Yolanda Gaskin
Columbia
Summary
Professional in customer support with strong background in managing diverse customer inquiries through chat platforms. Known for exceptional communication skills, problem-solving abilities, and adaptability to evolving customer needs. Team-focused with proven track record of collaborating effectively to achieve measurable results. Skilled in multitasking, maintaining composure under pressure, and utilizing various software tools to enhance customer experience.
Overview
8
8
years of professional experience
Work History
Chat Support Specialist
Adecco
Remote
01.2021 - 11.2025
- Implemented feedback from management to continually improve performance metrics within the chat support team.
- Trained new chat support specialists, fostering a supportive work environment that encouraged growth and development.
- Provided constructive suggestions on how to enhance user interface design based on customer feedback received during chat sessions.
- Maintained detailed records of customer interactions, ensuring smooth handoffs between shifts or escalation when necessary.
- Assisted customers in navigating company website features, resulting in improved user experience and customer retention rates.
- Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
- Collaborated with team members to develop best practices for efficient chat communication.
- Managed multiple chat interactions simultaneously, ensuring timely and accurate responses.
- Delivered exceptional service quality with empathetic and attentive communication skills.
Online Customer Service Representative
PNC - National City Bank
Remote
08.2019 - 12.2020
- Maintained a high level of professionalism and composure during challenging interactions, leading to positive outcomes for both the customer and the company.
- Answered live online chats to give quick answers and solve problems faster.
- Assisted clients with product questions to facilitate online ordering process.
- Ensured data privacy compliance when handling sensitive information about customers' accounts or personal details during interactions via email or chat platforms.
- Assisted customers with navigating the company website or online platform for optimal user experience.
- Developed customer service processes to improve customer satisfaction.
Live Chat Operator
U.S. Department of Health & Human Services
Remote
06.2017 - 07.2019
- Investigated and resolved accounting, service and delivery concerns.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Facilitated Medicaid application processes for clients, ensuring compliance with state regulations.
- Reviewed and analyzed client documentation to verify eligibility for benefits efficiently.
- Assisted clients in understanding their rights and responsibilities regarding Medicaid services.
Education
CNA certification -
Midlands Technical College
Columbia, SC10.2022
Diploma - undefined
Lake City High School
Lake City, SC05.2006
Skills
- Claims processing
- Critical thinking
- Claims investigation
- Settlement negotiation
- Risk assessment
- Policy interpretation
- Caseload management
- Report writing
- Database management
- Advanced oral and written communication skills
- Patience and tolerance
- Complaint handling
Timeline
Chat Support Specialist
Adecco
01.2021 - 11.2025
Online Customer Service Representative
PNC - National City Bank
08.2019 - 12.2020
Live Chat Operator
U.S. Department of Health & Human Services
06.2017 - 07.2019
Diploma - undefined
Lake City High School
CNA certification -
Midlands Technical College