YULONDA E. JAMES
Pearland
Summary
Detail-oriented Customer Service Representative with extensive experience in resolving customer inquiries and concerns across various industries. Demonstrates strong listening skills and effective problem-solving by identifying root causes and providing accurate information. Focused on delivering exceptional support and ensuring customer satisfaction through clear communication and compassionate service.
Overview
21
21
years of professional experience
Work History
Rideshare Driver
Uber
Pearland
01.2019 - Current
- Delivered exceptional, personalized service to each passenger, ensuring they felt valued and respected.
- Maintained seamless communication with passengers before and during their rides, providing clear directions to meeting points, timely ETA updates, and addressing any ride-specific details.
- Provided courteous and attentive assistance with personal belongings, ensuring passengers with special requirements or heavy luggage were accommodated.
- Conducted thorough pre-shift vehicle inspections, including vacuuming interiors, wiping down surfaces, and checking for safety concerns.
- Utilized real-time navigation tools and situational awareness to proactively reroute around delays, ensuring smooth, uninterrupted journeys.
- Employed advanced GPS technology to meticulously plan and execute the most optimal routes.
- Cultivated a friendly, professional atmosphere by engaging passengers in light, enjoyable conversation, offering helpful assistance, and maintaining a consistently polite and approachable demeanor.
Cashier & Sales Associate
Burlington Coat Factory Department Store
Pearland
11.2025 - 06.2026
- Processed customer transactions efficiently at the checkout counter.
- Maintained accurate cash drawer and balanced register at end of shifts.
- Provided excellent customer service by addressing inquiries and concerns promptly.
Sales Associate
Ashley Stewart
Houston
11.2025 - 01.2026
- Assisted customers in selecting clothing and accessories to meet their needs.
- Maintained product displays to enhance store presentation and appeal.
- Processed transactions using point-of-sale systems accurately and efficiently.
Customer Service Representative
Allstate Insurance
Lake Charles
10.2021 - 10.2022
- Managed incoming calls by addressing customer inquiries and complaints, following established standard operating procedures to ensure consistent and effective issue resolution.
- Offered customized support for customer inquiries and promptly addressed account-related issues, enhancing customer satisfaction through attentive problem-solving.
- Kept a thorough understanding of internal policies and procedures to accurately address and resolve customer issues as they arose.
- Managed customer complaints and inquiries professionally, ensuring efficient and courteous resolution to maintain customer trust and satisfaction.
- Supported new team members through onboarding, sharing best practices, and guiding them to enhance team effectiveness and cohesion.
- Created and updated logs to document important information regarding incoming and outgoing calls, ensuring accurate records for future reference.
- Conducted thorough research to uncover root causes of customer issues, implementing appropriate resolution methods to address concerns effectively.
- Engaged with customers to build rapport and establish strong, lasting relationships, contributing to overall customer loyalty and satisfaction.
Substitute Teacher
Calcasieu Parish School Board
Lake Charles
08.2021 - 05.2022
- Provided detailed, written feedback to classroom teacher on lesson plan effectiveness and student behavior challenges, supporting continuous improvement.
- Established and enforced clear behavior expectations, creating a secure and respectful atmosphere that promoted effective learning.
- Conducted focused small group sessions to offer individualized attention, helping students deepen comprehension and stay engaged with the material.
- Managed classroom environment to maintain a structured and productive learning space in absence of regular teacher, fostering student engagement.
- Utilized appropriate teaching techniques and resources to effectively achieve lesson goals, catering to diverse student needs and learning styles.
- Provided personalized tutoring sessions to support students in mastering difficult concepts, enhancing their academic confidence and skill levels.
- Led students through structured learning activities aimed at meeting curriculum standards and achieving lesson objectives effectively.
- Coached students on effective study habits and time management, equipping them with essential skills for academic success.
- Summarized lesson progress, activities, and student responses for regular teacher, offering a clear overview of daily achievements and student participation.
Income Tax Preparer
Jackson Hewitt
Lake Charles
12.2020 - 05.2021
- Compiled and analyzed client financial data to prepare federal tax documents using specialized tax software.
- Conducted one-on-one consultations with clients to assess unique tax needs and provided tailored guidance on filing procedures and strategies to enhance compliance.
- Analyzed clients' financial situations to recommend targeted tax-saving strategies, maximizing deductions and minimizing overall tax liabilities for improved client outcomes.
- Acquired a thorough understanding of tax laws, regulations, and filing requirements, enabling the preparation of accurate, compliant tax returns for diverse scenarios.
- Maintained an in-depth understanding of intricate tax calculations and form requirements to ensure flawless tax return preparation.
- Leveraged cutting-edge tax preparation software to ensure the efficient and accurate processing of client tax returns.
- Investigated and resolved discrepancies between reported and actual income, ensuring accurate reporting and preventing filing errors to uphold compliance standards.
Human Resources Manager
Coastal Management Solutions, INC
Virginia Beach
08.2018 - 08.2019
- Partnered with resources from multiple departments to design and implement impactful training programs, supporting employee development and fostering a culture of continuous learning.
- Guided HR team members through regular mentorship and performance evaluations, setting clear objectives to ensure alignment with organizational targets and foster team success.
- Worked closely with leadership to develop initiatives that lowered turnover, enhanced employee engagement, and upheld the organization's core values.
- Consulted with senior leaders to design and execute HR strategies aligned with long-term business goals, ensuring a proactive approach to workforce management.
- Designed and distributed clear, engaging communication materials that effectively conveyed HR policies and procedures, supporting employee compliance and awareness.
- Leveraged HR data and performance metrics to detect patterns, drive informed decision-making, and shape strategic HR initiatives to meet evolving organizational needs.
- Led and advocated for HR initiatives aimed at refining department processes, enhancing efficiency, and supporting the organization's overall objectives.
- Managed routine HR functions, such as employee inquiries and administrative tasks, to maintain smooth and efficient daily operations within the HR department.
- Used HR management software to accurately document key employment events, including hiring, terminations, leaves, transfers, and promotions, ensuring compliance with record-keeping requirements and easy access to personnel data.
Academic and Career Advisor
Naval Supply Fleet Logistics Command
Norfolk
07.2017 - 08.2018
- Guided clients in setting clear, actionable employment objectives through structured goal-setting sessions. Clarified career aspirations and developed personalized growth strategies that align with their skills and values.
- Conducted in-depth research to align career options with each client's unique interests, strengths, and industry demands. Delivered tailored insights, job market trends, and strategic advice to help clients target roles that enhance their professional trajectory and maximize their application success.
- Delivered personalized coaching in crafting high-impact resumes, persuasive cover letters, and strategic job applications.
- Led mock interview sessions and provided detailed, actionable feedback to improve client confidence and refine interview responses.
- Designed and led interactive workshops on career development topics, including effective job search tactics, interview strategies, networking, and self-empowerment.
- Built and expanded professional networks for clients, actively connecting them with industry contacts, community resources, and mentors.
- Offered personalized support to clients facing job insecurity, providing practical advice, emotional encouragement, and tailored job search strategies.
- Promoted student growth by providing specialized educational resources and adaptive technologies.
Payroll Officer
Expeditionary Combat Camera
Norfolk
08.2013 - 07.2017
- Managed end-to-end payroll processing, meticulously collecting and verifying time cards, calculating wages, and entering payroll data.
- Addressed payroll adjustments including retroactive pay increases, error corrections, and special deductions (e.g., charity contributions).
- Maintained payroll compliance with evolving tax and deduction laws, proactively staying updated on legislative changes.
- Accurately tracked and recorded employee attendance, hours worked, and leave balances for vacation, sick leave, and personal time.
- Conducted regular reconciliations of payroll and cash accounts to confirm alignment between payroll records and cash flow. Maintained robust oversight of financial transactions to ensure accuracy and prevent discrepancies, reinforcing financial integrity.
- Verified and processed employee benefits documentation for pension plans, insurance, and unemployment benefits, working closely with HR to ensure comprehensive and accurate benefits records.
- Trained employees on effective use of the organization's timekeeping systems and provided guidance on payroll policies, benefit options, tax issues, and collective agreement terms.
- Partnered closely with HR and finance teams to address complex payroll issues, resolve discrepancies, and optimize payroll practices.
Office Manager
Navy Safe Harbor Wounded Warrior Program
Washington
08.2010 - 08.2013
- Supervised administrative staff to drive front office operations, maintain continuous workflow, and resolve customer inquiries and complaints efficiently. Managed office flow by providing direct support to visitors.
- Delivered superior customer service, handling inquiries and complaints professionally. Built and fostered relationships with key accounts to promote the business and ensure customer satisfaction.
- Reviewed financial statements, worked with accounting to resolve discrepancies, developed office budgets, processed payroll, and implemented revenue strategies through statistical analysis.
- Managed office supplies and equipment inventory, fostered vendor relationships to expedite orders and maintenance, and prepared purchase orders for approval.
- Created and optimized office policies and operational standards, identifying process inefficiencies to drive improvements while upholding organizational standards.
- Developed and implemented training modules and documentation for staff onboarding, reducing turnover through effective orientation, training, and selection processes.
- Created and managed staff schedules to meet service goals, maintained adequate staffing levels, minimized overtime, and ensured optimal staffing based on guidelines and priorities.
- Led meetings to keep staff informed of policy changes, provided end-user training on office equipment, and maintained ongoing interaction with senior management to monitor goal achievement and address areas for improvement.
Career Counselor/Pay Specialist
White House Communication Agency
Washington
10.2005 - 08.2010
- Researched career paths and established professional networking opportunities to support counselees' career growth and application strategies.
- Completed bi-weekly payroll for both salaried and hourly employees, including computing wages, processing garnishments, and managing payroll journal entries and reconciliations.
- Partnered with human resources and finance to resolve payroll discrepancies, handle new employee paperwork, and maintain accurate payroll records.
- Managed sensitive employee information per privacy regulations, including HIPAA, while staying updated on relevant tax and deduction law changes.
- Conducted audits on deductions, tax withholdings, and garnishments to ensure timely filing of tax reports by payroll providers and accuracy of payroll accounts.
- Monitored and recorded employee leave balances, including vacation, personal, and sick leave, and verified time sheets to ensure correct payroll processing.
- Addressed employee inquiries related to paycheck amounts, deductions, direct deposits, and leave balances, providing accurate information and resolving issues promptly.
- Handled employee grievances, escalated incidents as necessary, and communicated garnishment information to relevant parties.
Education
Master's - Human Resource Management
Webster University
Webster Groves, MOMaster's - Management and Leadership
Webster University
Webster Groves, MOBachelor's - Criminal Justice
National University
La Jolla, San DiegoTimeline
Cashier & Sales Associate
Burlington Coat Factory Department Store
11.2025 - 06.2026
Sales Associate
Ashley Stewart
11.2025 - 01.2026
Customer Service Representative
Allstate Insurance
10.2021 - 10.2022
Substitute Teacher
Calcasieu Parish School Board
08.2021 - 05.2022
Income Tax Preparer
Jackson Hewitt
12.2020 - 05.2021
Rideshare Driver
Uber
01.2019 - Current
Human Resources Manager
Coastal Management Solutions, INC
08.2018 - 08.2019
Academic and Career Advisor
Naval Supply Fleet Logistics Command
07.2017 - 08.2018
Payroll Officer
Expeditionary Combat Camera
08.2013 - 07.2017
Office Manager
Navy Safe Harbor Wounded Warrior Program
08.2010 - 08.2013
Career Counselor/Pay Specialist
White House Communication Agency
10.2005 - 08.2010
Master's - Human Resource Management
Webster University
Master's - Management and Leadership
Webster University
Bachelor's - Criminal Justice
National University