Yolanda Williams

• Handle escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
• Build rapport with clients through active listening, empathy, and understanding of their individual needs.
• Maintain a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
• Navigate multiple systems simultaneously for efficient information retrieval during live calls with customers.

• Answered incoming calls and assisted with DL/ID issues
• Processed incoming calls to correct department
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.

• Assisted customers with attaining DL/ID and reissuance due to error with DL/ID issues

Evaluated driver performance through ride-alongs, providing constructive feedback for continuous improvement.