Yolanda G. Rand-McCoy

*** ******* ****** ( Vallejo, CA 94591 ( 415-***-**** (

acekc0@r.postjobfree.com

Service-driven professional with broad skills in customer service, team

communications, conflict resolution, and administrative leadership.

Effectively educates and informs clients and colleagues through

applications communications, planning, and time management

CORE SKILLS AND KNOWLEDGE

( Organization and Planning ( Computer Oriented (

Analytical Thinking

( Multitask Management ( Scheduling & Time Management (

Supervise

( Excellent Interpersonal Skills ( Self-directed, results driven

( Team Leadership

PROFESSIONAL EXPERIENCE

Customer Service Representative, EDD (Experience Works) Vallejo, CA 2011-

2014

( Provided high-level administrative support and managed phones, and

assist front desk

( Served as main liaison to clients, and planned/organized recruiting and

interviews

( Drove customer loyalty initiatives and productivity gains through

effective and efficient customer relationship

( Performed various clerical or administrative functions

Clerical Assistant, City of Vallejo (Building Division), Vallejo, CA

2010-2011

( Compiled and streamlined documentation for client accounts

( Analyze work or production problems and recommend solutions

( Served at first point of contact for division

( Coordinating with clients to discuss any unclear points

Support Specialist, Bank of America, San Francisco, CA 2000-2006

( Verified accuracy of new merchant account

( Arbitration Specialist, review and analyze accounts

( Responsible for managing deadline and performing daily credit card

verifications

( Assist clientele as they enter the establishment and via phone

Customer Service

( Resolved any average of 120 inquiries in a week, exceeding weekly targets

by 15%

( Consistently meet performance benchmarks in all areas (speed, accuracy,

volume)

( Successfully diffuse volatile customer situations that resulted in

retention of business

( Worked with new customers in the development of new accounts and new

systems

Clerical

( Operated office machines, such as photocopiers and scanners, fax machines

and computers

( Computed, recorded, and proofread data and other information, such as

records or reports

( Opened, sorted, and routed incoming mail, answers correspondence, and

prepare outgoing mail

( Maintained filing, inventory, mailing, and database systems manually or

by computer

References available upon request

Contact this candidate