Yolanda Walker
Atlanta,GA
Summary
Experienced Call Center Team Lead well-versed in managing customer calls in fast-paced settings by utilizing strong listening, communication, and prioritization skills. Superior trainer and mentor with several years of experience.
Overview
19
19
years of professional experience
Work History
Call Center Team Lead
Just Peachy Home Care
Atlanta, GA
04.2024 - Current
- Managed team of customer service representatives to ensure high quality of service and meet performance targets.
- Assisted with the development of call scripts and other operational documents.
- Maintained strong call control and quickly worked through scripts to address problems.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Managed customer concerns with calm demeanor and knowledgeable service.
- Maintained up-to-date knowledge of industry trends and developments to improve call center operations.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Call Center Representative
HomeNurse, Inc
Griffin, Georgia
03.2021 - 04.2024
- Promoted available products and services to customers during service, account management and order calls.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Updated customer accounts, addresses and contact information within call management databases.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
Customer Service Associate Remote
Amazon
Atlanta, GA
04.2015 - 04.2021
- Addressed customer questions and concerns regarding products and services.
- Answered phone calls from customers promptly and courteously.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Resolved customer inquiries in a timely manner.
- Updated system with order specifics and customer details, preferences, and billing information.
Customer Service Supervisor
Wal-Mart Distribution Center
Atlanta, GA
08.2006 - 04.2015
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Recruited, interviewed and selected employees to fill vacant roles.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
Education
High School Diploma -
Frederick Douglass
Atlanta, GA05-2006
Skills
- Call center customer service
- Call routing
- Customer service focus
- Account updating
- Quality controls
- Team management
Timeline
Call Center Team Lead
Just Peachy Home Care
04.2024 - Current
Call Center Representative
HomeNurse, Inc
03.2021 - 04.2024
Customer Service Associate Remote
Amazon
04.2015 - 04.2021
Customer Service Supervisor
Wal-Mart Distribution Center
08.2006 - 04.2015
High School Diploma -
Frederick Douglass
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