Yolanda Lanier
Antioch
Summary
Dynamic Customer Service Manager with a proven track record at The General Insurance, excelling in complaint resolution and team leadership. Skilled in training and mentoring, I foster a collaborative environment that enhances employee engagement and customer satisfaction. Proficient in Microsoft Office, I drive performance improvements through strategic decision-making and problem-solving.
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Manager
The General Insurance
09.2000 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
BBA - Business Administration
Strayer University
05-2016
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Training and mentoring
- Decision-making
- Complaint resolution
- Team building and leadership
Certification
Property and Casualty Insurance License
Timeline
Customer Service Manager
The General Insurance
09.2000 - Current
BBA - Business Administration
Strayer University
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