Customer Service Human Resource

YOLANDA LAURENT –BA, MAOM

**** **. **** **** ***********, GA 30281

Phone 678-***-****

E-mail: ************@*****.***

SUMMARY

My mission is to continue my career with an organization that will utilize my effective management, clinical, and technical skills and experiences to benefit mutual growth and success. I am a high-energy manager successful in building and motivating dynamic teams. My leadership style cultivates a company’s culture in which team members feel comfortable developing and employing ideas that drive company growth. As an experienced management professional, in a reputed organization I would like to utilize all my previous experience related to managing and critical decision making to achieve company’s vision and mission.

EDUCATION

2011-2012 Ashford University Clinton, IA

Master of Arts in Organizational Management-Specialized in Human Resources Management

Graduated with a 4.0 GPA

Golden Key International Honour Society Member

2010-2013 myLearningPointe Overland, KS

Obtained 108.5 Professional Management and Clinical credits

2009- 2009 Ashford University Clinton, IA

Bachelor of Arts Degree in Psychology

Graduated with honors of distinction with 3.97 GPA

Dean’s List

2002-2008 University of the Virgin Islands St. Croix, VI

Studied: Associate’s Degree in Nursing

Studied: Bachelor’s Degree in Psychology

EXPERIENCE

2013-Present Resilient By Choice Non-Profit Organization Atlanta, GA

President

Human Resource Responsibilities include: interviewed, hired, orient, trained and terminate employees based on agency policies and procedures

Developed & Implement all structural and operational processes, policies and procedures to streamline operations.

Designed & Implement all financial models and business plans for current and prospective ventures and expansion.

Developed strategies to maintain and improve fiscal condition and strengthen capacity for additional growth.

Developed reporting tools and policies that analyzed all agency and departmental budgets with careful consideration of key financial indicators.

Developed innovative programs, products and services.

Developed agency flow plans that would supports strong collaborations with constituent groups including boards, employees, committees, volunteers, and external audiences.

Developed all human resources functions, policies, and procedure to include; development of all employee benefits plans, performance management design and practices, new staff orientations, ongoing training programs, and hire and termination processes.

Developed human resource protocols and policies that aid in employee evaluation process, job descriptions development, and compensation packages with roles and responsibilities.

2015-Present Sitel/ Intuit TurboTax Atlanta, GA

Tax Support Specialist/SME (Subject Matter Expert)

Supervised Customer Service Representatives while on call with consumers

Developed effective call flow techniques for agents to utilize on calls

Assisted customers with Tax related concerns to include both product and software inquiries

Applied defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquiries

Utilized knowledge, skills, and techniques to ensure consumers received professional and proficient customer service

Applied defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquires

Proficiently utilized Avaya, Salesforce, and Citrix tools

2014-2015 Transcom Atlanta, GA

Technical Support Agent

Troubleshoot Internet and Network Connectivity Issues.

Ensured that LAN/WAN is configured for DHCP configurations.

Diagnosed and Troubleshoot hardware and software issues involving internet connectivity, clients’ email, and VOIP.

Released/Renewed IP addresses.

Provided customer support related to inquiries, concerns, and requests about products and services.

Suspend, resumed and disconnected accounts.

Updated, added, and removed payment methods; appropriated payments on accounts to resolve billing issues.

Established new users' accounts and profiles, assigned and troubleshoot password related issues.

2009-2013 The Village VI Partners in Recovery St. Croix, VI

Program Director

Supervised a clinical team of 25 professionals.

Provided clinical behavioral intervention services to over 200 clients.

Promoted to Program Coordinator after six months of employment.

Human Resource Responsibilities include: interviewed, hired, orient, trained and terminate employees based on agency policies and procedures

Reviewed and approved all admissions, treatment/intervention plans and updates, ancillary service referrals including substance abuse treatment, mental health care and family counseling and discharges.

Served as liaison with school personnel, contract staff and referral sources in areas of scheduling, assessment, referrals and communication.

Developed and supervised implementation of policies and procedures to ensure seamless flow in continuum of care.

Ensured all clinical and intervention documentation were current, accurate and meets all regulatory and agency requirements

Compiled extensive monthly and quarterly reports for budgeting and grant compliance purposes.

2009-2009 BIZVI St. Croix, VI

Instructor

Instruct Microsoft Application Software programs to students.

Developed and formulated strategies to teach course content included in instructional objectives.

Planed and instructed each subject area using wide variety of teaching aids, motivational and implementation strategies to engage students in active learning.

Teach students employability skills to prepare them for the workforce.

ACCOMPLISHMENTS

CPR, First Aid & AED certified

Certified in: Microsoft PowerPoint, Microsoft Word, Microsoft Publisher, QuickBooks, Microsoft WordPerfect, Microsoft Excel, Microsoft Money, Microsoft Access, Outlook

Completed Westcare's first Leadership Management Academy

Alternative to Violence Project – Trained Trainer

Motivational Interviewing Training

Professional Certification from U.S Small Business Administration

Forty (40) Hours of Professional Clinical Training from Universidad Central Del Caribe

Excelling as a Supervisor - Skillpath Workshop

Person-Centered Training at Brown University

Small Business Administration Certification Under Office of Entrepreneurial Development

AFFILIATIONS

Member of Golden Key International Honour Society

Vice President of Student Nursing Association - University of the Virgin Islands

Member of the University of the Virgin Islands Psychology Club& Math Booster Club

Reference Letters, Transcripts/degrees, and Certifications are available upon request

Contact this candidate