Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

YASMINE BANDA

Dumfries,VA

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Emergency Response Call Center Agent

FEMA
03.2023 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
  • Addressed customer account discrepancies and concerns.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.

Tape Operator

Kyndryl - MEDSTAR
03.2023 - Current
  • Managed secure transportation of magnetic media to and from a remote vault location, Iron Mountain, ensuring the confidentiality and integrity of client data crucial for system/application restores and disaster recovery events.
  • Performed precise, process-driven tasks to maintain meticulous oversight and governance of media, adhering to strict compliance and security protocols.
  • Demonstrated exceptional attention to detail and an unwavering commitment to following instructions to guarantee the safety and accessibility of critical data assets.
  • Contributed to maintaining and enhancing operational efficiency in a dynamic, deadline-driven environment.

IT Support Specialist

Smart Think, Inc.
06.2022 - 02.2023
  • Used ticketing systems to manage and process support actions and requests.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.

HR Assistant /Recruiter

Ameritrans Express, LLC
12.2021 - 06.2022
  • Pre-screened applicants and scheduled interviews with appropriate team members if needed.
  • Communicated with applicants across various stages of hiring process.
  • Supported hiring process by scheduling interviews, conducting reference checks and completing various paperwork.
  • Maintained and organized electronic files for applicants and tracked feedback created throughout interview process.
  • Assisted with background checks and verification of licenses.
  • Presented excellent first impression of company at interview and recruiting events.
  • Created and wrote job postings for vacant positions on websites.
  • Handled verification of employment and other routine employee requests.
  • Reviewed applications for experience and fit with posted positions.

Legal Secretary

Walsh Colucci Lubeley & Walsh
08.2020 - 12.2021
  • Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
  • Organized files for court proceedings.
  • Filed documents with courts on behalf of attorney.
  • Received and placed telephone calls to clients and prospective clients.
  • Scheduled all appointments, appearances and briefings.
  • Diligently edited legal correspondence for grammar and spelling.

Data Entry Operator

Net America
07.2019 - 07.2020
  • Completed data entry tasks with accuracy and efficiency.
  • Maintained files, records and chronologies of entry activities.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Verified data files prior to entry to maintain high data accuracy.
  • Produced monthly reports with advanced Excel spreadsheet functions.

Administrative Assistant

Ameritrans Express, LLC
01.2016 - 07.2020
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Created and maintained databases to track and record customer data.

Education

High School Diploma -

Potomac High School
Dumfries, VA
06.2016

Skills

  • System Documentation
  • Appointment Setting
  • Customer Communications
  • Call Center Operations
  • Customer Education
  • Technical Support
  • Data Entry
  • CRM Software

Certification

Google IT Support Professional Certificate

Timeline

Emergency Response Call Center Agent

FEMA
03.2023 - Current

Tape Operator

Kyndryl - MEDSTAR
03.2023 - Current

IT Support Specialist

Smart Think, Inc.
06.2022 - 02.2023

HR Assistant /Recruiter

Ameritrans Express, LLC
12.2021 - 06.2022

Legal Secretary

Walsh Colucci Lubeley & Walsh
08.2020 - 12.2021

Data Entry Operator

Net America
07.2019 - 07.2020

Administrative Assistant

Ameritrans Express, LLC
01.2016 - 07.2020

High School Diploma -

Potomac High School

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