Ciara Yates

Background

About Ciara Yates

I am a diligent, analytical, innovative and trusting individual, with a comprehensive background in customer service, leadership and management. I have been able to achieve and exceed established metrics through proper development, and influence of employees throughout an organization. I am able to produce effective and efficient employees that exceed company standards, through consistent coaching, mentoring and feedback. I ensure that I can improve customer satisfaction by creating standard operating procedures that enhance the customer experience with soft skills, critical thinking and building moral throughout the workforce environment. I will decrease idle time and increase KPIs to ensure SOWs are met, while also enhancing the employees motivation and buy-in. I have 10 years of experience in customer service, with 6 years of experience focused in call centers. Excellent in verbal and written communication via emails, Instant Message, and phone. Member of the Center of Leadership Development! Summer Scholar Program Skills include: Dental terminology, benefit and claim processing for insurance, tracking adherence for attendance and service level agreements. Creating action plans, standard operating procedures, professional improvement plans and quality control. Manage a team of 15 plus CSRs