Yolanda Scott
Newfield,NJ
Summary
Hardworking, team-spirited, and results-oriented leader with 15+ years of experience establishing rapport with clients, managing accounts, and driving growth in diverse arenas. Excel in training employees to provide customers with 5-star service ensuring client satisfaction, conversion, and retention while boosting sales. Leverage advanced leadership, communication, multitasking, relationship-building, organizational, and problem-solving skills to enhance staff performance, efficiency, and productivity in challenging environments.
Overview
16
16
years of professional experience
Work History
Contact Service Representative III
First Harvest Credit Union
Deptford
07.2019 - Current
- Promoted to Team Lead in January 2021 overseeing 18 employees in a call center environment.
- Assess customer financial needs and recommend products to drive sales by $70,000.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assist team to make sure we meet our monthly goal of 1.5 million dollars by following up with members and getting all of their documents that is needed.
Consumer Service Representative
Groupe Seb USA
Millville NJ
07.2008 - 07.2019
- 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.
- Leveraged strong problem-solving and conflict resolution abilities ot increase customer service achieving a retention rate of 99%
- Offered advice and assistance to customers, paying attention to special needs or wants.
Direct Support Professional
New Jersey Mentor
Mt. Laurel NJ
04.2018 - 01.2019
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe and well-organized patient environment.
- Monitored progress and documented patient health status changes to keep care team updated.
- Administered medication as directed by physician.
- Updated patient files with current vitals, behaviors and other data relevant to treatment planning.
Customer Care Advisor
Electric Mobility
Sewell, NJ
09.2006 - 12.2007
- Boosted employee performance and productivity by 65% by training 10 new employees on products and computer/telephone systems to streamline and improve customer support operations.
- Tracked client information to increase efficiency while maintaining the confidentiality of sensitive data.
- Analyzed income/medial information of 80 clients to determine eligibility and validate requests..
- Increased client satisfaction and revenue by 85% by working in close collaboration with senior management to improve customer outcomes.
Education
High School Diploma -
Buena Regional High School
Buena, NJSkills
Customer Service Management
Risk Analysis & Mitigation
Negotiation & Escalation Management
Team leadership
Timeline
Contact Service Representative III
First Harvest Credit Union
07.2019 - Current
Direct Support Professional
New Jersey Mentor
04.2018 - 01.2019
Consumer Service Representative
Groupe Seb USA
07.2008 - 07.2019
Customer Care Advisor
Electric Mobility
09.2006 - 12.2007
High School Diploma -
Buena Regional High School