YOLANDA GARCIA
Peoria,AZ
Summary
Bilingual in English/Spanish, both written and verbal forms. Well-versed in working with the general public via telephone and in person. Experienced in switchboard operations, customer service, computer word processing, and database management. Accustomed to working on multiple projects, under deadlines and in fast-paced environments. Detail-oriented and personable. Ability to identify, analyze and resolve conflicts and barriers for internal and external customers.
Resourceful Customer Service Lead known for high productivity and efficient task completion. Specialize in conflict resolution, customer relationship management, and process improvement. Excel in communication, empathy, and problem-solving to enhance customer satisfaction and team performance. Team management and supervisory experience.
Overview
19
19
years of professional experience
Work History
Customer Service Lead
Department of Economic Security
Arizona
02.2018 - Current
- Returned to lead duties in June 2024, which include, but are not limited to, training and coaching call center agents.
- Currently training incoming Customer Service Agents for payment, employer, enforcement, and intergovernmental calls.
- Troubleshoot difficult, complex cases for customer resolution.
- Complete assignments and projects to meet the daily objectives, performance measures, and goals of the agency.
- Provide support to the Unit Supervisor, as well as other staff members within the unit.
Customer Service Supervisor (Special Assignment)
Department of Economic Security
Arizona
10.2022 - 06.2024
- Most recent Special Assignment was during the formation and implementation of the AZCares system
- Performed one-on-one monthly meetings with call center agents, generated end-of-month reports and agent stats, including metric updates and reviews, attended supervisor huddles and problem-solving meetings, and had active involvement in day-to-day call center functions.
- Assisted and resolved elevated phone calls for DCSS customers.
- Coached and mentored call center agents as necessary.
- Monitored and evaluated agent performance and productivity for the annual AZ Performs review processes.
Early Intervention Officer II
Department of Economic Security
Arizona
03.2016 - 02.2018
- Generate monthly spreadsheets that include cases for assignment for a five-member team.
- Research and examine case files, internal and external data systems, to obtain legal documentation and court orders.
- Contact clientele face-to-face and over the phone to discuss case inquiries.
- Attend weekly court hearings to establish contact with parties, in efforts to build productive and successful communication with the Department of Economic Security.
Debt Officer II
Department of Economic Security
Arizona
02.2013 - 02.2016
- Consult with DES legal counsel for the interpretation of documentation to ensure that the data is entered correctly, and appropriate actions are taken on cases submitted to DES.
- Contact DES clients and other governmental agencies to obtain the necessary information to maintain accurate reporting.
- Organize and prioritize work assignments based on the Division's federal performance measures to meet short deadlines resulting from high-level requests.
- Confer with the supervisor to discuss work processes, problems, plans, and instructions.
Office Coordinator
Phoenix College
Phoenix, Arizona
04.2006 - 12.2012
- Company Overview: A Maricopa Community College District institution.
- Provided secretarial duties for the Department Chair, six full-time counselors, and 18 faculty members.
- Duties included compiling information, creating letters, reports, spreadsheets, databases, promotional materials, and department reports.
- Maintained department files and records.
- Coordinated and scheduled multiple activities and events, including daily appointments, and maintained daily contact with college personnel, students, community agencies, and vendors.
- Worked independently in a fast-paced environment while working on multiple projects, with frequent interruptions.
- Tracked and monitored budget expenditures, orders, and maintained student assessments and office supplies.
- Supervised, organized, trained, and monitored the daily operations of the front office staff, consisting of two part-time employees and four federal student aid workers.
- A Maricopa Community College District institution.
Education
Associate of Arts Degree -
Phoenix Community College
08.2007
Skills
- Interpersonal communications
- Team training and development
- Customer complaint resolution
- Call center experience
- Department operations
- Call flow maximization
- Supervision, scheduling, and staffing oversight
- Customer service excellence
- Customer relations
- Quality assurance
- Business writing
- Email etiquette
- Research and analysis
- Payment processing
- Account management
- CRM software
- Telephone etiquette
- Training material updates
- Status updates
- Billing arrangements
- Interdepartmental communication
- Administrative duties
- Client engagement
- Inquiry requests
- Conflict resolution
Languages
- English
- Spanish
Timeline
Customer Service Supervisor (Special Assignment)
Department of Economic Security
10.2022 - 06.2024
Customer Service Lead
Department of Economic Security
02.2018 - Current
Early Intervention Officer II
Department of Economic Security
03.2016 - 02.2018
Debt Officer II
Department of Economic Security
02.2013 - 02.2016
Office Coordinator
Phoenix College
04.2006 - 12.2012
Associate of Arts Degree -
Phoenix Community College
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