Summary
Overview
Work History
Education
Skills
Knowledge And Skills
Timeline
Generic

Yolanda Evans

Wylie

Summary

Results-driven Customer Support Manager with a strong background at Nordstrom, leading initiatives to improve service quality and operational efficiency. Skilled in Zendesk and conflict resolution, implemented a CRM system that achieved a 10% boost in team productivity. Committed to fostering teamwork and delivering exceptional customer service.

Overview

11
11
years of professional experience

Work History

Customer Support Manager

Nordstrom
08.2020 - Current
  • Lead a team of 15 customer support representatives, providing guidance, training, and performance feedback to ensure high levels of customer service and team productivity.
  • Oversee daily operations of the support team, including handling escalated customer issues and ensuring timely resolution.
  • Collaborate with cross-functional teams to improve operational processes and enhance the customer experience.

Customer Support Representative

08.2020 - 09.2021
  • Delivered exceptional customer service by handling inquiries and resolving issues through phone/ computer.
  • Maintained a comprehensive understanding of company products and services to provide accurate and relevant information to customers.
  • Escalated complex issues to higher-level support or management as needed, ensuring timely and effective resolution.
  • Participated in training sessions to stay updated on new products, services, and support tools.
  • Consistently met or exceeded performance targets, including customer satisfaction scores and response time metrics.

Senior Customer Support Representative

Nordstrom Rack
01.2015 - 09.2020
  • Acted as a mentor and resource for junior support representatives, providing guidance on complex issues and best practices.
  • Managed a high volume of customer inquiries, resolving issues promptly and effectively while maintaining a positive customer experience.
  • Assisted in the development of support documentation and resources, improving the knowledge base for both customers and team members.
  • Played a key role in the implementation of a new customer relationship management (CRM) system, resulting in a 10% increase in team efficiency.

Education

Associate - Chemistry

University of Las Vegas
Las Vegas, NV
08.2009

Associate of Science - Chemistry

Collin County Community College
Plano, TX
06-2009

Skills

  • Team leadership
  • Customer service
  • Zendesk expertise
  • Salesforce proficiency
  • Conflict resolution

Knowledge And Skills

  • Team Leadership
  • Customer Services
  • Zendesk / Salesforce
  • Conflict Resolution

Timeline

Customer Support Manager

Nordstrom
08.2020 - Current

Customer Support Representative

08.2020 - 09.2021

Senior Customer Support Representative

Nordstrom Rack
01.2015 - 09.2020

Associate - Chemistry

University of Las Vegas

Associate of Science - Chemistry

Collin County Community College

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