Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Hi, I’m

Yolanda Washington

North Las Vegas
Yolanda Washington

Summary

Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.

Overview

15
years of professional experience
1995
years of post-secondary education
1
Certification

Work History

Hiton Grand Vacation
North Las Vegas

Customer Care Representative
12.2018 - 04.2025

Job overview

  • Assisted customers with inquiries and issues regarding vacation packages.
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Educated clients on resort features, amenities, and available activities.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.

JC Penny Co
North Las Vegas

Customer Service Cashier
03.2015 - 08.2018

Job overview

  • Assisted customers with product inquiries and provided recommendations.
  • Handled cash, credit, and gift card transactions accurately.
  • Maintained a clean and organized checkout area for optimal customer experience.
  • Resolved customer complaints by providing timely and effective solutions.
  • Collaborated with team members to ensure smooth store operations during busy hours.
  • Greeted customers and provided friendly customer service.
  • Collected credit card and cash payments to complete transactions for customer orders
  • Answered incoming phone calls from customers regarding product availability or store locations.
  • Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
  • Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
  • Balanced cash drawers at the end of each shift.
  • Complied with all health and safety regulations while performing job duties.
  • Informed customers of in-store promotions or pricing specials.
  • Informed customers about product pricing and answered questions regarding products and services available in the store.
  • Processed credit card, EBT and gift certificate payments in electronic computer systems.
  • Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
  • Bagged, boxed or gift-wrapped sold merchandise per customer's request.
  • Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
  • Greeted customers promptly and responded to questions.

Macys Department Store
North Las Vegas

Sales Associate
01.2012 - 11.2017

Job overview

  • Assisted customers with product selections and personalized recommendations.
  • Processed transactions quickly and accurately at the cash register.
  • Managed inventory levels and organized merchandise displays effectively.
  • Collaborated with team members to create engaging shopping experiences.
  • Conducted product demonstrations to enhance customer understanding and interest.
  • Resolved customer inquiries and complaints with professionalism and care.
  • Maintained store cleanliness and ensured an inviting atmosphere for shoppers.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Greeted customers and provided exceptional customer service.
  • Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
  • Handled customer complaints in a professional manner.
  • Answered incoming telephone calls to provide store, products and services information.
  • Worked with fellow sales team members to achieve group targets.
  • Provided accurate information about products, prices and services.
  • Sold various products by explaining unique features and educating customers on proper application or usage.
  • Adapted sales strategies based on customer interactions and feedback to improve results.
  • Tracked sales performance metrics to identify trends in market place.
  • Processed returns, exchanges, and refunds in accordance with company policies.

Norweignor Cruise Line
Honolulu

Hotel Manager
06.2011 - 07.2013

Job overview

  • Supervised daily hotel operations and ensured guest satisfaction.
  • Managed staff scheduling and maintained optimal workforce levels.
  • Coordinated training programs to enhance team performance and service quality.
  • Implemented operational procedures to improve efficiency and guest experience.
  • Oversaw inventory management for hotel supplies and amenities.
  • Developed marketing strategies to promote hotel services and events.
  • Collaborated with departments to resolve guest issues promptly and effectively.
  • Ensured compliance with health, safety, and regulatory standards throughout the hotel.
  • Handled guest complaints professionally and efficiently.
  • Assigned duties and monitored performance of all employees in the hotel.
  • Monitored customer feedback surveys and took appropriate action based on results.
  • Provided training to staff in customer service, safety, and other topics related to hospitality industry.
  • Ensured that guests received prompt, courteous attention throughout their stay.
  • Monitored inventory levels of supplies such as linen, amenities to ensure adequate availability of items at all times.
  • Developed and implemented hotel policies and procedures.
  • Oversaw reservations received from direct calls and provided room availability information.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Delegated work to staff, setting priorities and goals.

Texas Department of Human Services
Abilene

Secretary
08.2010 - 04.2012

Job overview

  • Managed office correspondence and ensured accurate documentation flow.
  • Coordinated meetings and scheduled appointments for department staff.
  • Maintained filing systems for confidential client records and departmental documents.
  • Handled incoming inquiries and directed them to appropriate personnel efficiently.
  • Organized office supplies inventory, ensuring availability of essential materials.
  • Answered incoming phone calls, responded to inquiries and transferred calls as needed.
  • Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
  • Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
  • Coordinated communications, taking calls, responding to emails and interfacing with clients.
  • Performed data entry into computer systems; ensured accuracy of all entered information.
  • Responded to customer inquiries via email or telephone in a polite and professional manner.
  • Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
  • Processed invoices for payment; tracked payments received from vendors and clients.
  • Organized and maintained executive calendars, including scheduling meetings, travel arrangements and conference calls.

Education

Abilene High
Abilene, Texas

Skills

  • Customer service
  • Complaint resolution
  • Product knowledge
  • Sales transactions

Certification

  • Nevada State Real Estate Licsense

Accomplishments

  • Work with United State Coast Guard

Timeline

Customer Care Representative

Hiton Grand Vacation
12.2018 - 04.2025

Customer Service Cashier

JC Penny Co
03.2015 - 08.2018

Sales Associate

Macys Department Store
01.2012 - 11.2017

Hotel Manager

Norweignor Cruise Line
06.2011 - 07.2013

Secretary

Texas Department of Human Services
08.2010 - 04.2012

Abilene High

05.1994

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