Yolanda McReynolds

• Operated machinery and equipment to produce high-quality products efficiently.
• Improved workflow by maintaining clean and organized workspaces.
• Ensured consistency in production with diligent monitoring of equipment settings.
• Inspected finished products, identifying defects to maintain quality standards.
• Prepared materials and tools to optimize production readiness.
• Improved production output by adhering to established guidelines and procedures.
• Organized work to meet demanding production goals.
• Participated in training sessions to enhance skills and knowledge.
• Performed general equipment maintenance and repair to minimize downtime.
• Prepared reports and technical documentation of day-to-day production processes.
• Investigated processing errors and malfunctions, resolving issues with minor machine repairs.

• Processed applications to determine eligibility for assistance programs.
• Conducted interviews with applicants to gather necessary information for processing claims.
• Verified documentation provided by applicants, ensuring compliance with program requirements.
• Assisted clients with understanding eligibility requirements by providing clear and concise explanations.
• Processed client information to streamline eligibility determination.
• Assisted with development of training materials for eligibility assessment procedures.
• Conducted research on policy changes to keep eligibility determinations up-to-date.
• Monitored changes in client status to update eligibility records promptly.
• Improved communication with clients by implementing feedback from surveys.
• Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
• • I also just completed working a special project with AZ. Unemployment office as a ASA Validator.
  • I Analyzed claimant and other applicant requests for appeals from adverse Department determinations
  • Create complete and accurate electronic case files for Administrative Law
  Judges to conduct administrative hearings and for Appeals Board review
  • Docket and download electronic case files into ASA's case management
  system (APS)
  • Route electronic case files to the Scheduling queues for hearings to be
  assigned to ALJs and scheduled for hearings
  • Create hearing documents to be mailed to interested parties in the appeal
  • Verify jurisdiction and timeliness of appeals
  • Select and determine accuracy of exhibits for electronic case files
  • Assist ALJs with legal and multiple agency database research.

• Resolved customer inquiries to enhance satisfaction and retention.
• Improved communication by actively listening to customer concerns.
• Assisted customers with billing questions, resulting in better understanding of charges.
• Facilitated product returns and exchanges, ensuring smooth transactions for customers.
• Addressed complaints promptly for positive resolution and customer retention.
• Managed customer accounts to streamline service and improve satisfaction.
• Reduced response times by efficiently managing call queues.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved escalated issues to restore customer trust and satisfaction.

• Interviewed residents in assigned areas to explain purpose of Census, ask questions and record answers.
• Met with supervisor to review procedures, report issues or concerns and receive instructions.
• Maintained strict confidentiality with sensitive personal information, ensuring compliance with federal regulations.
• Utilized strong communication skills for navigating language barriers and cultural differences among respondents.
• Improved data accuracy by diligently collecting and recording census information from households.
• Communicated with Census takers via phone to answer questions and expedite process.
• Coded data from participant interviews.
• Provided exceptional customer service when interacting with respondents, fostering positive relationships between citizens and government agencies.
• Completed surveys by rechecking contact information before ending each call.

• Provide excellent customer service by captioning exactly what is being said without any variation.

Caption Call performs captioning communication

services that are regulated by the Federal Communications Commission.

• Provide excellent customer service by dictating/captioning a variety of conversational topics verbatim. • These regulations include requirements on answer times, prohibit hang-up, mandate absolute confidentiality

• Maintain a high level of dictation speed and accuracy.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
• Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
• Built rapport with clients through active listening, empathy, and understanding of their individual needs.
• Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
• Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
• Implemented feedback from quality assurance reviews to continuously refine skills and deliver excellent support.
• Responded to customer requests for products, services, and company information.
• Educated customers about billing, payment processing and support policies and procedures.
• Investigated and resolved customer inquiries and complaints quickly.

• Sold, service to prospective customers by answering incoming calls and assisting customers in reaching satisfactory solutions to their travel related needs.

• Apply sales techniques while providing schedule, fares and flight information to the customer, as outlined in training and call handling guidelines.

• Respond to caller's inquiries on the frequent flyer program, billing and refunds.

• Offered personalized booking assistance, increasing customer loyalty.
• Delivered excellent customer service, ensuring repeat bookings.
• Communicated effectively with guests to confirm reservation details.
• Enhanced customer experience by providing tailored reservation solutions.
• Handled multiple tasks to streamline reservation operations.
• Coordinated with travel agents for efficient booking arrangements.
• Resolved booking conflicts to ensure guest satisfaction.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.

• While at American Airlines I worked in the following departments:

Domestic/International Sales.

• Domestic/International Advantage Desk (frequent flyer program)

• Executive Platinum Desk (American Airlines top 2% fliers)