Yolanda Napoleon
13904 Lakewood Avenue, Jamaica,NY
Summary
Proactive, dynamic and customer-satisfaction driven professional with a strong track record of improving business operations through building & maintaining positive customer relations with uniform and non uniform staff. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Community Assistant/ Customer Service Associate
New York City Department Of Corrections
Queens, NY
01.2020 - Current
- Assist with implementations of rehabilitative and behavioral modifications to offer programs and services.
- Assist with deescalating conflicts and manage non-compliance with program rules. All progress are reported out weekly during our Supportive meetings.
- Train all new staff on operating procedures and company services.
- Enhance productivity levels by anticipating needs and delivering outstanding support to incarcerated individuals and their families.
- Assist as liaison with our programs division and management teams to develop solutions and accomplish new initiatives.
- Meet and complete check ins with our incinerated population and submit referrals on their behalf to Social Service to secure housing and workforce training and opportunities.
- Actively respond alongside uniformed correctional staff to manage incidents in designated housing areas to ensure safety and security.
Customer Service Administrator
Verizon Communications
New York, NY
07.1991 - 06.2017
- Increased customer satisfaction survey rates by proficiently and professionally responding to customer and sales representative’s questions pertaining to orders, product availability, backorders, price, products and services, procedures and policy.
- Efficiently utilized company database to apply credits and debits to customer accounts; issued return authorizations and credit memos.
- Investigated and resolved complex billing issues as needed.
- Continuously improved and enhanced communication, active listening, problem resolution and relationship building skills to ensure customer retention.
- Assisted customers in navigating company’s website, placing orders online and troubleshooting technical issues.
- Managed over 50 customer calls per day.
- Initiated investigation of order entry errors, damaged product, and return discrepancies, while working closely with other departments to ensure corrections were processed.
- Maintained thorough product knowledge in order to up-sell product specials.
Education
Diploma - General Education
John Jay College of Criminal Justice of The City University of New York
New York, NYSkills
- Negotiations
- Interdisciplinary collaboration
- Training & Development
- Customer service
Timeline
Community Assistant/ Customer Service Associate
New York City Department Of Corrections
01.2020 - Current
Customer Service Administrator
Verizon Communications
07.1991 - 06.2017
Diploma - General Education
John Jay College of Criminal Justice of The City University of New York
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