Yolawnda King
Buford,GA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
Work History
Property Manager
Property Management
02.2021 - Current
- Greeted and served customers professionally, operated cash registers and sanitized checkout area after each customer.
- Attracted tenants by advertising vacancies and personally showed units to potential renters.
- Maintained building systems by working with maintenance services and supervised repairs.
- Established rental rates by surveying local rental rates and calculated overhead costs.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Monitored accounts to verify compliance with payment terms and schedules.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
Customer Service Team Manager
Amazon
10.2016 - 02.2021
- Skillfully oversaw daily department operations to maintain top-tier customer service standards.
- Accelerated customer request assignment and resolution, ensuring swift solutions.
- Provided expert support and supervision for the resolution of escalated customer issues.
- Fostered close collaboration with the Customer Service Lead Representative to address daily challenges and capitalize on opportunities effectively.
- Assumed responsibility for daily administrative tasks, including team scheduling, attendance tracking, and time management.
- Innovatively identified and implemented strategies to streamline and enhance customer service processes.
- Lead and facilitated team meetings to address inquiries and implement new departmental procedures, emphasizing best practices.
- Cultivated positive, resilient, and high-performance team culture
- Established and maintain relationships that actively contribute to customer retention and growth.
- Purposefully analyzed reports and trends to ensure excellence in case management, phone interactions, and overall service quality.
- Continuously assessed and optimize procedures to enhance departmental efficiency and improve both employee and customer experiences.
- Took a leadership role in developing training and continuous learning opportunities.
- Assumed a pivotal role in the recruitment, training, and onboarding of new team members.
- Collaborated closely with Sales to gain deeper insights into customer feedback and areas for improvement.
- Collaborated cross-departmentally to expertly resolve customer and supplier issues.
- Contributed to the management of the after-hours call service and actively participate in on-call duties for different operational units.
- Processed new hire paperwork and documents.
- Verified timekeeping records and handled any discrepancies with employees.
- Responded to employee inquiries to clarify payroll issues regarding wages, deductions and taxes.
- Tracked issue resolution policies to maintain compliance with internal standards.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Used ticketing systems to manage and process support actions and requests.
Contact Center Supervisor
Road America
08.2008 - 10.2014
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Directed, guided, coached and mentored team of 45 agents and surpassed individual and corporate goals.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Directed, guided, coached and mentored team of 45 agents and surpassed individual and corporate goals.
- Assisted in recruiting, hiring and training of team members.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Processed employee termination paperwork.
Call Center Web-based Sales Manager
Afni
06.2004 - 06.2008
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Education
Associate of Applied Science - Human Resources Management
Columbus Technical College
Columbus, GAAssociate of Applied Science - Business Management
Columbus Technical College
Columbus, GASkills
- Call Center Management
- Onboarding New Employees
- Quality Assurance
- Technical Support
- Team Leadership
- Disciplinary Action
- Workforce Improvements/ Processes
- KPI Tracking, Evaluation, and Accountability
- Facilitating support for cross-functional teams
- Performance Review Management
- Property Tours
- Leasing and Sales
- Cash Management
- Inventory Management
Timeline
Property Manager
Property Management
02.2021 - Current
Customer Service Team Manager
Amazon
10.2016 - 02.2021
Contact Center Supervisor
Road America
08.2008 - 10.2014
Call Center Web-based Sales Manager
Afni
06.2004 - 06.2008
Associate of Applied Science - Human Resources Management
Columbus Technical College
Associate of Applied Science - Business Management
Columbus Technical College
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