Manager Customer Service
Resume:
Yolanda Laurent
Wesley Chapel, Fl 33544
************@*****.***
EDUCATION: Master’s of Business Administration Degree: Argosy University
• Graduated: February 2008
• Major: Business Administration
• Minor: Healthcare Administration
Masters of Human Resources Management Degree: Everest University
• Graduated: October 2009
• Major: Human Resources
Bachelors of Science Degree: Grand Valley State University
• Graduated: August 2005
• Major: Psychology
• Minor: African American Studies
Associates of Arts Degree: Grand Rapids Community College
• Graduated: May 2003
• Major: Psychology
OBJECTIVE: To obtain a career position with a progressive firm where I can utilize my substantial leadership skills in communication, customer service and human relations, and which will offer both personal and professional growth.
Team Leadership and Trainings
Highly accomplished professional with diverse experiences in mentorship and management. Offer outstanding team leadership, behavioral management, and conflict resolution skills. Exceptionally organized and disciplined; possess well-developed interpersonal skills and ability to motivate and direct others in a supportive, cooperative team environment. Coordinate with management and cross functional teams in the execution of daily tasks and functions. Generate and maintain records and comply with all administrative and district policies and regulations.
Core competencies
Team leadership and trainings operation management Conflict & dispute resolution
Time and behavior management Cross-functional team coordination
Community and outreach service counseling and coaching
WORK EXPERIENCES:
Director of Admissions: Everest University Online, Tampa Fl
September 2009- January 2013
Responsibilities include:
• Managed approximately 20 individuals
• developed and implemented all admissions goals and strategy
• Worked closely with the leadership of the institution
• Developed a marketing campaign that relays the school's mission to prospective students
• Recruited and hired team members for the admissions department
• Established quotas, administered performance reviews and terminated employees when required
• Worked closely with the heads of every educational department as well as the financial aid team to ensure that the admissions process runs smoothly
• Conducted meetings and run reports
• Wrote and provided trainings to admissions representative
• Motivated employees to meet quotas
• Supervised and managed the overall performance of staff in the department.
• Analyzed reports gave recommendations and developed strategies on how to improve quality and quantity.
• Achieved business and organization goals, visions and objectives.
Key Contributions
Made and exceeded budget every term
Created trainings to help enhance admissions process
One of the most senior Directors for the organization
One of the top 5 Directors in the organization
Mentored and trained new Directors on board
Served as liaison to Regional Director
Senior Executive Admissions Representative: Everest University Online, Tampa FL
April 2006-September 2009:
Responsibilities Included:
• Assisted Director of Admissions in all areas, such as managers meetings, overseeing the team, provided trainings and motivated the team
• Accomplishments included number one representative in the company for two consecutive years
• Mentor of the year for two years and numerous other awards for production
• Trained admissions representatives on various subject matters
• Assisted Director of Admissions with meetings and reports
• Coached and motivated representatives
• Conducted team operations in absence of Director
• Two time Parthenon winner
• 3 time MVP recipient
Key Contribution
Made the company millions of dollars every quarter
Student retention
Number 1 representative in the organization for 3 consecutive years.
Executive Team Manager: Target, Wyoming, MI
September 2003-March 2006
Responsibilities included:
• Supervised subordinates
• Involved in employee selection, career development, succession planning and periodic training
• Responsible for the growth and increase in the organizations’ finances and earnings.
• Identified problems, created choices and provided alternatives courses of actions.
• Ordered products
• Maintained scheduling and payroll for all direct reports.
Key Contributions
Build leaders for the organization
In charge of new hire leadership teams
Top credit card application manager
SKILLS SUMMARY:
• Fluent in Creole and French
• Computer literate
• Strong leadership skills
• Dependable
• Professional
• Detail oriented
• Microsoft Works/Words/Access/Power Point/Outlook/excel
• Visual Basic
• Internet Research
REFERENCES:
• Justus Roberts- Regional Director of Admissions for Everest University Online Phone: 813-***-****
• Olivier Morame –Manager for Chop house. Phone: 616-***-****
• Justin Trombetto- Regional Director of Admissions at Everest University Online. Phone 813-***-****
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