Dynamic Customer Care Specialist with 20+ Years Experience
Resume:
Yvette Whitfield
Los Angeles, CA *****
************************@***********.***
Authorized to work in the US for any employer
Work Experience
Customer Care Specialist
Punch Studio LLC-Culver City, CA
September 2016 to May 2025
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a XX% increase in customer satisfaction ratings
• Developed deep product knowledge to effectively address customer questions and concerns
• Assisted customers with placing orders, tracking shipments, processing returns, and handling billing inquiries
• Collaborated with cross-functional teams to resolve complex customer issues and ensure timely resolution
• Maintained accurate records of all customer interactions using CRM software
• Proactively reached out to customers who had unresolved issues or expressed dissatisfaction to provide personalized support and regain their trust
Customer Service Representative
Velvet LLC-Culver City, CA
March 1998 to July 2015
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Upsold additional products or services to customers based on their needs and preferences
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
• Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
• Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
• Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
• Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process
• Recognized as a subject matter expert within the department due to extensive knowledge of company products and policies
• Served as a liaison between customers and other departments such as sales or technical support to ensure seamless communication
• Developed strong time management skills by efficiently prioritizing tasks and ensuring timely follow- up with customers
• Collaborated with the sales team to identify potential upselling opportunities during customer interactions, resulting in an increase in average order value by XX%
• Utilized CRM data analysis to identify trends, patterns, or recurring issues that required further attention or process refinement
• Participated in cross-functional projects aimed at improving overall customer experience across multiple touchpoints
• Achieved XX% increase in customer satisfaction ratings through proactive problem-solving and personalized service delivery
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained Education
High school diploma
James Monroe High School-Northridge, CA
September 1981 to June 1983
Skills
• Microsoft Outlook
• English
• Client interaction via phone calls
• Receptionist experience within corporate industry
• Computer operation
• Organizational skills
• Customer issue escalation
• Purchase order management
• Managing customer accounts
• Microsoft Excel
• Administrative experience
• Phone call management
• Communication skills
• Microsoft Office
• Data entry
• Adobe Acrobat
• Order processing
• Front desk
• Phone etiquette
• Phone communication
• Customer support
Languages
• English - Fluent
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