Customer Service Representative
Resume:
YOLANDA MATTHEWS
Houston, Texas 77084
******************@*****.***
PROFESSIONAL SUMMARY:
Team leader, self-motivated to work toward ultimate goals, hard-working, has strong organizational and communication skills with attention to detail. Experience supervisor, ensuring team members perform tasks timely and in an organized manner. Assigned tasks, trained employees, provide feedback, mediate interpersonal conflicts, and implement company policies and procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet their goals.
Work History:
TTEC Remote
1600 Eberhardt Rd.
Temple, Texas 76504
TTEC(Progressive)
Non-Licensed
January 9,2024-Present
Customer Service Representative
Job Function
•Inbound calls from automotive insurance customers.
•Support customers with inquiries and insurance policy needs
•Answering questions regarding coverage, rates, billing issues
•General policy reviews while offering additional products
Job Description:
•Ensure positive customer relationship by providing prompt, accurate, and friendly service
•Resolve billing, police change, coverage, and insurance claims issues using exemplary customer service skills
•Check insurance policies for accuracy, coverage, and limits to determine whether modifications are necessary
•Present existing and prospective customers with individualized policy options, quote calculations, and educational materials to meet their needs
•Ensure up-to-date information within insurance company databases to effectively drive sales and current customers
•
TTEC (Bank of America)
May 20, 2020- January 9, 2024
BAU/MR
QA Assignment
Read Summaries
Analyze Phone Calls
Evaluate Transactions
Validation Fail
Customer Service Representative
Resolved customer issues by interacting with different departments.
• Responded to inbound telephone inquiries.
• Provided timely response of customer inquiries up to and including call pick-ups.
• Handling questions and concerns with speed, accuracy and professionalism.
• Attend daily team meetings.
Texas Department of Criminal Justice
Woodman State Jail 254-***-****
1210 Coryell City Rd.
Gatesville, Texas 76528
June 2001- November 2018
Correctional Officer I-III (2001-2008)
•Supervised a diverse offender population
•Executed inspections of general housing units
•Conducted scheduled counts
•Roster incoming and outgoing offenders
•Responded to disturbances and medical emergencies
•Conducted searches for contraband and provided security of areas
Correctional Officer III-IV (Intake Officer 2008-2015)
•Received offenders brought in from counties
•Inventoried all property brought in with the offenders
•Issued allowed property
1.Clothes
2.Bedding
3.Toiletries
4.Personal Hygiene Items
•Provided the offenders with the TDCJ Handbook
Correctional Officer IV-V (Safety/AD-84 Officer 2015-2016)
•Provided safety of the unit
1.Monthly checks of Fire Extinguishers on the unit (103)
2.Monthly checks of Fire Extinguishers at BOQ’s (30)
3.Logged all deficiencies reported on the unit
4.Monitored temperature levels in the housing areas
5.Assured all work equipment was up to standers according to TDCJ policy
6.Conducted monthly unplanned fire drills in all housing and work areas
7.Conducted safety checks of outside exercise equipment for offenders’ use
8.Assured all exit doors were clear and easy access / exit signs where well lite
9.Conducted safety checks of workstations
a.Laundry
b.Maintenance
c.Back Gate
d.Outside and Inside work Squads / Equipment
Sargent of Corrections (2016-2018)
• Acknowledged issues and resolved the problems quickly and efficiently
• Observed actions of offenders such as squatting and bending
• Observed pat and strip searches of offenders
• Supervised the conduct of meals provide to offenders
• Monitored offender
1. phone calls
2. bank accounts
3. incoming and outgoing mail
• Interviewed all incoming offenders
• Assigned daily duty assignments to total of 23 officers
• Made rounds to different workstations
• Checked and Signed department folders
• Attended yearly training on updated policies and procedures
EDUCATION:
Jesse H. Jones High School
1984-1988
7414 St.Lo Rd
Houston, Texas 77033
Saint Leo University
Psychology (18 Credits no degree)
1994-1996
Fort Stewart, Georgia
University of Phoenix
Bachelor of Science in Social Work (12 Credits No Degree)
2011-2012
Killeen, Texas
SKILLS:
• 10 key Calculator by touch
• 10 Extension Phone Line
•Excel
•Microsoft Word
•Microsoft Edge
•Google Calendar
•One Note
•Outlook
I have 5 years of administration experience
Awards and Accomplishments
1.Hand to Hand Combat
2.Ground Defense
3.Hostage Negotiation
4.First-Responder
5.Training for Training
6.Unit Mentor
7.Prospector
Contact this candidate