Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

YAVASIA GREEN

Philadelphia

Summary

Enthusiastic Customer Service Agent with over 4 years of experience resolving complex customer inquiries. Passionate about fostering brand loyalty and enhancing customer engagement. Skilled in translating customer feedback into actionable insights that improve processes and drive operational efficiency.

Overview

11
11
years of professional experience

Work History

Customer Consultant

PECO
Philadelphia
11.2022 - Current
  • Process service request collection policies, inquiries, and complaints regarding billing and collection.
  • Provide solutions and assistance for delinquent account holders.
  • Research and provide information to ensure the most effective utilization of energy usage.
  • Provide and record valuable safety information for emergency situations and reports.
  • Answer, on average, 70+ calls daily from customers seeking billing, collections, and emergency inquiries, while meeting the company's metrics.
  • Collaborate with other departments to ensure customer needs are being satisfied in a timely manner.
  • Resolved customer issues in an efficient and timely manner, escalating when necessary.
  • Analyzed data from previous calls to identify trends in customer inquiries or complaints.
  • Maintained accurate records of customer interactions, including notes detailing conversations, actions taken, and follow-up activities.
  • Provided feedback to management regarding opportunities for improvement within the department.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.

Gate Agent

American Airlines
Philadelphia
04.2022 - 11.2023
  • Performing security checks prior to boarding, including collecting identification and luggage scans using an X-ray machine.
  • Providing customer service to passengers by answering questions about airport rules and regulations, flight schedules, and other travel information.
  • Greeting passengers as they enter the terminal, and assisting with luggage, boarding passes, and other travel needs.
  • Addressing safety concerns with passengers or crew members, reporting potential hazards to supervisors, and assisting with emergency responses as needed.
  • Inform passengers of safety procedures and regulations on board aircraft, including the use of oxygen masks during emergencies.
  • Selling tickets and promoting additional services, such as baggage insurance or in-flight meals.
  • Inform passengers of safety procedures and regulations on board aircraft, including the use of oxygen masks during emergencies.
  • Inspected passenger documents prior to issuing boarding passes and checked for accuracy of flight details.
  • Performed administrative duties such as filing paperwork or entering data into computer systems.
  • Answered customer inquiries regarding flight schedules, destinations, fares, and regulations.
  • Assisted disabled passengers or those requiring special attention during their travel experience.
  • Maintained logs of all departing flights including number of passengers boarded and any irregularities that occurred during the process.

Unaccompanied Minor Support Supervisor

Prospect Airport Services
Philadelphia
09.2015 - 08.2019
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements, and clarify misunderstandings.
  • Devoted special emphasis to punctuality and worked to maintain an outstanding attendance record, consistently arriving at work ready to start immediately.
  • Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts to optimize movements and protect aircraft.
  • Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures, and performance optimization strategies from day one.
  • Delegated the supervision of unaccompanied minors.
  • Provided on-the-job coaching and guidance to support staff members as needed.

Front Desk Receptionist

Open MRI Center
Philadelphia
07.2014 - 09.2015
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Promptly answered the multi-line phone system, and greeted callers enthusiastically.
  • Completed skilled administrative work to support all office staff and operational requirements.
  • Facilitated organized record retrieval and access by maintaining a filing system for both in-house and discharged residents.
  • Improved timely payment of bills by developing flexible payment plans for patients.
  • Located, checked in, and pulled medical records for patient appointments and incomplete charts.
  • Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
  • Insurance verification, demographics, and PCP information.
  • Updated customer information in databases regularly to ensure accuracy of records.
  • Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
  • Responded to customer inquiries via phone, email, and in person.
  • Provided administrative support such as filing documents, photocopying and scanning materials.
  • Handled sensitive information in a confidential manner.
  • Managed multi-line telephone system, directing calls to appropriate departments.

Sales Consultant

Century 21
Philadelphia
09.2014 - 01.2015
  • Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
  • Worked with the sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Conducted on-site product demonstrations to highlight features, answer customer questions, and redirect concerns toward positive aspects.
  • Managed revenue models, process flows, operations support, and customer engagement strategies.
  • Implemented up-selling strategies, encompassing the recommendation of accessories and complementary purchases.
  • Used a consultative sales approach to understand customer needs and recommend relevant offerings.
  • Developed strategic component development plans to support future projects.

Education

High School Diploma -

Strawberry Mansion High School
Philadelphia, PA
06.2014

Skills

  • Proficient in written and oral communication
  • Insurance verification
  • Schedule coordination
  • Medical terminology
  • Supervisory experience
  • Hippa
  • G Suite
  • Navinet
  • EMR/EHR
  • Worked in Customer Solution Center
  • Conflict resolution
  • Problem solving
  • Oracle
  • Nice IEX
  • Microsoft Office and Teams
  • CC&B, CIMS, CX Wrapper, and Avaya
  • Pilots test new customer contact programs, processes, and technology
  • Financial analysis
  • Administrative support
  • Call center experience

Affiliations

  • Worked in Customer Solution Center.
  • Help assist in chat with colleagues.

Timeline

Customer Consultant

PECO
11.2022 - Current

Gate Agent

American Airlines
04.2022 - 11.2023

Unaccompanied Minor Support Supervisor

Prospect Airport Services
09.2015 - 08.2019

Sales Consultant

Century 21
09.2014 - 01.2015

Front Desk Receptionist

Open MRI Center
07.2014 - 09.2015

High School Diploma -

Strawberry Mansion High School

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YAVASIA GREEN