Iyana Watts
Sacramento
Summary
Dynamic customer service professional with extensive experience, excelling in conflict resolution and CRM software utilization. Proven track record of enhancing customer satisfaction and efficiently resolving complex issues. Adept at building rapport and fostering teamwork, consistently achieving productivity targets while maintaining high service standards. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
CSR
Raley's Distribution Center
Sacramento
10.2024 - Current
- Resolved customer inquiries and issues, ensuring exceptional satisfaction levels.
- Addressed complaints via phone, email, and in-person interactions.
- Analyzed problems to identify root causes and implement effective solutions.
- Maintained accuracy and efficiency while processing customer orders.
- Coordinated shipments to guarantee on-time delivery.
- Exceeded productivity targets through exemplary customer service in every interaction.
- Processed orders, forms, applications, and requests efficiently.
- Educated customers on special pricing opportunities and company offerings.
CSR
Bank of America
Rancho Cordova
03.2020 - 08.2024
- Resolved issues regarding lost or stolen cards and unauthorized transactions.
- Clarified payment discrepancies to improve customer comprehension.
- Engaged clients to utilize self-service resources and process cash transactions.
- Addressed inquiries from cardholders related to accounts, statements, and card benefits.
CSR
Covered California
Sacramento
12.2017 - 02.2020
- Handled inquiries from beneficiaries, providers, and others regarding Medicare or Obamacare-related information, policies, and procedures.
- Respond to phone calls, emails, and other forms of communication, providing accurate and helpful information.
- Worked to resolve customer issues, complaints, and appeals related to Medicare benefits, claims, and other matters.
- Educate clients about plans, options, and eligibility.
- Utilized various systems and technology, including phones, email, and web browsers, to perform their duties.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Documented all conversations with customers in CRM software according to company standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
CSR
ACT Technologies
North Highlands
11.2015 - 10.2017
- Handled customer inquiries and issues via phone, aiming to resolve them effectively and efficiently.
- Addressing customer inquiries and complaints related to various banking products and services.
- Following bank policies and procedures when handling customer inquiries and issues.
- Accurately entering and updating customer information in bank systems.
- Navigated various bank systems and platforms, including online banking, call center software, and customer relationship management (CRM) systems.
Education
High School Diploma -
TwinRivers
GSD05-2012
Skills
- Customer service
- Order processing
- CRM software
- Conflict resolution
- Root cause analysis
- Time management
- Problem solving
- Complaint handling
- Call center experience
- Microsoft PowerPoint
- Call center operations
- Typing proficiency
- Strong teamwork
- De-escalation techniques
- Verbal and written communication
- Documentation
- Building rapport
- Complaint resolution
- Team development
- Information security
- Customer relations
- Data collection
References
References available upon request.
Timeline
CSR
Raley's Distribution Center
10.2024 - Current
CSR
Bank of America
03.2020 - 08.2024
CSR
Covered California
12.2017 - 02.2020
CSR
ACT Technologies
11.2015 - 10.2017
High School Diploma -
TwinRivers