Yolanda Matthews Email & Phone Number

Greater Chicago Area

Assist customers through completion of auto claims by educating customers on use of mobile applications to submit photos of vehicle damage. Ensure simplicity and efficiency by managing and setting expectations for customers around required information across 60+ auto insurance carriers.

Rolling Meadows,Illinois

Assisted credit card holders with resolving issues such as payment disputes, credits for fees, and payments applications and providing account detail. Answered between 100-150 escalated calls daily from associates and overflow calls covering 3 sites. Trained and mentored employee on standards and policies. • Trained and mentored new employees and provided on the job training for existing employees to insure consistent delivery of department services, increasing quality scores by 60%.• Educated customer on products available, resulting increase on-line participation by customer 40%.• Resolved customer complaint cases that have been escalated to supervisory intervention level.• Exceeded all department goals in not ready, hold times, schedule compliance and quality over past 12 months. • Streamlined policy and procedures for a better customer service experience with 10 recommendations in past year.

Elmhurst, Illinois

Handled approximately 700-1000 cases per month via email or spreadsheet. Communicated well with internal and external customers to keep all necessary parties well informed and ensure proper execution performed in a timely matter.• Provided developmental feedback to customer care agent, which reduced errors by 55%.• Analyzed trends and monthly results to determine training needs.• Increased customer satisfaction by 20%.• Communicated recognizable trends with impacted departments to ensure minor impact to the customer. • Managed mailbox and responded to all request within 48-72 hours by mail or phone surpassed time frame 5 days to respond

Wood Dale,Illinois

Answered inbound phone calls from consumers and merchant daily. Investigated and Resolved customer inquiries via phone and fax regarding billing issues.• Provided technical support for online management.• Going above and beyond to achieve one call resolution.• Identified problems and provided solutions that increased retention by 30%