Customer Service Support

YF

YOLANDA FLETCHER

*******.*.********@*****.*** 702-***-****

Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Project Development and Lifecycle

Team Collaboration

Vendor Selection and Sourcing

Work Flow Planning and Prioritization

Staff & Project Management

Performance Monitoring

Productivity Improvement

Project Scope

Staff Training and Mentoring

Customer Relations Specialist

Risk and Conflict Management

Schedule Management

MyWireless (Remote)

Marketing & Media Specialist (Project

Specialist)

08/2021 - 09/2022

Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction. Conducted periodic inspections of job sites for quality and progress. Led meetings with internal team members, consultants and contractors. Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.

Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.

Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.

Connected with clients and developed strategies to achieve sales and customer service goals.

AT&T Mobility Las Vegas, NV

Retail Sales Manager

03/2011 - 08/2021

Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.

Led employee performance evaluations and rewarded top performers to retain quality personnel.

Minimized financial discrepancies by accurately controlling monthly operations budget.

Built talented and successful team that increased department sales. Identified and resolved customer service and product control issues to minimize adverse effects to management and business direction. Drove customer escalations to resolution by engaging directly with clients. Liaised with cross-functional departments to train customer support team on products and services and troubleshooting techniques. Summary

Skills

Experience

University of Phoenix Tempe, AZ

Bachelor of Science in Business Management

08/2019

www.linkedin.com/in/yolanda-fletcher-1a24a1163

Microsoft Office (Powerpoint, Excel, Word, Outlook)

Slack

Zoom

Yext

Salesforce

Canva

Microsoft Teams

Opus

Telegence

Education and Training

Websites, Portfolios, Profiles

Technical Skills

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