Yolanda Barker

Provided fully remote administrative functions for James Hardie, a leading manufacturing client, utilizing multiple screens and systems. Held active contract with LaSalle Network; remain available for additional remote assignments.

Quality Control and Updates

• Reviews and Validation: Completed job reviews in Salesforce CRM; verified contractor-logged jobs and invoices against defined requirements; standardized product entries and modified 75+ accounts.
• Outbound Outreach: Executed 90+ Five9 calls and 300+ emails in under two weeks to prompt contractor job logging and update contact information; logged calls in Salesforce CRM.
• CRM Enrichment: Integrated Google Business Profile links and Birdeye License IDs in 70+ contractor accounts, eliminating gaps.

Pivoted to remote roles to meet accessibility needs, reinforcing adaptability in structured digital environments.

Applied Contributions and Initiatives

• Professional Development: Refined resumes and cover letters for individuals, enhancing clarity and organization; evaluated industry trends and drafted two job search and technology-focused frameworks.
• Resource Analysis: Synthesized relevant resources to inform family decision-making and guide next steps.

Selected to direct daily operations and supervise a team of up to seven clerks, multitasking through overlapping functions. Used Polaris Leap for record access, transactions, and cataloging activities and Microsoft Office for file organization.

Customer Experience (EX)

• Public Interaction: Addressed inquiries from diverse populations across 2,800+ annual phone, email, and in-person channels; collaborated on circulation of 23,000+ materials yearly, exceeding 35,000 during peak periods.
• De-escalation Handling: Redirected frustration via calm guidance and actionable next steps, defusing disputes.
• Relationship Continuity: Forged connections with regular visitors, including core group of older adults, driving repeat visits while cultivating rapport.
• Service Satisfaction: Composed and distributed customer service etiquette correspondence to staff, contributing to fewer complaints.

Database Administration and Maintenance

• Record Entry and Verification: Administered data entry in multiple systems; processed 100+ library cards annually, registering 60+ new individuals; retained high accuracy through self-review.

Personnel Functions

• Timekeeping Procedure: Operated automated timekeeping system to track and edit staff time and attendance; confirmed hours for accurate payroll records.
• Recruitment Facilitation: Coordinated and conducted 16+ interviews; sustained candidate communication throughout hiring cycle; contributed to selection decisions; enabled onboarding and employee transitions.

Financial Controls and Accountability

• Payment Handling: Collected payments and balanced cash drawer; audited cross-platform transactions and cash activity to remediate discrepancies ahead of reconciliation, achieving reliable financial precision.
• Cash Administration: Secured funds and arranged armored transit pickups; compiled and submitted weekly and monthly cash sheets and reports for Finance review.

Technology and Digital Assistance

• Issue Resolution: Diagnosed computer, printer, login, and network connectivity issues; reset passwords and restored access; documented incidents and tracked escalations in ServiceNow, resolving most disruptions directly.
• Digital Application Enablement: Instructed users on configuring device settings to install and navigate library applications, lowering technical barriers and advancing independent usage.

Content Development and Distribution

• Knowledge-Based Resources: Expanded access to information; authored print-friendly how-to guide optimizing online eBook setup instructions and assembled directory of nearby amenities for visitors.
• Step‑by‑Step Instructions: Designed guides for staff covering operational and situational procedures, accelerating onboarding and reducing repeat explanations.
• Scheduling, Research, and Reporting: Spearheaded research and data compilation for reports to management, incorporating statistics; prepared schedules and meeting notes; increased visibility by uploading files to SharePoint.

Directed Night-Page Pool initiatives and training in six departments, supervising up to eight Library Pages and one assistant; earned team nomination for Outstanding Service Award and recognition at dedicated achievement event.

Performance and Efficiency

• Workflow Improvement: Analyzed assignment distribution and realigned task allocation using output trends; boosted productivity and cut backlog by over 70% in months despite staffing constraints.
• High-Volume Service Delivery: Facilitated 3,500+ annual public interactions, including materials checkout, application intake, and payment transactions, preserving uninterrupted flow.