YOLANDA BARKER

Executed data entry and administrative tasks for leading manufacturing client in fully remote environment, consistently meeting all established processing requirements.

Account Management and Updates

• Job Reviews and Data Validation: Completed job reviews in Salesforce for residing projects, verifying eligibility and invoices while resolving incomplete or missing product data discrepancies.
• CRM Record Optimization: Updated 70+ contractor accounts with Google Business Profile links and Birdeye License IDs, eliminated data gaps, and met reporting requirements.
• Deadline Compliance Outreach: Initiated outbound courtesy calls via Five9 to contractors, reminding them to log all completed 2025 jobs before deadline to maintain benefits.

Oversaw daily operations and supervised up to seven clerks, prioritizing tasks and multitasking to ensure efficient workflows while upholding accuracy and confidentiality of sensitive information. Delivered exceptional customer service using Polaris Leap for circulation processes and Microsoft Office for files.

Database Records Maintenance and Quality Control

• Data Entry Operations: Performed continuous data entry, including registering 7+ new patrons monthly, processing 100+ library card applications annually, and merging duplicate accounts.
• Data Verification and Item Fulfillment: Attained over 97%-100% through self-review or team edits to minimize errors and conducted database searches to fulfill patrons’ hold requests for item pickup.

Workplace Organization and Staff Engagement

• Recruitment Facilitation: Coordinated and conducted interviews, notifying staff via phone and email, and assisting with candidate selection decisions.
• Staff Training and Documentation: Produced clear, step-by-step guides for routine tasks, accelerated learning of procedures for existing and new staff, and reduced training time by 10–25%.
• Employee Relations: Facilitated communication between staff and human resources, fostered positive work relations, and addressed policy inquiries.

Technical Support

• Issue Resolution: Resolved approximately 94% of computer and printer issues through basic troubleshooting, escalating remaining cases via ServiceNow with thorough tracking and follow-up.
• Attendance Tracking and Timekeeping: Operated automated timekeeping system to track and edit staff time and attendance, ensuring accurate payroll processing.
• Digital Solutions: Guided users in navigating library apps, boosting digital literacy and confidence.

Financial Management

• Payment Operations: Collected and reconciled payments, analyzed and resolved discrepancies using financial records and cash register logs, and upheld financial performance above 95%.
• Cash Administration: Administered secure cash handling, organized funds for pickups, and prepared and submitted weekly and monthly financial reports for Finance review.

Team Coordination and Operational Reporting

• Scheduling and Updates: Prepared and uploaded staff schedules, meeting notes, and updates via SharePoint, improving communication by 10%.
• Information Sharing: Spearheaded research and created operational reports with statistical tables, enabling data-driven management decisions.

Customer Engagement and Service Quality

• Public Interaction: Handled 2,800+ interactions via phone, email, and in-person and collaborated with staff during 35,000+ interactions in 2022 and 2023, with peak yearly interactions over 23,000.

Led Night-Page Pool initiatives across six departments, developing workflows and supervising up to eight Library Pages and one assistant. Earned 2009 Outstanding Service Award nomination with team and team recognition event; transitioned to Circulation Department in 2010 to assist with operations.

Operational Efficiency and Service Delivery

• Process Optimization: Enhanced processes through staff training and goal alignment, driving 15% higher task completion and 70% backlog reduction within months despite staffing constraints.
• Customer Inquiry and Payment Resolution: Assisted 3,500+ inquiries annually, ensuring secure data entry and resolving payment issues to uphold policy observance and satisfaction.