400 Rose Band Lane, Tempe, AZ 44304 | (566) 333-3591 | yolanda.smith@hotmail.

com

Yolanda Smith
CAREER Customer Service professional with 7+ years of experience seeking full time Customer OBJECTIVE Service Position in the Temple, AZ area. PROFESSIONAL Total Finance Solutions, Tempe, AZ EXPERIENCE Call Center Representative, 2005 – 2008 • Performed inbound/outbound collection calls utilizing a predictive dialer; ranked in the Top 5% in the Collections Department, processing 180 inbound and outbound calls per day • Handled inbound collection calls, routed calls to correct departments and resolved customer service issues regarding credit and financing promotions – meeting daily performance goals of 10 accounts per day • Responsible for collecting and negotiating payment arrangements on accounts that were 30 to 260 days past due, adhering to FDCPA rules and regulations. • Selected to handle accounts that were 120 to 365 days past due, a more challenging and high value account type. Peabody Law Office, Tempe, AZ Administrative Assistant, 2004 – 2005 • Performed clerical, data-entry, and customer service duties for a wide variety of companies, including answering phones and resolving customer service issues. International Appliance Mart, Tempe, AZ Office Support Staff Member, 2003 – 2004 • Conducted a variety of office administration tasks, including invoicing, data-entry, filing, routing calls, and taking messages. Worldwide Wireless, Tempe, AZ Sales Representative, 2001 – 2003 • Sold new wireless service plans and add-ons for Verizon Wireless, Cingular, and TMobile, exceeding monthly sales goal by 100%. • Instituted daily and monthly sales goals, creating for the very first time a way to measure sales performance for individuals and the entire sales team. • Acquired new corporate customers through aggressive cold calling, resourcefully obtaining new leads through publically available sources. • Assisted fellow Sales Representatives achieve their sales goals, resulting in a 300%+ increase in kiosk phone sales. • Worked with customers and the mobile provider’s customer service department to resolve customer billing issues, ensuring a high level of customer service. 1800-Cellular, Tempe, AZ Sales Representative, 1999 – 2001 • Conducted outside B2B sales during my personal time in addition to working a regular retail sales shift, increasing both individual and store monthly sales goals. • Provided customers with an extreme level of customer service, resulting in winning the personal referral of a Company Owner and the successful sale of 50 phones to Company employees. EDUCATION Tempe High School, Tempe, AZ Graduated 1999 ADDITIONAL SKILLS • • Proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook, Publisher). Able to type 75 wpm accurately.

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