Customer Service Relations

Yolanda Allen

**** *. ******* ******, ************, IN 46222

317-***-****(H) 317-***-****(C) *******.******@*****.***

Offering:

Internally motivated, high performance, customer service oriented with over 10 years of experience working in a fast-paced environment; seeking to bring my experience to an employer. Skills in People Soft, Cognos and other payroll/HR applications. Proficient with Microsoft products including Excel, Word, and Power Point. Well versed in payroll regulations and policies. Comfortable working independently to meet and surpass company, team and individual goals; Master in managing customer relations, problem solving and communication with a disciplined work ethic and outstanding attitude, and leadership skills.

EMPLOYMENT:

First Student Transportation - IPS

Dispatcher January 2021 – Current

Indianapolis, IN

Perform dispatch on a daily basis and during peak driving times

Ensure all routes are efficient, safe, and cost effective

Proactively search for ways to improve routes in the district

Communicate with drivers regarding bus stops, driver directions, route/bus stop hazards

Assist daily with substitute driver/bus assistant placements as needed

Review student counts to ensure capacity is with district’s limits

Maintain and update as required current route direction backups

Address parent concerns regarding bus stops

Completing reports as assigned timely

Communicate daily with school staff and administrator

Ascension Health Ministry Services

Payroll Processor January 2019 – December 2021

Indianapolis, IN

Maintain payroll information by collecting, calculating, and entering data

Review time and attendance records

Update payroll records by entering changes in exemptions, insurance coverage, and other adjustments and deductions

Work and resolve payroll and time and attendance complex issues that arise

Run daily, weekly, monthly, and quarterly payroll reports

Provide technical expertise on project assignments from the management team

Provides data and information by answering questions and inquiries

Ensure that the policy and procedures are adhered to

Monitor processes looking for continuous improvement

Contributes to team effort by accomplishing related results as needed

Ascension Health Ministry Services

Senior Customer Advocate Jan 2018 – Dec 2018

Indianapolis, IN

Serve as support leader for customer advocates

Responsible for the training, mentoring and coaching of new hires

Work and resolves the most difficult and complex issues that arise

Provide technical expertise on project assignments from the management team

Ensure that the policy and procedures are adhered to by the team members

Monitor processes looking for continuous improvements

Ascension Health Ministry Services

Customer Advocate Jan 2016– Dec 2017

Indianapolis, IN

Receive, resolve and/or appropriately route all inbound inquiries; Escalate inquiries and requests to the appropriate Tier 2 (Transactional) or Tier 3 (External to MSC) resource

Leverage CRM tools to perform front-line customer support functions and resolve the majority of issues without escalation; Tap existing knowledge, internal training, and system resources to provide best-in-class support for internal and external Ascension customers; Understand and apply knowledge of the process to resolve issues in the various functional areas including HR, Supply Chain and Finance; Act as a subject matter expert and peer leader to build skills and support the success of the broader Tier 1 team

Maintain the strictest levels of confidentially and integrity with each interaction; Quickly identify critical situations and take appropriate action; Diffuse difficult situations and quickly change the direction of the call toward a satisfactory resolution

Performs responsibilities in full compliance with standards, policies, and procedures

Plan and organize work so the Service Level Agreement Objectives are realized; Contribute ideas and actions towards the continuous improvement of the Contact Center’s processes; Ensures all work is performed in accordance with targets

Maintain positive work relationships with members of other teams in the Ministry Service Center, Health Ministries and Associates to communicate effectively and to ensure compliance with cross-team responsibilities

Comcast Aug. 2012-Sept 2016

Billing Specialist

Indianapolis, IN

Handle high volume of 100+ calls daily regarding billing questions (7.5 calls per hour on average)

Processed payments and invoices

Provided follow-up on status of accounts

Providing quality customer service while resolving customer issues, concerns and complaints

Troubleshooting service problems

Facilitating the sale of Comcast products and services: Recognized as team's top sales manager.

Contact this candidate