Yolanda Gaines
Murfreesboro,US
Summary
Dynamic customer service professional with extensive experience at SVP Worldwide, excelling in complaint resolution and billing processes. Proven ability to enhance operational efficiency and foster client loyalty through effective communication and problem-solving skills. Adept at data entry and team leadership, consistently delivering exceptional service in high-pressure environments.
Overview
27
27
years of professional experience
Work History
Assistant Office Operations
Ascension St. Thomas Heart, Cardiovascular Surgery
07.2025 - Current
- Streamlined administrative processes to improve office efficiency and response times.
- Coordinated scheduling and logistics for internal meetings and external events.
- Managed correspondence, ensuring timely communication among team members and stakeholders.
- Developed training materials to enhance onboarding procedures for new staff.
- Great patients and visitors, checks patients in and out, and obtain necessary documentation. Verifies and enter demographic information.
- Obtain and verifies insurance authorization/pre-certification, complete medical records release requests and schedule/confirms patients appointments, enter reviews and submits charges for patients procedures and service daily,
- Collect co-payments and reconciles all daily reports and deposits for accuracy, provides general office and clerical support to assigned area,
Receptionist, Front Desk
City Of Murfreesboro-Park & Recreation
10.2019 - Current
- Customer Service, Data Entry, activate passes, concession sales, Direction, Deposits, Cashier, signing in and out clients, Information of Patterson Center, Answer telephones, Delivery messages, Assisting customers & DeEscalation Training.
Administration Assistant- Clerk III, Solid Waste
Rutherford County
12.2016 - 04.2025
- Data Entry, prepay accounts, Monthly Reports, Daily Reports, Daily Activity Report, Daily Billing, Process Timecards, Tire Manifest and Certification, Daily Deposits, Point & Payment Entries, Excel Spreads Sheets, & Weigh in and out vehicles Trucks and quotes, Customer Service, answering telephones and giving information on disposals and cost.
Holiday Clerk Assistant
United States Postal Service
11.2023 - 12.2023
- Assist customers with holiday mail, enhancing service efficiency and satisfaction.
- Coordinate package sorting, ensuring timely delivery during peak season.
- Maintain accurate records, improving operational accuracy and accountability.
- Resolve customer queries, fostering positive community relations.
- Support team in high-volume periods, contributing to seamless postal operations.
- Streamlined package sorting processes, improving delivery efficiency and significantly enhancing customer satisfaction during peak holiday seasons.
Cashier, Customer Service Representative
TJMAXX
06.2015 - 12.2018
- Check customer in and out of line at an expeditious time frame (Cashier).
- Return merchandise back to stock when not purchased.
- Store Recovery.
- Stock floor
Senior Client Service Representative
SVP Worldwide
03.2010 - 12.2016
- Ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
- I check stocks for customer in a timely manner and take Inbound and make Outbound call to clients.
- Explain orders and place orders for clients and give price and availability for product.
- Email and process orders for customers, faxes, Xeroxing orders, online order support, Mass support.
- Event Billing & Credits, Co-op Billing, Kit Billing & Returns, for USA & Canada.
- Switch Board. In 2012 took several courses online, Customer Service, Interpersonal Communication, Being an Effective Team Member, Time Management, Business Writing, and Business Grammar: Punctuation. February 2013 class in BBB Better Business Bureau. 2016 assist Mass Customer Service with inventory updates, processing manual orders, process missing component orders.
Senior Customer Service Representative
Ingram Book Group
04.1999 - 01.2010
- Advanced to increasingly responsible positions, as a Customer Service Rep 1 in 2 years and advanced to Customer Service II and went on from there in 2 years to Sr. Customer Service Rep in 2001.
- In 2002 I trained for Electric Ordering and Order Process that consist of Anthology, EDI, Profiche, Ipage, Poets, PKMS system, Avaya, and IBAS400 software.
- October 2002 finished a course in Total Quality Customer Service.
- September 2003 finished a class in Library Customer Service.
- September 2006 took class for Managing Stress.
- In 2007 took a class in Internet Basics and Basics of Effective Communications.
- In 2007 trained for Bible hotline and Library services.
Education
Certificate - Computerized Office
P.T.C. Career Institute
Chicago, IL07.1991
Certificate - Clerk typing
Dawson Technical Institute
Chicago, IL03.1986
Skills
- Customer service and support
- Data entry and typing
- Billing and order processing
- Complaint resolution
- Team leadership
- Sales operations
- Problem solving
- Communication skills
- Credit management
- Purchasing and procurement
Accomplishments
Outstanding Achievement
Exceptional Customer service
Timeline
Assistant Office Operations
Ascension St. Thomas Heart, Cardiovascular Surgery
07.2025 - Current
Holiday Clerk Assistant
United States Postal Service
11.2023 - 12.2023
Receptionist, Front Desk
City Of Murfreesboro-Park & Recreation
10.2019 - Current
Administration Assistant- Clerk III, Solid Waste
Rutherford County
12.2016 - 04.2025
Cashier, Customer Service Representative
TJMAXX
06.2015 - 12.2018
Senior Client Service Representative
SVP Worldwide
03.2010 - 12.2016
Senior Customer Service Representative
Ingram Book Group
04.1999 - 01.2010
Certificate - Computerized Office
P.T.C. Career Institute
Certificate - Clerk typing
Dawson Technical Institute
References
- Mac Nolen, Williamson County, mac.nolen@williamsoncounty-tn.gov, 6156042461
- Angela Lovett, Lovettak10@gmail.com, 615-812-4208
- Bill Ketron, MTSU, bill.ketron@mtsu.edu, 6158968966
- Steve Sandlin, Real Tracs, ssandlin@realtracs.com, 6154031822
Additional Information - Volunteer Experience
- Volunteered for Meals on Wheels, helped with taking lunch to the elderly and sick, and helping around the house.
- Boulevard Terrace Nursing Home, Volunteered with Prosperity Missionary Baptist Church, singing and praying with the elderly, making gift baskets and assisting with patients.
Best & Highest Salesperson 1995-1997
For 2 years in a row I was the highest quoted person for those years and the most sales for those years.