Summary
Overview
Work History
Education
Skills
Timeline
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Ylonda Sherrod

Ylonda Sherrod

Gulfport,MS

Summary

Accomplished executive with a proven track record at AT&T Mobility, adept in customer service and problem-solving. Spearheaded initiatives that significantly enhanced customer loyalty and operational efficiency. Excelled in active listening and critical thinking, leading to improved employee engagement and a notable increase in sales growth.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

AT&T Mobility
04.2006 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Labor Union Executive Vice President

AT&T Mobility
04.2006 - Current
  • Achieved company growth by implementing strategic initiatives and fostering collaboration across departments.
  • Managed risk effectively by implementing robust policies and procedures designed to mitigate potential threats to the business.
  • Led cross-functional teams in executing large-scale projects on time and within budget constraints, contributing to overall company success.
  • Provided executive leadership during mergers and acquisitions, ensuring seamless integration while maintaining operational excellence.
  • Spearheaded organizational change management efforts, leading to enhanced employee engagement and productivity.

Education

Human Resources Management

Western Governors University
Salt Lake City, UT

High School Diploma -

Pascagoula High School
Pascagoula, MS
04.2003

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Problem Resolution

Timeline

Customer Service Representative

AT&T Mobility
04.2006 - Current

Labor Union Executive Vice President

AT&T Mobility
04.2006 - Current

Human Resources Management

Western Governors University

High School Diploma -

Pascagoula High School

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Ylonda Sherrod