Yolanda Gaines
Murfreesboro,TN
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
1
1
Certification
Work History
Assistant Office Operations
Ascension St. Thomas Heart, Cardiovascular Surgery
1840 Medical Center Pkwy Ste 405 Murfreesboro TN.
07.2025 - Current
- Streamlined administrative processes, enhancing office efficiency and reducing response times.
- Coordinated scheduling and logistics for internal meetings and external events.
- Managed correspondence to facilitate timely communication among team members and stakeholders.
- Collect co-payments and reconciles all daily reports and deposits for accuracy, provides general office and clerical support to assigned area,
- 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,
- Developed training materials to enhance onboarding procedures for new staff.
Receptionist, Front Desk
City Of Murfreesboro-Park & Recreation
521 Dr. Martin Luther King Blvd Murfreesboro, TN
09.2019 - 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.
- Greeted visitors and directed them to appropriate staff or services.
- Managed incoming phone calls and provided information to callers efficiently.
- Scheduled appointments for community programs and events effectively.
Administration Assistant- Clerk III, Solid Waste
Rutherford County
6000 Landfill Rd Murfreesboro, TN 37130
11.2016 - 03.2025
- 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.
- Managed office supplies inventory and requisition processes for efficient operations.
- Coordinated schedules and meetings, ensuring timely communication among team members.
- Assisted in preparing reports and documentation for various administrative functions.
Holiday Clerk Assistant
United States Postal Service
2255 Memorial Blvd. Murfreesboro, TN 37129
10.2023 - 12.2023
- Streamlined package sorting processes, improving delivery efficiency and significantly enhancing customer satisfaction during peak holiday seasons.
- Coordinate package sorting, ensuring timely delivery during peak season.
- Assisted customers with holiday mail, improving service efficiency and customer satisfaction.
- Resolved customer queries, strengthening positive community relations.
- Supported team during high-volume periods, ensuring seamless postal operations.
- Maintain accurate records, improving operational accuracy and accountability.
Senior Client Service Representative
SVP Worldwide
1210 Heil Quaker Blvd LaVergne, TN 37086
02.2010 - 11.2016
- Ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
- Explained and processed client orders while providing pricing and product availability information.
- Processed customer orders via email, fax, and online support, ensuring accurate documentation and mass support coordination.
- Checked stock availability for customers and managed inbound and outbound calls to ensure timely service.
- Managed billing processes for event credits, co-op billing, and kit returns across USA and 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.
- Led client onboarding processes, ensuring seamless transitions and high satisfaction levels.
- Mentored junior representatives, enhancing team performance and service delivery standards.
- Implemented process improvements that streamlined workflows and reduced response times.
- Managed escalated issues, ensuring timely resolutions while maintaining strong client relationships.
- Cultivated strong relationships with clients through regular communication and attentive listening.
- Developed rapport with key accounts through proactive check-ins, fostering loyalty and long-term partnerships.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Senior Customer Service Representative
Ingram Book Group
One Ingram Blvd, LaVergne, TN. 37086
03.1999 - 01.2010
- Promoted to Customer Service II and then to Sr. Customer Service Rep in 2001.
- Trained in electric ordering and order processing, including Anthology, EDI, Profiche, Ipage, Poets, PKMS, Avaya, and IBAS400 software.
- Completed course in total quality customer service to improve service delivery.
- 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.
- Completed training for Bible hotline and library services to improve customer support capabilities.
Education
Certificate - Computerized Office
P.T.C. Career Institute
Chicago, IL06-1991
Certificate - Clerk typing
Dawson Technical Institute
Chicago, IL01.1986
Skills
- Office administration
- Scheduling coordination
- Data entry
- Customer support
- Customer service
- Complaint resolution
- Logistics support
- Inventory management
- Problem solving
- Attention to detail
- Effective comms
- Communication skills
- Team leadership
- Recordkeeping
- Problem-solving
- Administrative duties
- Administrative tasks
- Administrative support
- Operations support
- Spreadsheet software
- Types [number] wpm
- Clerical task proficiency
- Multitasking
Accomplishments
Outstanding Achievement
Exceptional Customer service
Certification
- Clerk Typing, Computerized Office, Business Math, Business English, Problem Solving, Human Behavior, Training - One year
Timeline
Assistant Office Operations
Ascension St. Thomas Heart, Cardiovascular Surgery
07.2025 - Current
Holiday Clerk Assistant
United States Postal Service
10.2023 - 12.2023
Receptionist, Front Desk
City Of Murfreesboro-Park & Recreation
09.2019 - Current
Administration Assistant- Clerk III, Solid Waste
Rutherford County
11.2016 - 03.2025
Senior Client Service Representative
SVP Worldwide
02.2010 - 11.2016
Senior Customer Service Representative
Ingram Book Group
03.1999 - 01.2010
Certificate - Computerized Office
P.T.C. Career Institute
Certificate - Clerk typing
Dawson Technical Institute
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.
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.
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