Yvette L. Hendrickson

**** ****** ******, ***. **, New Rochelle, NY 10801

ad2ntw@r.postjobfree.com

Cell: (917) 545 – 6897

Career Summary: Customer-focused and highly motivated professional with 10 years of experience with providing exceptional customer service. Seeking a customer service position where I can utilize communication skills and problem-solving abilities to ensure customer satisfaction and contribute to the growth of the company.

Summary of Qualifications:

• 10 years of experience as a Customer Service Representative.

• Strong verbal and written communication skills.

• Excellent problem-solving abilities and a patient demeanor.

• Efficient at managing time effectively.

• Adept at multitasking and managing high call volumes while maintaining quality service.

• Strong team player with the ability to collaborate effectively with colleagues.

• Consistently maintained high-quality customer service interactions, call quality and call scores.

• Willingness to engage in ongoing training and development to stay updated on company offerings and industry trends.

• Ensured compliance with HIPPAA, legal and ethical guidelines.

Work Experience:

Classroom Paraprofessional, New York City Department of Education (DOE)

Public School 96, Bronx, NY

June 1997 – September 2021, Retired

• Taught and instructed students with disabilities for all or part of the instructional day as determined by the student’s Individual Education Plan (IEP).

• Collaboratively worked with a variety of direct service providers, including classroom teacher, guidance counselor, speech therapists, occupational and physical therapists.

• Managed classroom behavior by promoting positive behavior and implementing de-escalation techniques, contributing to an inclusive and harmonious learning environment.

• Communicated regularly with teachers and parents to share progress updates, challenges, and successes, fostering a strong support network for each student.

Customer Support Unit Leader, The Bank of New York, NY, NY July 1992 – June 1997

• Acted as team lead, provided guidance and support to junior team members and new hires to enhance overall service quality.

• Conducted regular training sessions to update the team on new clients, policies and procedures.

• Escalated complex issues to higher-level support or management, when necessary, to ensure timely resolutions.

• Designed scrips for the Equity and Exchange department’s audio response system.

• Collaborated with cross-functional teams, including the research department and account management.

• Handled a wide range of customer concerns, from account inquiries to stock exchanges, stock splits, to called bond, bond redemptions, company mergers and acquisitions.

• Utilized CRM software to log customer interactions, and update account information.

Education:

Mercy College, Bachelor of Science in Education, Dobbs Ferry, NY Graduated

Skills:

• Excellent interpersonal, verbal and written communication skills

• Strong problem-solving and prioritizing abilities

• Calm demeanor in stressful situations

• Well organized

• Time management

• Conflict resolution

• Ability to multitask during high-call volumes

• Data Entry experience

• Attention to detail

• Leadership and teamwork

Contact this candidate