Summary
Overview
Work History
Education
Skills
Timeline
Generic

Yolonda Y. Sconiers

Atlanta

Summary

To obtain a position utilizing my skills, experience, and knowledge with opportunity for growth and advancement.

Proven leader and effective communicator, I excel in high-pressure environments, as demonstrated at VXI, where I significantly enhanced customer loyalty and team productivity. Skilled in Microsoft Excel and problem-solving, my approach has consistently improved service delivery and client satisfaction, achieving notable success in dispute resolution and team collaboration without exceeding a 55-word limit.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

VXI
05.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Case Manager

Aubrey Thrasher
02.2019 - 03.2024
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
  • Enhanced communication between clients and providers through consistent follow-ups and progress updates.
  • Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
  • Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Analyzed case outcomes to identify trends and areas for improvement, driving continuous service enhancement.
  • Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.

Administrative Assistant

Aaron's Sales and Lease
04.2021 - 05.2023
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
  • Maintained inventory of office supplies and placed orders.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
  • Facilitated training sessions for new software tools, increasing team productivity and reducing learning curves.
  • Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture.

Human Resource

Simply Extensions LLC
01.2018 - 01.2021
  • Responsible for interviewing, handling payroll training and benefits
  • In addition, recruit candidates and maintain employee records
  • Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
  • Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
  • Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
  • Motivated employees through special events, incentive programs, and constructive feedback.
  • Developed comprehensive onboarding programs to facilitate smooth integration of new employees into the organization.
  • Monitored and handled employee claims involving performance-based and harassment incidents.
  • Coordinated company-wide training programs to enhance workforce skills and promote professional growth.
  • Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
  • Spearheaded successful recruitment campaigns, attracting top-tier talent to fill key company positions.

Business Administration Manager

Pretty Hair
01.2012 - 01.2018
  • Provide intensive and excellent customer service, answer phone calls & schedule appointments
  • Handle cash and credit card transactions, while maintaining different software applications
  • Optimized work shifts, managed staff schedules, and ensured adequate coverage during peak hours to maintain exceptional customer service levels.
  • Managed cash flow, business transactions, banking, and accounting processes.
  • Scheduled employees to maintain adequate coverage during business hours.
  • Oversaw salon employee performance, facility cleanliness, and sales.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
  • Maintained general appointment calendar and set shift schedules.
  • Built business through commitment to excellent customer service, resulting in customer loyalty and retention.
  • Managed financial aspects of the salon, including budgeting, payroll processing, and inventory management.
  • Grew customer numbers and boosted loyalty with strategic engagement and marketing strategies.
  • Coached and trained employees to optimize performance and achieve demanding business objectives.
  • Established a positive workplace culture that fostered teamwork, open communication, and professional growth among staff members.
  • Developed strategic plans and initiatives.
  • Translated business priorities into implementable actions.

Education

Associates Degree - Business Administration

Colorado Technical College
Colorado Springs, CO
06.2011

High School Diploma -

Riverdale High School
Riverdale, Ga
05.2004

Skills

  • Leadership
  • Communication
  • Problem-solving
  • Creativity
  • Organization
  • Teamwork
  • Proficient in Microsoft products: Word
  • Proficient in Microsoft products: Excel
  • Proficient in Microsoft products: PowerPoint
  • Complaint resolution
  • Microsoft Excel
  • Call center experience
  • Professional telephone demeanor
  • Customer satisfaction measurement
  • Follow-up skills
  • Scheduling
  • Documentation
  • Prioritization
  • Live chat support
  • Building rapport
  • Product and service solutions
  • Filing
  • Coordination
  • Multi-line phone talent
  • Account updating
  • Recordkeeping strengths
  • Office equipment proficiency
  • Spreadsheets
  • Retail store support
  • Staff education and training
  • Stock management
  • Escalation management
  • Brand representation
  • Key holder experience
  • POS systems expert
  • CRM software proficiency
  • Training development aptitude
  • Software CRM system proficiency
  • Credit adjustments
  • Support case resolution
  • Exchange coordination
  • Opening and closing accounts
  • Skype
  • Senior leadership support
  • Executive management support
  • Multi-line telephone operations
  • Call center procedures
  • Customer consulting
  • Calendaring
  • Schedule mastery
  • Credit card payment processing
  • Banking operations support
  • Positive and professional
  • Call escalation
  • Refund management
  • Refunds processing
  • High-energy attitude
  • Problem-solving abilities
  • Conflict Resolution
  • Customer Education
  • Reliability
  • Customer service excellence
  • Teamwork skills
  • Team building
  • Customer Relationship Management
  • Professionalism

Timeline

Customer Service Representative

VXI
05.2023 - Current

Administrative Assistant

Aaron's Sales and Lease
04.2021 - 05.2023

Case Manager

Aubrey Thrasher
02.2019 - 03.2024

Human Resource

Simply Extensions LLC
01.2018 - 01.2021

Business Administration Manager

Pretty Hair
01.2012 - 01.2018

Associates Degree - Business Administration

Colorado Technical College

High School Diploma -

Riverdale High School

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Yolonda Y. Sconiers