● Able to utilize sound judgment to make good decisions based on information gathered and analyzed

● Interacts with people effectively and willing to share /receive information ● Sets and maintains high performance standards

● Maintains confidentiality and meets own commitments

● Adheres to organizational policies and procedures PROFESSIONAL EXPERIENCE

Cintas (Accounts Receivable) Mason, OH

Accounts Receivable 3.2022 to 12.2022 Processing payments received from Cintas vendors and merchants.

● Processing payments received in a timely manner so that payments are posted in agreement within the timeframe provided to vendors/merchants. Researching and correcting payments printed/submitted in error so that there is minimal if any impact to the vendor/merchant.

Citibank Citi Cards (Costco Chat) Florence, KY

Chat Customer Service 9.2019 to 2.2022 Providing online customer service to app and website users.

● Providing assistance in web and app navigation to help customers with credit card processes such as payments, disputes, activation, troubleshooting for system issues, fee waivers, authorized users, refunds/adjustments, linking accounts, complaints, balance transfers, etc.

LifeSafer, Blue Ash, OH

Quality Assurance Analyst 4.2018 to 7.2019

Listening to and analyzing recorded calls to assure that agents are meeting the guidelines set according to training standards.

● Able to identify areas of service improvements for call center agents by implementing and developing programs that will improve the customer experience.

● Provides feedback to call center managers and supervisors and managers to assist in applying programs to assist in maintaining and improving the effectiveness of call center associates.

● Monitoring (side by side/silent) call center agents’ calls in order to provide feedback to ensure that they are providing an effective and positive customer service experience by following the guidelines that are set forth to assure that the company's product is getting the maximum use by the client.

● Processing CIFS for the purpose of identifying and eliminating agent errors ● Processing Re-installs for the purpose of providing installation credit to agents for clients being re-enrolled in the interlock program or errors made by the enrolling agent. ● Processing CSAT emails for the purpose of filtering and resolving client issues. ● Tracks issues within the quality monitoring system and analyzes the results. ● Assisting with agent questions in the chat. This includes assigned chats and side chats. ● Distributing TREDS to agents for the purpose of enrolling and scheduling Virginia clients.

● Taking inbound calls when business needs require additional assistance. LifeSafer, Blue Ash, OH

Compliance Coordinator 7.2015 to 4.2018

Maintaining the information (KIA) provided from 47 states that provide service to clients to enable the call center associates can accurately enroll new clients and/or assist them with service issues using the most up to date information.

● Processing and updating information from state directors so that enrolling and scheduling are following state mandated regulations.

● Assure lawfully installing/servicing each client per state regulations

● Overseeing guidelines that are critical to the business for clients to maintain eligibility for our product by working directly with the state offices Market/Territory Managers. ● All processes are done in a timely and efficient manner to eliminate/limit reporting issues (enrolling, scheduling, servicing).

● Training the KIA system at its inception and to all new hires and refreshing agents who needed additional assistance learning the system.

● Assisting with agent questions in the chat. This includes assigned chats and side chats.

● Distributing TREDS to agents for the purpose of enrolling and scheduling Virginia clients.

● Calling clients to reschedule appointments at times when shops closed for reasons beyond the call centers/locations control.

LifeSafer, Blue Ash, OH

Customer Service Sales 4.2014 to 7.2015

● Taking inbound calls to assist clients with enrollment and scheduling into the interlock program according to their state guidelines and regulations. By following the state operating procedures, this ensures that clients will successfully complete their interlock program and regain their unrestricted license.

Humana, Cincinnati, OH

Pharmaceutical Customer Service Representative 8.2012 to 2.2014 Provided the opportunity for me to assist Humana members to fill prescriptions while maintaining a high level of confidentiality.

● Complete customer orders

● Obtain price quotes for future prescriptions

● Processed payments

● Working collaboratively with doctors’ offices to request patient information ● Processed prior authorizations

Evangelical Community Hospital, Lewisburg, PA

Patient Access Representative 8.2011 to 8.2012

● Process payment and applying it to patient’s account

● Verifying Insurance to process for services rendered

● Pre-Registration for Coming Procedures

● Entering patient information in a quick and timely manner

● Adjustments/updating account information

● Training New Hires

Macy’s, Mason, OH

Senior Associate Fraud Prevention Specialist 7.2007 to 8.2011

● Analyze and determine if orders qualify to be released or canceled based on trends

● Responsible for live chat with customers

● Process orders

● Assist in navigating the website

● Adjustments on accounts

● Training and shadowing agents to understand processes vital to the business Avon Product, Inc. Springdale, OH

Account Services Representative Virtual Agent 1.2003 – 7.2007

● Processed orders from Avon representatives

● Troubleshooting discrepancies; payments not received, missing returns, and account adjustments

EDUCATION

Graduate of Finneytown High School 1994

University of Cincinnati 1996 – 1998

REFERENCES

Yvette Hill 513-***-****

DeSondra Davis 513-***-****

Sarah Miller DeVilliers 513-***-****

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