Open to opportunities

Yolanda Evans

@yolandaevans

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Customer-focused Loss Draft Specialist improving claims support and customer retention.

United States

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What I'm looking for

I’m looking for a long-term role where I can use my customer service and sales experience to help customers, hit performance goals, and keep growing in a challenging environment with strong training and support.

I’m a Loss Draft Specialist who answers policy and claims questions, keeps policyholder information up to date, and delivers efficient customer service from August 2023 to the present.

Previously, as an AT&T Customer Service Representative, I assisted customers with billing and everyday support, helped present new products to drive sales, and achieved sales quotas for new services and products.

From 2017 to 2019 at Comcast, I handled inbound calls for service changes, upgrades, adds, transfers, and disconnects, guiding customers through troubleshooting, rate increases, agreement terms, and billing issues while taking payments.

Earlier, I worked as an IRC Coordinator at Perdoceo Education Corporation, speaking with prospective students, screening inquiries with an interactive scripting tool, and warm transferring students to admissions advisors based on their interests and backgrounds.

Experience

Work history, roles, and key accomplishments

Current

Loss Draft Specialist

Current

Assurant

Aug 2023 - Present (2 years 10 months)

Answered customer questions about policies and claims status and ensured policyholder information stayed up to date. Delivered efficient customer service for ongoing inquiries.

Customer Service Call Center Support Accuracy And Data Updates Customer Experience

IRC Coordinator

Perdoceo Education Corporation

Mar 2022 - Jun 2023 (1 year 3 months)

Spoke with prospective students requesting information and used an interactive scripting tool to screen for minimum qualifications. Warm transferred qualified leads to admissions advisors based on student interests and background.

Lead Qualification Interactive Scripting Tools Warm Transfers Communication

Customer Service Representative

AT&T

Oct 2019 - Apr 2023 (3 years 6 months)

Assisted customers with billing and other small tasks while presenting new products to support sales. Achieved sales quotas for new services and participated in weekly training sessions and associate role plays.

Customer Service Billing Support Product Promotion Upselling Sales Quota Phone And Tablet Support Communication

Retention Agent

Comcast

Apr 2017 - Oct 2019 (2 years 6 months)

Handled inbound calls to change, upgrade, add, transfer, or disconnect services and explained rate increases and agreement terms. Resolved billing issues, took payments, provided troubleshooting guidance, and delivered product information to customers.

Customer Retention Billing and Payments Rate And Agreement Explanation Troubleshooting Inbound Calls