Yolanda Ramsey
Augusta
Summary
Customer support professional with extensive experience at Valera, specializing in technical troubleshooting and active listening. Demonstrated ability to enhance customer satisfaction through effective communication and problem resolution. Skilled in managing incoming calls and documenting interactions to drive service improvements, ensuring seamless client experiences.
Overview
2
2
years of professional experience
Work History
Contact Center Agent 1
Valera
02.2025 - Current
- Delivered high-quality support for banking clients via phone, chat, and email in a fully remote environment.
- Resolved inquiries related to digital banking platforms, online transactions, account access, and security protocols.
- Utilized tools to document customer interactions and identify trends to inform service improvements.
- Collaborated with cross-functional teams to escalate technical issues and streamline resolution processes.
- Answered incoming calls and emails promptly, professionally, and courteously.
Customer Support Specialist
Asurion
08.2024 - 02.2025
- Efficiently identified customer needs through active listening and questioning techniques.
- Assisted customers in navigating website features and functions, ensuring a seamless user experience.
- Assisted customers with product selection, order placement, and delivery scheduling.
- Advised customers on the features and benefits of the products and services offered by the company.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Customer Service Representative
Williams-Sonoma, Inc.
10.2023 - 02.2024
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
Bachelor of Arts (B.A.) - Applied Finance
El Paso Community College
El Paso, TXSkills
- Call center experience
- Technical Troubleshooting
- Customer Relationship Management (CRM)
- Customer service excellence
- Active Listening
- Adaptability and Flexibility
- Microsoft Windows and Office
- Incoming Call Management
- Documentation and reporting
- Escalation management
- Data entry
Timeline
Contact Center Agent 1
Valera
02.2025 - Current
Customer Support Specialist
Asurion
08.2024 - 02.2025
Customer Service Representative
Williams-Sonoma, Inc.
10.2023 - 02.2024
Bachelor of Arts (B.A.) - Applied Finance
El Paso Community College
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