Strong Leader with over 10 years of experience in the Telecommunications industry. Excellent interpersonal and communication skills with a reputation for resolving problems, improving internal and external customer satisfaction, and driving overall operational improvements. Experience with ensuring the company remains compliant, by paying very close attention to detail and looking to learn more and build the skillset further
Hi, I’m
Yolanda Hodge
Savannah,GA
Summary
Overview
19
years of professional experience
Work History
Town Of Hilton Head Island
911 Public Safety Telecommunicator
01.2023 - 06.2023
Job overview
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Read system maps and caller information, and documented details in system.
- Routed calls to police, fire and ambulance service to meet individual call needs.
GreenDotCorp Bank
Corporate Resolutions
07.2021 - 12.2022
Job overview
- Enter client details and notes into system for interdepartmental access and review.
- Carry out day-to-day duties accurately and efficiently.
- Open, close and update accounts for customers.
- Document transactions and moved, deposited or withdrew money accurately to prevent errors.
- Train and mentor junior banking staff to maximize performance, efficiency and compliance.
- Help clients protect assets through variety of strategies.
- Manage portfolio of accounts and monitored for issues in need of attention.
- Develop tailored solutions to meet individual banking needs.
- Manage escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- Build and strengthen customer relationships by leveraging excellent interpersonal and communication skills.
- Provide customer records, account statements and copies of checks.
- Educate customers on use of banking website and mobile apps.
- Achieve high satisfaction rating through proactive one-call resolutions of customer issues.
- Surpass performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
Hargray Fiber
Business Service Coordinator
09.2019 - 07.2021
Job overview
- Support and promote all company and departmental sales, service and quality initiatives to increase revenue.
- Meet monthly key performance goals for customer satisfaction, quality, productivity, and key performance metrics.
- Serve as primary interface with customer. Ensure contracts are within compliance and validate services with customer to ensure accuracy.
- Utilize tools and best practices as set forth for project management and execution.
- Be constantly mindful of all project sites by ensuring that any changes to project are documented and brought to the attention of the necessary parties so that they can be considered and handled in accordance to standard problems.
- Strive provide all customers with an outstanding customer experience.
- Build, establish and maintain open lines of communication with agents, peers, trainers, managers engineering marketing, and other areas of the company to facilitate problem solving.
Comcast
Customer Care Supervisor
01.2017 - 09.2019
Job overview
- Oversee and supervise the day-to-day operations of complex customer support operation functions for the phone, internet and cable Technical Support group.
- Conduct training and team meetings
- Evaluate performance
- Recruit, interview and select employees
- Review data/information to identify issues that require special attention.
- Record information, updating paperwork, or maintaining documents, such as employee attendance records, correspondence, or other material.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints.
Comcast
Interim Supervisor, Customer Service Strategy and
01.2016 - 01.2017
Job overview
- Comply, distribute, and analyze, daily, weekly and monthly performance reports regarding service levels, corporate regulatory and legal complaints received and resolved by my agents.
- Research to identify problems with workflow and document findings to correct issues.
- Use computers for various applications, such as database management or word processing.
- Review the investigation and final finding prior to a representative notifying the BBB, FCC and Legal.
Comcast
Service Recovery Specialist, Corporate Escalations
01.2013 - 01.2016
Job overview
- Perform new methods and techniques for operational improvement.
- Research and identify problems with workflow and documents findings to correct issues.
- Review work processes and recommend improvements.
- Investigate and resolve customer complaints received from the corporate office, FCC, BBB and legal. Also, draft a letter advising of the final resolution to have sent to BBB and FCC.
- Comply, distribute, and analyze, daily, weekly and monthly performance reports.
First Data
Merchant Specialist
03.2009 - 12.2012
Job overview
- Determine charges for services requested, collect deposits or payments, or arrange billing.
- Check to ensure that appropriate changes were made to resolve customers problems.
- Resolve customers service or billing complaints by performing activities such as refunding money or adjusting bills.
SITEL
Supervisor
02.2004 - 03.2009
Job overview
- Hire and train employees, and evaluate their performance.
- Prepare employee work schedules
- Maintain knowledge of, comply with, and enforce all institutional policies, rules, procedures and regulations.
- Recruit, interview and select employees
- Discuss job performance opportunities with employees to identify causes and issues and to work on resolving problems.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints.
- Review information to identify issues that require special attention.
Education
Northwest High School Omaha, NE
High School Diploma
05.2002
University Overview
Nebraska College Of Business Omaha, NE
Some College (No Degree)
University Overview
Skills
- Customer Service
- Sales
- Relationship Building
- Time Management
- Detail Oriented
- Training Representatives
- Recruiting Talent
- Inspirational leader
- Developing others
- Problem Solving
- Client Relationships
- Administration and Reporting
- Customer Account Management
- Performance Tracking and Evaluations
- Upselling Products and Services
- High-Volume Environments
- Customer Care
- Promoting Brand and Company Identity
- Complex Product Knowledge
- Document and Records Management
- Employee Engagement
- Map reading skills
- Information intake
- Police and fire procedures
- Critical Thinking
- Attention to Detail
Timeline
911 Public Safety Telecommunicator
Town Of Hilton Head Island
01.2023 - 06.2023
Corporate Resolutions
GreenDotCorp Bank
07.2021 - 12.2022
Business Service Coordinator
Hargray Fiber
09.2019 - 07.2021
Customer Care Supervisor
Comcast
01.2017 - 09.2019
Interim Supervisor, Customer Service Strategy and
Comcast
01.2016 - 01.2017
Service Recovery Specialist, Corporate Escalations
Comcast
01.2013 - 01.2016
Merchant Specialist
First Data
03.2009 - 12.2012
Supervisor
SITEL
02.2004 - 03.2009
Northwest High School
High School Diploma
Nebraska College Of Business
Some College (No Degree)
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