Yolanda Breeding Email & Phone Number

United States

Supervise day to day operations of Customer Care team. Manages the process of determining freight claims, warranty, pricing, credit card processing, quality, changes in logistics, discontinuance, shipping issues, RGA's orders, calls in queue and live chat to ensure excellent customer satisfaction. Also, responsible for setting departmental goals in conjunction with the Customer Care Manager and manages the performance evaluations of team members.- Supervise day-to-day operations of Customer Care team including time management and workforce scheduling.- Handles escalated quality, shipping or warranty issues with proper internal or external department(s). Refers complaints of service or product failure with appropriate departments for investigation- Monitors customer satisfaction levels (i.e. call times, hold time, log/log times, queue times, accuracy (live chat) and develops methos and metrics to increase satisfaction.-Train and develop Customer Care Associates with administration of Company policies and product knowledge. Assist with questions and concerns.-Monitors the process for replacement part orders from all channels and avenues.

I am a Senior Customer Service Professional with 20+ years of experience in industries ranging from durable medical equipment to financial services and banking. I am currently seeking my next opportunity and can be reached at: yolandabreeding@gmail.com

Valley City, Ohio

Customer Service SupervisorSupervised the day-to-day activities of call experience representatives. Coach and guide advocates in their pursuit of sales conversions, strong net promoter scores, and other key metrics.• Monitor, measure and review individual and team achievement of call center goals and standards to ensure adequacy in meeting center objectives. • Contact regular advocate coaching sessions, including performance appraisals and one one’s to inspire high performance and support employee development.• Quality monitor team members customer contacts (calls, chats and emails) based on established quality program. Coached team members on all contacts scored and provide positive reinforcement, using coaching techniques to modify behavior of substandard performers.• Provide consistent support to Call Center advocates by serving as a reliable resource for information and resolving difficult customer situations. Responsible for handling escalated calls and ensuring problem resolution activities are performed in a manner that will ensure customer satisfaction.• Perform management of personnel activities such as determining staff levels, hiring and recruiting, motivating, coaching, performance appraisals, promotions, salary recommendations and terminations.

North Ridgeville, Ohio

Received incoming customer calls, faxes and emails and reviewed for completeness. Established complaint file, documenting information such as major model, serial number and issue description of product to make sound regulatory reporting decisions.• Performed preliminary classification of complaints and identified complaints needing reporting for additional review. • Reviewed documents for completeness and consistency; followed up with internal and external customers as needed.• Created and distributed reports to assist with workflow.• Attended all training to keep current with job responsibilities and product updates.

Elyria, Ohio

Lead a team of 15 to 20 customer service representatives.• Monitored performance levels on a real-time basis to ensure workflow objectives were being achieved.• Provided problem resolution on escalated issues.• Delivered training related to products, policies and procedures.• Interviewed and selected candidates to join the team.• Conducted regular and ongoing coaching sessions to drive the high impact of performance and ensure an optimal customer experience. • Prepared and delivered on-time performance appraisals.• Reviewed associate timesheets and work schedules.• Assisted in call – taking during high volume times.

Cleveland/Akron, Ohio Area

Supervised team of 10 to 15 employees.• Monitored outgoing dialer effectiveness through properly staffing representatives in the call campaign to maximize daily contacts.• Observed and evaluated monthly performance by coaching and developing in areas that were not meeting the company quotas.• Addressed attendance and performance issues; coached for improvement.

Westlake, Oh

Supervised from 30 to 60 representatives and 4 unit leads.• Supervised outgoing / incoming dialing effectiveness and provided coaching and advice to improve productivity.• Reviewed and approved customers’ electronic payments for processing.• Investigated customer complaints / discrepancies and provided responses to the Attorney General and the Better Business Bureau. • Led weekly team meetings on daily, weekly and monthly dollars collected for the department. Advised what call campaigns needed focus to ensure proper contact.• Collaborated with Human Resources to identify, interview and select candidates for hire.• Onboarded new employees to ensure future success.