Yvette Walley
Suitland,MD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in providing essential services to the community. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Administrative Assistant
GL Consulting Services Inc
2022.04 - Current
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Developed comprehensive reports for management by collecting data from various sources, analyzing trends, and presenting actionable insights.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Senior Telecommunications Operator
DC Government Office Of Unified Communications
2005.04 - 2022.02
- Contributed to public safety initiatives through active participation in community events and outreach programs.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Coordinated multi-agency responses effectively during large-scale incidents or natural disasters.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Assisted in resolving citizens complaints and grievances.
- Utilized dispatch software to enter citizens request for emergency and nonemergency public safety request.
- Monitored and tracked dispatch communication systems.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
Customer Contact Representative
Capital One (formerly Chevy Chase Bank)
Customer Service Representative
Verizon
1996.02 - 2003.12
Customer Service Representative
Verizon Wireless (formerly Cellular One)
Benefits Administrator
Blue Cross And Blue Shield
Education
LaReine High School
Suitland, MDPrince George's Community College
Upper Marlboro, MDSkills
Customer Data Confidentiality
Product and service solutions
Inbound Call Management
Computer Skills
Follow-up skills
Customer Relations
Professional telephone demeanor
Policies and Procedures Adherence
Customer Service
Microsoft Office Suite
Problem Resolution
Customer Account Management
Scheduling
Certification
- Certified Customer Service Representative
- Licensed Maryland Driver
- Certified Training Officer, DC Government
Timeline
Administrative Assistant
GL Consulting Services Inc
2022.04 - Current
Senior Telecommunications Operator
DC Government Office Of Unified Communications
2005.04 - 2022.02
Customer Service Representative
Verizon
1996.02 - 2003.12
Customer Contact Representative
Capital One (formerly Chevy Chase Bank)
Customer Service Representative
Verizon Wireless (formerly Cellular One)
Benefits Administrator
Blue Cross And Blue Shield
LaReine High School
Prince George's Community College
- Certified Customer Service Representative
- Licensed Maryland Driver
- Certified Training Officer, DC Government
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