Customer Service Representative

Yolanda Allen-Wheeler

*****************@*****.*** 601-***-**** Hattiesburg, MS

Summary

Seasoned Customer Service Representative with 27 years of diverse experience in client support, administrative assistance, and case management. Expertise in high-priority call handling, quality assurance, and training new employees within a call center environment. Actively seeking a Customer Service Rep position to leverage extensive communication, problem-solving, and mentoring skills.

Work Experience

General Dynamic Technology

Customer Service Representative Hattiesburg, MS 2018 - Jul 2023

• Provide expert responses to escalated customer inquiries, ensuring courteous and professional communication while maintaining productivity and quality standards.

• Mentor new team members, offering guidance to enhance performance and foster professional growth within the customer service department.

• Evaluate departmental processes and recommend improvements to optimize service quality and efficiency.

• Keep abreast of and ensure compliance with relevant regulations and policies, including COB, COB-R, MSP, the Privacy Act, and HIPAA.

• Draft and revise departmental procedures, contribute to reporting and documentation, and coordinate departmental activities in the absence of supervisors.

Pine Belt Mental Health Resource

Direct Support Professional and Administrative Assistant Hattiesburg, MS 2011 - 2018

• Modeled appropriate social behaviors and provided guidance to clients to foster their community integration and personal development.

• Facilitated transportation services, ensuring safe and timely transit for clients to various facilities and community engagements.

• Administered first aid and crisis intervention as a certified CPR and MANDT professional, maintaining a safe and responsive environment.

• Managed administrative duties, including data entry, client scheduling, file maintenance, and office supply procurement, supporting efficient operations.

South Mississippi Children Home Services

Family Preservation Associate Hattiesburg, MS 2005 - 2011

• Delivered crisis intervention support and facilitated skill-building activities to enhance family dynamics.

• Coordinated comprehensive therapeutic services tailored to client needs, including family counseling, case management, and behavioral training.

• Conducted weekly assessments of client well-being across various dimensions and reported findings to the Treatment Team; ensured client access to essential services through transportation assistance and school visitations. Case Manager Hattiesburg, MS 2005 - 2011

• Coordinated healthcare, psychological assessments, and educational meetings to ensure comprehensive support for client needs.

• Managed and audited weekly medication inventories, ensuring accurate distribution and adequate supply of prescription medications.

• Maintained up-to-date client records through diligent documentation, including case and progress notes, to facilitate effective case management.

Education

Jones County Junior College

Associate Degree, Business and Office Technology, Medical Assistant Technology Ellisville, MS 1998 William Carey College

Psychology Hattiesburg, MS 1992

Hattiesburg High School

High School Diploma Hattiesburg, MS 1989

Certifications

CPR

MANDT

CDL License

First Aid

MAB

OSHA Blood Handling

Skills

Effective Communication, Active Listening, Problem Solving, Empathy, Data Entry, Multitasking, Conflict Resolution, Patience

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