Yvonne Holland
Orlando,FL
Summary
Organized and motivated professional eager to leverage exceptional time management and organizational skills across diverse environments. Committed to driving company growth while continuously expanding expertise with a strong focus on results, escalation management, problem resolution, and sales. Proactive leader skilled in communication and collaboration, adept at fostering team motivation and excellence through extensive experience. Proficient in business strategy management, training, and development, with a proven ability to manage concurrent objectives that enhance efficiency and promote positive outcomes.
Overview
16
16
years of professional experience
Work History
Broker and Employer Services
UnitedHealth Group
07.2022 - 12.2024
- Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Negotiated favorable terms for clients during transactions, maximizing their profits in both buying and selling scenarios.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.
- Responded via telephone and email to questions regarding licensing, commissions, website logins and website navigation.
- Developed a reputation for integrity and ethical conduct within the brokerage community, leading to increased trust from clients and colleagues alike.
- Adhered to health and prescription insurance products, delivery systems, and claims systems.
- Bolstered compliance with industry regulations by designing and conducting regular training sessions for brokerage staff.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
Direct Sales Reservation Specialist
Holland America
10.2016 - 04.2021
- Maintained computerized inventories of available passenger space and provided information on space reserved and available. Answered inquiries regarding schedules, accommodations, procedures, or policies. Determined whether space was available on travel dates requested by customers, assigning requested spaces when available. Informed clients of essential travel information, such as travel times, transportation connections and medical and visa requirements. Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills with a 94% rate of first call resolution. Collaborated with sales and group management department's, to arrange large group travel via land or by sea.
Apple At Home Technical Advisor
Apple At Home
04.2014 - 09.2016
- New hire Mentor Customer Care, Key roles is to commit to the best possible customer experience possible and technical support, I-Tunes, account security and billing. Mentor to new Advisor, as an at home advisor you must be committed to excellence in every aspect of this position. Organizing and managing multiple tasks, perform effectively under highly stressful conditions, customer care fostered positive employee relationships through communication, training and development coaching. Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service. Participated in ongoing training to enhance own job skills and knowledge.
Senior Relationship Manager
Concentrix
02.2009 - 12.2013
- Business loan group built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills. Investigated and researched issues to determine root causes and appropriate resolution methods. Collaborated with various departments to improve communication and deliver individualized customer solutions streamlined communication efforts by measuring client satisfaction metrics, presented product and service details at various events to increase customer base. Acted with minimal direction in self-directed capacities to resolve issues and implement strategies.
Education
WCGH
Philadelphia, PASkills
- Microsoft Office
- Business Strategy Management
- Training and Development
- Customer Relations
- Workplace training
- Business relationship building
- CRM software
- Account management
- Compliance adherence
- Business growth
- Compliance risk management
Timeline
Broker and Employer Services
UnitedHealth Group
07.2022 - 12.2024
Direct Sales Reservation Specialist
Holland America
10.2016 - 04.2021
Apple At Home Technical Advisor
Apple At Home
04.2014 - 09.2016
Senior Relationship Manager
Concentrix
02.2009 - 12.2013
WCGH
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