Yolanda Jenkins
Baltimore,Maryland
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Telecommunications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Home Health Care Aide
Self Employed Services
01.2020 - 12.2021
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces and purchasing supplies.
- Assisted patient with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Encouraged patient to participate in safe physical activity to help boost mood and improve overall wellness.
- Helped patient safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Cooked tasty, nourishing meals for patient to promote better nutrition.
Customer Service Representative
Easy Rest Adjustable Beds
09.2018 - 01.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Live-In Caregiver
Self Employed Services
03.2015 - 10.2017
- Assisted patients with bathing, grooming, dressing and oral hygiene care both in private residences and facilities.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted with daily living activities, running errands and household chores.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Transported clients to and from medical appointments with safety and efficiency.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Handled incoming mail, bills and invoices and completed appropriate actions.
Data Entry Clerk
Adecco Staffing Agency
11.2016 - 01.2017
- Completed data entry tasks with accuracy and efficiency.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Added documents to file records and created new records to support filing needs.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Maintained ongoing communication with relevant departments to confirm accurate data delivery.
- Interacted with patients by phone, email or in-person to confirm appointment information.
- Informed and supported business leaders through constant communication and administrative support duties.
Customer Service Representative
MCI Telecommunications
05.2010 - 06.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Processed customer adjustments to maintain financial accounts.
- Recommended products to customers, thoroughly explaining details.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming positive experiences.
- Followed-through on all critical Inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
Assistant Store Manager
Popeyes
05.2006 - 05.2009
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Rotated merchandise and displays to feature new products and promotions.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
Education
Diploma -
Howard High School
Ellicott City, MD05.1984
Skills
- Mobility Support
- Medical Reminders
- Patient Toileting
- Ambulating Patients
- Social Interaction
- Microsoft Word
- Account Management
- Microsoft Excel
- Microsoft PowerPoint
- Customer Relations
- Clerical Support
- Professional Telephone Demeanor
- Call Center Operations
- Managing Multiple Tasks
- Conflict Resolution
- Sales and Upselling
- Customer Service
- Typing Proficiency
- Prioritization
- 10-Key
Timeline
Home Health Care Aide
Self Employed Services
01.2020 - 12.2021
Customer Service Representative
Easy Rest Adjustable Beds
09.2018 - 01.2019
Data Entry Clerk
Adecco Staffing Agency
11.2016 - 01.2017
Live-In Caregiver
Self Employed Services
03.2015 - 10.2017
Customer Service Representative
MCI Telecommunications
05.2010 - 06.2012
Assistant Store Manager
Popeyes
05.2006 - 05.2009
Diploma -
Howard High School
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