Yamileth Lawes
Jacksonville
Summary
To secure a full-time position within a thriving company where I can not only be an asset to the organization but continue to expand my professional career.
Overview
16
16
years of professional experience
Work History
Sales Consultant
CarMax
11.2021 - Current
- Guide customers every step of the way, from sale or appraisal to test drives and arranging financing applications
- Complete all relevant records and documentation to ensure smooth transactions for my customers
- Use your knowledge of CarMax inventory to assist customers in finding a vehicle that meets their needs
- Build relationships with customers in order to understand their true needs.
- SUMMARY OF THE FUNCTION: Driven by the desire to provide an iconic customer experience
Client Service Coordinator
HairClub
Charlotte, NC
07.2019 - 10.2021
- Responsible for actively assisting all teammates in achieving goals and exceeding budgets
- Manages all existing and new client scheduling activities, including initiating appointment changes, encouraging booking, contacting clients to confirm appointments, decreasing wait times, avoiding hollow schedules, ensuring appointment service accuracy, and documenting technical modifications
- Assists with managing memberships and ensures clients receive all services, products, and benefits to which they are entitled
- Takes accountability for incoming concerns, questions, and requests by conducting appropriate research, decision-making, communication, and follow up
- Consistently communicates important client, employee, and operational information to keep teammates well-informed of developing situations, changing circumstances, and upcoming commitments
- Responsible for delivering the Ultimate Client Experience (“UCE”) to all guests by promptly greeting each guest with a smile and positive attitude, offering assistance to reasonable requests, and improving client retention
- Builds and maintains effective communication channels among clients and teammates with daily room visits consisting of care visits and renewal visits all while adhering to the highest standards of ethics, credibility, and trust
- Aids Manager and Client Relationship Manager in accounts receivable collection, membership renewals, and various fee management activities
- Responsible for seeking and identifying additional sales opportunities, initiating the sales process, and collaborating with teammates to close sales by engaging in suggestive selling techniques to add-on retail, service, and laser device sales
- Evaluates Preferred Client Program (“PCP”) client benefit usage and in conjunction with the Client Relationship Manager, advises on positive membership changes through G.I.V.E. 15. Supports sales functions by upholding Hair Club business rules and the Code of Ethics, positively influences teammates to work within established guidelines and reports potential violations to the Manager
- SUMMARY OF THE FUNCTION: Responsible for coordinating sales, technical, administrative, and overall operational support activities while ensuring that the center meets all standards set forth by the Company in the areas of sales, operations, and customer service.
Compliance Analyst
Movement Mortgage
Indian Land, SC
06.2015 - 03.2019
- Verified and reviewed the accuracy of the data on loan files to validate information reported on the HMDA LAR
- Communicated loan file errors to the business lines for review and correction.
- Conducted comprehensive internal risk review, providing loan mitigation and organizational improvements.
- Performed HMDA and quarterly call reports on the end-to-end process of collecting, recording, and reporting on CRA reportable loans.
- Developed strategies to avoid non-compliance by maintaining knowledge of all guidelines and updates to HMDA
- Provided feedback to Operations and Sales Leaders, as related to file quality and compliance issues, contributing recommendations and solutions for process and policy improvements.
- Extensive knowledge of consumer lending regulations, industry guidelines, and best practices including SAFE Act, HMDA, TRID, Fair Lending, UDAAP, RESPA, and applicable sections of Dodd-Frank
Data Entry Specialist
Catawba Agency on Aging
07.2015 - 06.2016
- Assisted Medicaid or Medicare subscribers by completing online applications for coverage
- Served as Subject Matter Expert (SME) Regarding frequently asked questions on Medicaid and Medicare plans and billing
- Preformed various HR and Office administration duties including accounts payable, answering phone calls, and assisted walk-in customer
Billing Specialist
Harnett Health Systems
02.2015 - 05.2015
- Assisted customers with billing inquiries related to medical services and Explanation of Benefits (EOB)
- Set up and processed payment plans and updated insurance information into a hospital billing software, Epic, for accurate billing.
- Followed up on outstanding billing claims and accounts.
Customer Service Manager
Target
11.2014 - 02.2015
- Provided complete and thorough explanation of products and services.
- Assisted customers in resolving all billing or technical disputes, complaints, and inquiries.
- Provided support to the full front end of the store to include the café, Starbucks, cashiers, and front-end sales team.
- Responsible for all opening and closing day sales and register tallies.
- Maintained the vault on opening shifts for monetary accountability.
- Provided coaching, support, and back up to all staff.
ISD Consultant/Customer Service Supervisor
UNC Health Care
Raleigh, NC
01.2014 - 09.2014
- Assisted medical staff in registering for classes for software conversion.
- Answered incoming phone calls from medical staff and scheduled appointments for doctors in need of software training.
- Trained all clinical staff and front desk personnel in various projects about Epic software.
- Quickly responded to medical staff both online and in person to improve customer service ratings.
- Supervised a team of 8-12 staff members.
- Optimized office coverage, preparing work schedules based on staff availability and future demands.
- Managed training of new team members and mentored each to promote productivity, accuracy, and friendly service.
Route Specialist
Sears Holding
05.2013 - 05.2014
- Dispatched technicians to customers’ homes when over-the-phone diagnostics were unsuccessful.
- Worked closely with technicians to ensure on-time arrival at customers’ homes.
- Promptly responded to technicians’ issues and concerns when dealing with their designated route.
- Used several computer systems tools to evaluate route efficiency and predict impacts on the business and our customers for effective time management.
Customer Service Representative
Time Warner Cable
05.2010 - 05.2012
- Provided complete and thorough explanation of products and services.
- Assisted with all customer billing or technical disputes, complaints, and inquiries.
- Assisted with various administrative duties and special projects.
- Processed service upgrades and downgrades, handled equipment returns, and processed equipment exchanges.
- Supervised Help Desk and New Hire staff
- Provided support to the sales team, ensuring all sales and service objectives were met.
- Responsible for assigning new agents within my division. Duties included answering customer queries, problem-solving, and providing detailed information on new products and services.
- Frequently worked with new customers in developing new accounts and implementing new systems and handled escalated calls.
Education
Master of Business - HR Management
Strayer University
Charlotte, NC01-2023
Bachelor of Business Administration - Management
Strayer University
Charlotte, NC01-2021
Associate of Arts - Business
Strayer University
Charlotte, NC01-2018
Cosmetology License - undefined
Coastal Community College
Jacksonville, NC01-2003
Skills
- Compensation and benefits management
- Accounts Payable/Receivable
- Budgeting & Billing
- Talent Acquisition
- Candidate Recruitment & Onboarding
- Employee Relations
- Customer Service
- Team Management
- Schedule Coordination
- Resolution-oriented
- Dependable and reliable
- Strong written and oral communication skills
- Proficient in Microsoft 365, Peoplesoft, Oracle, EPIC, and various other HR and talent acquisition software
- Objection handling
- CRM proficiency
- Customer relationship management
- Time management
Timeline
Sales Consultant
CarMax
11.2021 - Current
Client Service Coordinator
HairClub
07.2019 - 10.2021
Data Entry Specialist
Catawba Agency on Aging
07.2015 - 06.2016
Compliance Analyst
Movement Mortgage
06.2015 - 03.2019
Billing Specialist
Harnett Health Systems
02.2015 - 05.2015
Customer Service Manager
Target
11.2014 - 02.2015
ISD Consultant/Customer Service Supervisor
UNC Health Care
01.2014 - 09.2014
Route Specialist
Sears Holding
05.2013 - 05.2014
Customer Service Representative
Time Warner Cable
05.2010 - 05.2012
Bachelor of Business Administration - Management
Strayer University
Associate of Arts - Business
Strayer University
Cosmetology License - undefined
Coastal Community College
Master of Business - HR Management
Strayer University