Summary
Overview
Work History
Education
Skills
References
Timeline
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Yolanda Phillips

Raleigh,NC

Summary

  • To secure a position to utilize my skills and experiences to benefit your organization. To obtain a responsible leadership position where there is a high degree of teamwork and motivation among the staff and where employee participation is welcome in all areas and systems.
  • Strong Customer service skills
  • Good management skills
  • Extensive troubleshooting experience
  • Operations Management
  • Excellent communication skills
  • Excellent record keeping ability
  • Excellent administrative and coordination skills
  • Excellent computer skills

Overview

12
12
years of professional experience

Work History

Contact Representative

Internal Revenue Service
07.2021 - 02.2022
  • Responsible for providing technical assistance to individuals and businesses while addressing issues through comprehensive telephone interaction and written correspondence
  • Secured analyzed and protected sensitive personal and financial information
  • Responsible for multi-tasking and providing expert-level soft communication skills to provide high-scoring 100% efficient customer service to individual taxpayers, representatives, professions, and stakeholders, and other government officials
  • Respond to inquiries involving laws, rules, regulations, and policies that are subject to frequent legislative changes, amendments, or precedent decisions that affect specific conditions.

Department Manager

Kmart
Glen Allen, VA
12.2016 - 06.2021
  • Ensuring that associates are trained in current procedures;
  • Fostering a positive work environment by leading by example;
  • Working to resolve customer care complaints
  • Growing department sales and meeting performance goals
  • Conducting interviews to meet staffing demands for your area
  • Coached and trained new staff members, providing guidance on department policies and procedures.

Customer Service Manager

Walmart
South Hill, VA
02.2010 - 11.2015
  • Key contact person for the customer service area
  • Team lead for a six-person cashier team
  • Responsible for day-to-day performance established guidelines and objective setting for the department
  • Ensured all cashiers’ transactions were accurate and in compliance with established policies and procedures
  • Responsible for interviewing and hiring, Accomplished customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
  • Served on the Employee Engagement Committee, helping to improve team morale and promote participation in office activities, events, and volunteer activities.

Education

High School Diploma -

Park View Senior High School
South Hill, VA
06-1989

Skills

  • Strong Customer service skills
  • Good management skills
  • Extensive troubleshooting experience
  • Excellent communication skills
  • Excellent record keeping ability
  • Excellent administrative and coordination skills
  • Excellent computer skills

References

  • Lisa Gholson (804) 677-9095
  • Melvin Coleman, (678) 570-8710

Timeline

Contact Representative

Internal Revenue Service
07.2021 - 02.2022

Department Manager

Kmart
12.2016 - 06.2021

Customer Service Manager

Walmart
02.2010 - 11.2015

High School Diploma -

Park View Senior High School

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Yolanda Phillips