Summary
Overview
Work History
Education
Skills
Websites
Technologytools
Community Service
Professional Highlights
Timeline
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Yolanda Channell

Atlanta,GA

Summary

Trustworthy and reliable Customer Success Manager with a customer-oriented approach to expedite issue resolution and escalation for proper support throughout the customer lifecycle. Utilizes a transformational leadership style to empower team members through tailored training and educational materials, fostering a collaborative and supportive environment that maximizes motivation. Ensures moral decision-making through open dialogue and collaboration, resulting in enhanced client relations and improved success and account management.

Overview

15
15
years of professional experience

Work History

Event Data Management Expert

StubHub
09.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Conducted extensive event research, ensuring complete, up-to-date data on event details and venue layouts to support informed purchasing decisions.
  • Led cross-functional collaborations with product, marketing, and customer service teams to create seamless catalog experiences aligned with customer needs by coordinating site updates.
  • Achieved a catalog management error rate of only 2.9%, maintaining 97%+ data accuracy and reliability across a complex, high-volume event database to enhance user trust and satisfaction.

Beneficiary Services Case Manager

E*TRADE
01.2021 - 09.2024
  • Achieved high client satisfaction by providing guidance, education, and information to re-register assets upon the death of an account holder
  • Collaborated with legal, tax, retirement, maintenance and estate operations, principal review, and new account partners to expedite estate case resolution
  • Trained new employees via new training materials and coaching regarding estate case opening, processing, and resolution, enhancing productivity and administrative support for leadership
  • Developed templates for sending emails to clients and edited training materials to streamline processes
  • Ensured proper customer communication regarding requirements via telephone, email, and secure messaging

Pro Customer Support Coordinator

Home Depot
01.2020 - 01.2021
  • Supported 1.5M Pro customers via professional customer service, exceeding company standards and client expectations, resulting in high satisfaction through a seamless customer experience
  • Optimized contact pipelines via phone, email, chat, and SMS messaging to expedite inquiry and issue resolution
  • Supported sales personnel placing orders, providing quotes, and service and maintenance requests

Digital Customer Engagement Center Manager

Delta Air Lines, Inc.
01.2010 - 01.2020
  • Supported external customers via a public forum for contacting Delta on Twitter and Facebook, resulting in tailored responses to customer questions, concerns, or travel ideas to achieve high satisfaction
  • Educated customers on policies, procedures, and irregular operations to ensure positive interactions
  • Minimized potential damage by assisting clients via private channels, communicating urgent operational issues across divisions, and notifying corporate communications of potential threats and social media issues
  • Managed employees by training agents regarding flight navigation and jetway operations, scheduling agents’ tasks, breaks, and lunches, and planning events for employees across cities by contacting vendors

Education

Associate Degree - Fashion Merchandising

Bauder College
Atlanta, GA

Skills

  • Client Relations
  • Customer Lifecycle
  • Customer Onboarding
  • Strategic Development
  • Use Case Development
  • Presentation Preparation
  • Relationship-Building
  • Account Management
  • Project Management
  • Customer Success
  • Product Adoption
  • Added Value
  • Stakeholder Relations
  • Insight Generation
  • Data Analysis
  • Time Management
  • Multitasking
  • Computer Skills
  • Excellent Communication
  • Organizational Skills
  • Attention to Detail
  • Dependable and Responsible
  • Microsoft Office
  • Data Entry
  • Critical Thinking
  • Customer Relations

Technologytools

  • Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Publisher)
  • Salesforce
  • CRM

Community Service

  • United Way – Put Together Hygiene Bags for the Homeless
  • Kaboom! – Built a Playground at YMCA

Professional Highlights

  • Earned nomination for Delta Air Lines Chairman Club, 2014
  • Earned nomination for Delta Air Lines Chairman Club, 2015
  • Received the E
  • TRADE Customer Service of the Week award, 3
  • Acted as a Top 10 Employee at Delta Air Lines, Inc., as evidenced by a Performance Survey

Timeline

Event Data Management Expert

StubHub
09.2024 - Current

Beneficiary Services Case Manager

E*TRADE
01.2021 - 09.2024

Pro Customer Support Coordinator

Home Depot
01.2020 - 01.2021

Digital Customer Engagement Center Manager

Delta Air Lines, Inc.
01.2010 - 01.2020

Associate Degree - Fashion Merchandising

Bauder College

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Yolanda Channell