Yolanda Wilson
Cleveland,OH
Summary
Driven and highly qualified professional specializing in diversity recruiting, operational management and employee engagement. Experienced in recruiting suitable candidates and maintaining employee information. Adept at building positive relationships with employees and staff.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Office Manager
ACCEL Schools
07.2021 - Current
- Responsible for all office functions, Onboarding, Processing Time Sheets, Scheduling and Enrollment
- Maintain positive relationships with staff and parents
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Establish field trips and other PBIS Incentives
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Reviewed human resources paperwork for accuracy and completeness.
- Supported human resources staff with new hire orientations
- Evaluated timecards for accuracy on regular and overtime hours.
- Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
- Coordinated employee recognition programs, boosting morale and increasing overall satisfaction levels within the company.
Instructional Aide
ACCEL Schools
01.2021 - 06.2021
- Provided support during classes, group lessons, and classroom activities.
- Supported student learning objectives through personalized and small group assistance.
- Provided one-on-one support for students needing additional assistance, improving their understanding of course material.
Food Service Coordinator
Preferred Meals
10.2019 - 01.2021
- Maintained strict adherence to health and safety regulations, fostering a safe dining environment for customers and employees alike.
- Implemented inventory management best practices, reducing food waste and optimizing ingredient usage.
- Boosted employee morale through effective communication and leadership, contributing to a harmonious work environment.
Receptionist/Administrative Assistant
Northwestern Mutual
12.2018 - 08.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Assisted with planning office events and meetings for smooth execution.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
Customer Service Representative
New York Life Insurance Company
04.2018 - 12.2018
- Answered inbound calls, processing payments and loans, making adjustments to policies and updating information
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Care Representative
Charter
09.2017 - 04.2018
- Specialized in Video Repair and Troubleshooting via inbound calls
- Processed payment in various computer applications
- Collected customer feedback, Surpassed customer satisfaction goals by providing outstanding customer service and building rapport
Insurance Agent
AAA
02.2017 - 08.2017
- Processed applications, payments, corrections, endorsements and cancellations
- Followed up with potential clients regarding online information requests
- Prepared necessary paperwork to process insurance sales and renewals
- Provided accurate and appropriate information in response to customer inquiries
- Made copies, sent faxes and handled all incoming and outgoing correspondence
- Organized files, developed spreadsheets, faxed reports and scanned documents
Sales Consultant
Progressive
04.2016 - 01.2017
- Demonstrated mastery of customer service call script within specified timeframes
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Processed applications, payments, corrections, endorsements and cancellations
Wedding Gift Registry Advisor
Macys
09.2014 - 04.2016
- Delivered excellent customer service by greeting and assisting each customer
- Maintained the front desk and reception area in a neat and organized fashion
- Consistently met and exceeded department expectations for productivity and accuracy levels
- Recommended and helped customers select merchandise based on their needs
- Served as liaison between customers, store personnel and various store departments
Sales Supervisor
Macys
07.2010 - 09.2014
- Led sales calls with team members to establish sales and customer retention goals
- Generated monthly and annual sales reports
- Created and directed sales team training and development programs
- Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills
- Maintained friendly and professional customer interactions
- Determined staff promotions and demotions, and terminated employees when necessary
Education
High school or equivalent -
St George School
Staten Island, NY01.1997
Skills
- Organizational skills
- Data entry
- Payroll and budgeting
- Conflict Management
- Office Management
- Schedule management
- Customer Care
- Data integrity
- Leadership
- Filing management
Certification
Notary Public, 03/03/25, 03/02/30
Timeline
Office Manager
ACCEL Schools
07.2021 - Current
Instructional Aide
ACCEL Schools
01.2021 - 06.2021
Food Service Coordinator
Preferred Meals
10.2019 - 01.2021
Receptionist/Administrative Assistant
Northwestern Mutual
12.2018 - 08.2019
Customer Service Representative
New York Life Insurance Company
04.2018 - 12.2018
Customer Care Representative
Charter
09.2017 - 04.2018
Insurance Agent
AAA
02.2017 - 08.2017
Sales Consultant
Progressive
04.2016 - 01.2017
Wedding Gift Registry Advisor
Macys
09.2014 - 04.2016
Sales Supervisor
Macys
07.2010 - 09.2014
Notary Public, 03/03/25, 03/02/30
High school or equivalent -
St George School
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