Yalanda Smith

Yalanda Smith 249 Bella Vista Terrace McDonough, Georgia 30253 Home:- Cell:- Objective: To obtain a challenging entry-level position that allows for the utilization of my mastered skills, while aiding in my acquisition of new skills. Experience:- Arise, Independent Contractor Web Chat Representative: Handled up to 2 incoming chats from guest to assist in their stay at the resort and visiting the parks. Assisted guest in navigating the website and directing them in updating or correcting information on their accounts. Directed customers to the correct department when we were not able to complete the request through the website. Maintain a magical experience with the guest to make sure they would enjoy their visit with us. Customer Service Representative: Handled incoming calls for various clients. Handled calls within the timeframes set forth by client. Assisted customers with placing orders on client website. Assisted customers on navigation of company website. Reviewed orders for customers once placed to verify information on orders and shipped or delivery dates. Assisted customers with locating product descriptions of the items. Verifying incomplete description information or requesting more information research and contacting customer with the answers. Educated customers on special sales or offers qualifications for discounts to be applied. Manually adjusted sales if incorrect on the website or for customer satisfaction within guidelines provided by company. Queued for sales adjustments of replacement or customer satisfaction if over the guidelines set forth by company. Educated customers on policy and procedures of company if request was outside of company guidelines. Transferred customers to correct departments if further assistance was needed/requested or if incorrectly routed to online customer service. Researched product availability. Assisted customers with tracking information. Customer Service Supervisor: Handled escalated calls from customer service representatives when customer requested supervisor. Researched or corrected customer request in regards to credits, returns or cancellation of orders. Assisted customer with ongoing complaints or discrepancies with the client. Requested follow-up with customers on escalated situations that required more research. Worked with various departments to gain acceptable customer satisfaction. Chat Performance Facilitator: Handled 40 or more representatives in one chat room. Answered chats questions in a timely manner. Assist customer service representatives with questions via chat. Verified by way of chat if representatives were providing customers with correct information. Guide representatives to find information in the resources supplied by the client. Reported updates to representatives about client website errors or latency they were experiencing. Supply representatives with steps to gain more knowledge in client policy and procedures. Explained the notes left on orders or new policy to representatives via chat. Verified sales times, exclusions or prices via chat. Provided steps per chat to accessing other systems used by client so that representatives could properly assist customers. Sales Performance Facilitator: Assisted Customer Service representatives with obtaining and coding of sales in Vision and ACSR. Verified Sales and coding of these sales for representatives that did not come to coding for assistance. Kept a log of all representatives that needed extra assistance. Held informational group sessions and one on one sessions with representatives as needed. Worked closely with Quality Assurance team for any changes in regard to sales. Sent out letters for improvement of skills- Bank of America, Louisville, Kentucky Implementation Coordinator/Controller Respond to incoming emails from current merchants and other departments within Bank of America about accounts. Set up new locations for a variety of merchants. Input all current merchant information into a number of different systems. Maintain and update merchants account according to changes requested by merchants. Run credit reports on new merchants that want to process through Bank of America. Update banking information through a banking database. Build and set up terminals and pin pads so that a merchant may process through Bank of America. Research and correct errors that merchants may receive on terminals. Place orders for terminals and supplies. - Adecco, Louisville, Kentucky Bank of America Customer Service Representative Handled incoming calls from merchants about accounts. Answer merchants’ basic questions. Reviewed batch detail for merchants on various systems such as Vital and Tandem. Reviewed information for merchants about charges and credits to customer credit cards. Submitted paperwork to other departments. Transferred calls to the correct department for a merchant's’ request. Answered questions about merchant statements and reviewed statements on various systems such as statement viewer, npc.com and npc.net. Advised merchants of contracts and procedures for making changes to accounts. - Humana, Louisville, Kentucky Open Enrollment Specialist Handled open enrollment for various companies as well as Humana. Answer Incoming calls from potential members of the Humana plan being offered at their company. Answer potential members’ basic questions about the plan being offered to them. Assist potential members with online enrollment by proxy. Verified members’ medical and dental enrollment. Research specific questions raised by potential members about the plan being offered. Call potential members with answers to questions that did not have an immediate answer. Updated and changed addresses of returned mail for current members. Transferred calls to the correct department of member concerns. Ordered Medicare kits for potential Medicare members. - Teletech, Hampton, Virginia Customer Care/Billing Research Representative Answer incoming calls from Nextel customers' about accounts. Answer customers' basic questions and transfer calls to appropriate departments. Assist customers with rate plan information and changes to the account. Explain and research charges and minutes overages on bills. Research accounts accurately for errors of misapplied payments, taxes, adjustments, charges and credits. Make outgoing calls to customers concerning their accounts if a call back is necessary. Send emails to correct departments for changes to customers' accounts that cannot be handled at the customer care level. Compensate customers accordingly to retain their service due to an error made by Nextel. Resolve and troubleshoot units to correct no service or service restrictions. - Morgan Stanley Dean Witter, Jersey City, New Jersey Shareholder Transaction Processor Representative Answered incoming calls from clients about accounts. Made outgoing calls to banks and clients to verify information provided. Input new information into Rumba Mainframe. Proof read new accounts to check for accuracy and correct errors. Processed incoming mail for swp-adjustments and payouts, dividend address change or ACH set-up. Processed return mail for new address change. Changed tax identification codes on accounts. Made stock transfer and telephone exchanges to new accounts. Drafted letters to clients about status of accounts. Researched, calculated and distributed prices for the day of business. Inputted batch information. Verified completed work. Canceled completed work of the day. Dropped off reports to correct departments for verification. Verified checks and made deposits for the business day of work. - Accustaff, Champion Mortgage Company, Parsippany, New Jersey Customer Service Representative/Receptionist Answered incoming calls on multi "800" phone line. Screened prospective clients on the loan process. Answered client basic questions and transferred calls to appropriate departments. Researched the client's loan progression per clients requested. Removed names from company's database per client request. Processed outgoing mail to clients. Prepared the monthly nomination award packets for the company. - New Jersey Transit, Maplewood, New Jersey Intern Human Resource Office Assistant Photocopied materials for the Human Resource Department while checking for accuracy. Processed incoming and outgoing mail. Scheduled and confirmed appointments with prospective employees. Administered and graded test of future employees. Maintained database of employment records. Education:- Rutgers Technical Training Program, Newark, New Jersey Certificate of Completion in Computer Training. - P/C LAN Computer Training School, Rahway, New Jersey Certificate of Completion in Computer Skills: Typing 45-55wpm, Harvard Graphics, PowerPoint, Windows, Excel Microsoft Word, Works, Access, Outlook, and Internet.