Yolanda Gooden
Chicago,IL
Summary
Experienced supervisor bringing over 10 years years of quality performance in customer support and supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Security Supervisor
Allied Universal Security Services
05.2022 - Current
- Improved employee safety by conducting regular training sessions on emergency procedures and proper use of security equipment.
- Maintained a secure environment for employees and visitors by enforcing access control policies and visitor management procedures.
- Managed a team of security officers, providing guidance, support, and performance evaluations to ensure a high level of professionalism.
Call Center Specialist
Nan McKay Associates
10.2018 - 05.2022
- Exceeded performance targets with diligent monitoring of calls and providing constructive feedback to team members.
- Collaborated with cross-functional teams to resolve escalated issues swiftly, resulting in improved client relationships and loyalty.
- Managed high call volume while maintaining professional composure under pressure, ensuring positive customer interactions.
Customer Service Representative
JMC Global
05.2016 - 10.2018
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Education
Master of Science - Psychology
University of Phoenix
Tempe, AZ05.2013
Bachelor of Arts - Psychology
St. Xavier University
Chicago, IL05.2000
High School Diploma -
Manly High School
Chicago, IL05.1982
Skills
- Complaint Handling & Resolution
- Communication Proficiency
- Strong Interpersonal Skills
- Team building & Training
- Public Speaking
- Creative Team Leadership
- Suicide prevention
- Federal & State Policies
- Strategy Planning
- Compliance Management
Certification
CNA License 1984- Current
CPR Certified
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Security Supervisor
Allied Universal Security Services
05.2022 - Current
Call Center Specialist
Nan McKay Associates
10.2018 - 05.2022
Customer Service Representative
JMC Global
05.2016 - 10.2018
Master of Science - Psychology
University of Phoenix
Bachelor of Arts - Psychology
St. Xavier University
High School Diploma -
Manly High School
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