Yazmin Allen
Lewisburg
Summary
Personable and dedicated Senior Client Service Representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Senior Client Service Representative
Tally
Remote
07.2022 - 04.2024
- Processed orders accurately, tracked shipments, and ensured timely delivery of products and services.
- Created presentations on best practices for providing excellent customer service experiences.
- Managed escalated customer complaints and resolved complex problems quickly.
- Provided superior customer service to clients by responding to inquiries and resolving any issues or concerns in a timely manner.
- Developed training materials for new employees on customer service policies and procedures.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Coordinated client meetings, prepared agendas, and documented meeting notes.
Membership Manager
American Express
Remote
11.2021 - 06.2022
- Assisted customers in opening new accounts and answered questions about bank policies and procedures.
- Researched customer complaints or issues and responded promptly with solutions or alternatives.
- Responded to incoming telephone calls from existing customers regarding account status or transactions.
- Maintained accurate records of all customer interactions using computerized systems.
- Educated customers on the features of various banking products and services available at the institution.
- Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
Patient Service Representative
NaviHealth
Brentwood
10.2018 - 11.2021
- Verified insurance information, collected payments, and scheduled appointments.
- Provided customer service by answering patient questions and addressing concerns.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Inputted patient demographic data into an electronic health record system.
- Assisted with scheduling follow-up appointments according to provider availability.
- Maintained accurate records of services provided during each visit or procedure.
Senior Account Manager
International Comfort Products
Lewisburg
07.2016 - 12.2018
- Conferred with customers by telephone or in-person to provide information about products or services, receive and enter orders, cancel accounts, and obtain details of complaints
- Reviewed claim adjustments with dealers, examine parts order issues and approve or disapprove dealers’ claims
- Monitored and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Prepared reports and analyzed data to assist management as they determine call center goals
- Negotiated contracts and closed agreements to maximize profits.
- Acted as main point of contact in matters relating to client concerns and needs.
- Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
- Prepared budgets and approved budget expenditures.
Education
High School Diploma -
Marshall County High School
Lewisburg, TNSkills
- Revenue Growth
- Client Relations
- Onboarding process
- Customer Account Management
- Analytical Skills
- Customer Engagement
- Recommendations
- B2B
- Technical Troubleshooting
- WideOrbit software
- Follow-up skills
- De-Escalation Techniques
- Direct Response Marketing
- High Energy Level
- Web Conferencing
- Prioritization
Timeline
Senior Client Service Representative
Tally
07.2022 - 04.2024
Membership Manager
American Express
11.2021 - 06.2022
Patient Service Representative
NaviHealth
10.2018 - 11.2021
Senior Account Manager
International Comfort Products
07.2016 - 12.2018
High School Diploma -
Marshall County High School