Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Yolonda Agee

Denver,CO

Summary

Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Customer service management professional experienced with inbound and outbound customer service . Team player with exceptional listening and critical thinking skills.

Overview

10
10
years of professional experience

Work History

Client Service Manager

Aires Relocation
01.2022 - 03.2024
  • Primary liaison between clients and internal departments
  • Manages operations team of 20+ customer service representatives, providing direction, support, and guidance on customer service initiatives and strategies
  • Develops and implements clients service policies, procedures, and standards to improve service quality and exceed customer expectations
  • Conducted regular training and coaching sessions to ensure teams are equipped with necessary skills and knowledge to deliver excellent service and handle customer complaints effectively
  • Monitored and analyzed customer feedback and data to identify opportunities for improvement and recommended process changes to enhance customer satisfaction and retention for clients
  • Collaborated with cross-functional teams, including sales, marketing, and operations, to ensure seamless customer experiences throughout a customers journey
  • Prepares and presents regular reports on customer service performance and key metrics to senior management and stakeholders
  • Work with Global mobility teams and/or Payroll to maintain data is accurate
  • Invoice reconciliation and accounting
  • Implementing and onboarding new clients, Domestic and International
  • Present Year-end and Mid-Year Annual Business Reviews for all clients
  • Lead Bi-weekly/Monthly status calls between clients and operations.

HomeSale Relocation Consultant

Graebel Relocation Worldwide Services
07.2014 - 01.2022
  • Developed high-quality relationships using exceptional verbal and written communication skills resulting in (98% satisfaction rating from 200+ transferees)
  • Manages a caseload of homeowner transferees with home sale (BVO, GBO and HMA), closing services and expense report reimbursement and ancillary services
  • Maintain web-based files for each relocating employee within a custom software program
  • Coordinates relocation services (shipment of household goods, temporary living, home buying, mortgage, and title)
  • Counsels transferees regarding their expense management process (expense reports, lump sum payments, equity payments and tax gross up)
  • Identifies and builds relationships with third party service providers, and other internal departments (accounting, appraisers, brokers, van lines, mortgage, and title providers)
  • Extensive phone and e-mail contact with transferees (relocating employees)
  • Understands and meets services level agreements
  • Updates company system with relevant information, referral fees, service fees, and notes on each file
  • Maintain contact with suppliers such as real estate agents, inspection agencies, title companies, household goods moving providers, etc
  • To help facilitate relocations
  • Issue escalation both internally to Graebel teams, and externally to client contacts.

Lead Business Sales Support Coordinator

T-Mobile
  • Maintained regional business sales reports for east coast sales managers, regional directors, and divisional
  • Supported 2 Regional Directors, 9 Business Sales Managers, and their sales teams
  • Served as point of contact for escalated issues between support coordinators and sales teams for Georgia, Florida, Alabama, and Tennessee
  • Responsible for communicating daily/weekly sales flashes to coordinators from National sales teams.

Education

Some College (No Degree) -

Albany State University
Albany, GA

Skills

  • Computer Skills Windows XP, Vista; Microsoft Office Suite (Word, Excel, PowerPoint); Outlook Express; Scanning Technology; HTML; Internet proficient
  • Proficient in use of and operations of Microsoft Office Suite (Excel, Word and PowerPoint), Data Entry
  • Ability to work independently or part of team on projects
  • Client Relationship Building
  • Resource referrals
  • Exceptional communication
  • Customer Relations
  • Training and mentoring
  • Schedule Management
  • Inter-department collaboration
  • Research and due diligence
  • Report Generation
  • Deadline-oriented
  • Microsoft Outlook, Word, and Excel
  • Customer Service
  • Problem-Solving
  • Time Management
  • Decision-Making
  • Handling Escalations
  • Administrative Support

Accomplishments

  • Achieved "2023 Circle of Excellence"
  • Achieved " 2020 What do you Need, How Can I Help Award" through effectively helping others in the company.

Timeline

Client Service Manager

Aires Relocation
01.2022 - 03.2024

HomeSale Relocation Consultant

Graebel Relocation Worldwide Services
07.2014 - 01.2022

Lead Business Sales Support Coordinator

T-Mobile

Some College (No Degree) -

Albany State University

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Yolonda Agee