Yolanda N. Dawson

*** * **** **.

East St. Louis, IL 62203

618-***-****

adxpnc@r.postjobfree.com

OBJECTIVE:

To utilize and gain knowledge as a professional in a business environment. Pursuing the opportunity for continued professional growth, while seeking to provide new innovating ideas to a company’s business environment. Leadership, problem solving, communication, and analytical skills are some of the qualities I have developed from my experience as an able business professional.

EXPERIENCE:

Edward Jones

May 2019-Feb 2023 Retirement Specialist

-Research and Audit departmental billing system reports; manage multiple reports and daily projects that are appointed with the ticketing systems.

-Deliver excellent client service by anticipating client needs and improving the client experience

-Provide a high level of support to multiple FAs and serve as a resource to share ideas, problem solve, and take action

-Advanced administrative support: i.e.: Identify opportunities, answer incoming calls and emails, schedule/follow up on appointments, paperwork, and scanning. Working knowledge of system programs: Peoplesoft, Salesforce, Microsoft Word, Excel, and MS Outlook.

-Partner with multiple Financial Advisors (FAs) virtually to plan and execute the daily functions needed for the branch

-Providing solutions in response to incoming telephone calls and written correspondence from FAs, BOAs, and/or clients in both an independent and team structure considering different variables such as legal/regulatory guidelines and risk to the firm; Associate will not provide solutions, guidance, and recommendations on the suitability of investments as it pertains to clients

-Identifying opportunities for improvements or enhancements within the team

Charter Spectrum

April 2018-April 2019 Specialty Accounts Specialist

-Research and Audit departmental billing system reports; manage multiple reports and daily projects that are appointed with the ticketing systems.

-Evaluate customer work orders to ensure the customer is being billed for the correct services, Modify changes and process adjustments to the billing ledger of customers. Assist with customer escalations.

-Conduct meetings to discuss departmental achievements, procedures, and techniques. Effectively communicate with business professionals and assist as a mentor instructor within the department.

November 2016-April 2018 Corporate Damage Claims Rep

-Assist as a lesion between the customer and technical management, providing great customer service and an impartial resolution to all claims.

-Assist with inbound/outbound calls from customers and field management. Assist with all customers’ queries and schedule appointments for the technical supervisors and managers.

-Accurately document incidents and customer interactions for claim purposes. Perform clerical duties, receive, sort, and distribute mail. Prepare correspondence to send to customers.

-Generate reports handling ticket escalations and briefing duration report; Resolve service complaint escalations and assist with answering questions regarding to the services of damage claims.

February 2014-November 2016 Internet/Phone Repair Coordinator

-Performing complex troubleshooting and network related issues with telephone/internet.

-Assisting customers with advance problematic issues and providing resolutions via telephone.

-Coordinate trouble tickets to assist with departmental escalations, Evaluate service orders to ensure that all resolutions were executed.

Vantage Credit Union

June 2013- December 2013 Phone Teller Representative

-Providing customers with assistance with their checking and savings accounts; assisting customers with any questions about opening a checking or savings account.

-Processing member’s transitions in an accurate, courteous manner; informing customers about Vantage’s products and services.

Macy's Credit Customer Service

August 2011- January 2013 Customer Service Rep/ Tech Assist

-Provide outstanding customer’s service, resolving the customer complaints and assist the customer with their Macy’s credit accounts in an efficient manner.

-Support customers to gain access to their accounts online at Macy’s.com. Assist customer with locating the billing ledger and services available on the online website.

May 2012- January 2013 Cobrand Disputes

-Assisted and solved the customer problems regarding any unauthorized charge or billing dispute on their Macy’s American Express account. Researched unauthorized and excessive billing charges on our customers’ accounts.

-Contact merchants to resolve issues of unfamiliar charges for customers via telephone. Assist customers with information to submit the appropriate documentation in order to process a Letter of Dispute.

EDUCATION:

Currently Pursuing University of Missouri- St. Louis Bachelor in Arts- Psychology

2012- 2014 Southwestern Illinois College Associate in Arts-Psychology

2004-2007 Collinsville High School General Studies

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