Yolanda is a Professional REALTOR® with Only Way Realty-McGee & Associates focused on helping individuals relocate to the Upstate along with providing exceptional real estate services to individuals located in South Carolina. Spending most of her life in NJ, she decided to leave the adverse weather conditions and high taxes behind and relocated to the foothills of the Blue Ridge Mountains about ten years ago. Yolanda truly believes that you have to love homes, care about people, understand the market, and be trustworthy and honest in order to be the ‘Ideal Agent’ in the world of real estate.• Listing and Buyer Agent duties licensed to sell residential/land/commercial real estate. • Promoted sales of properties through advertisements, open houses, and participation in multiple listing services.• Advised clients on market conditions and pricing.• Compared a property with similar properties that have recently sold to determine its competitive market price.• Presented purchase offers to sellers for consideration.• Acted as an intermediary in negotiations between buyers and sellers, generally representing one or the other.• High level of integrity, dependability, attention to detail, and established meaningful relationships with repeated business results.• Gathered customer or product information to determine customer needs. Conducted research.• Used computer and various applications to prepare reports, letters, spreadsheets, database creation, presentations, invoices and record reconciliation for travel and business related expenses. • Answered and managed incoming and outgoing calls while recording accurate messages and delivery. • Assisted with solving problems real estate with discreetness and confidentiality. • Handled confidential and discretionary matters and handled with care. • Administration and management knowledge along with excellent customer and personal services skills.• High level of integrity, attention to detail and dependable.

• With quality assurance knowledge, successfully developed entire Call Monitoring and Call History Audits platform for organization to include: • Created “monthly” Test for Knowledge, Quality Audits, Peer Reviews, Job Aids and Error Reporting.• Directed subordinate staff in the successful achievement of performance metrics established in the semester performance review process. Metrics achieved averaged 98% on a monthly basis.• Managed the integration with a speech analytics application and the Call Monitoring team to maximize number of call reviewed. This process led to an automated system now in place.• Identified knowledge and process gaps to ensure quality is met in all areas.• Provided performance-coaching daily/weekly/monthly reviewing performance metrics with each team member establishing appropriate action plans and career development. Promoted team members due to performance. • Effectively delivered team meetings building effective teams and communicating process changes.• Maintained up-to-date and accurate performance coaching reports, action plans, coaching binders, performance reviews, incident logs, and attendance reports as well as attendance performance coaching.• Ensured that all current and new processes were streamlined and mapped, resulting in efficient processes and followed all compliance policies – local, federal and state.• Managed Call History Audits ensuring that clients were adhering to federal and state consumer regulations.• Coordinated and completed call recording reviews and provided detailed reports/summaries to the leadership.

• Reviewed, monitored, and evaluated service providers to ensure compliance with industry rules of conducts as well as relevant policies and procedures.• Met daily, weekly, and monthly quantitative production goals with a high percentage of accuracy and minimal errors. Promoted to Supervisor exhibiting the highest production numbers along with accuracy rating.

• Managed day-to-day operations of Call Center supervising 5 full time contractors. • Successfully created “monthly” Tests for Knowledge, Job Aids, Agent Notes and daily responsibilities chart. • Provided performance-coaching daily/weekly/monthly reviewing performance metrics with each team member establishing appropriate action plans and career development.• Directed subordinate staff in the successful achievement of performance metrics established• Implemented Certificates of Appreciation on a monthly basis for Call Center Agents based on performance.• Discussed by telephone with customers’ information about products or services. Entered order information, cancelled information or obtained details about complaints and resolved problems. • Maintained records of all transactions including action taken. • Entered order information, cancelled information or obtained details about complaints and resolved problems.• Resolved billing complaints, adjustments to product or service.• Organized all new hire, security and temporary paperwork.• A Work at Home disciplined Call Center Supervisor.

Simultaneously managed four corporate educational programs for AT&T Enterprise (120,000 employees): AT&T Scholarship Program – for both union/non-union and management employees’ children. Concern Loan Program for AT&T employees’ children. AT&T Reimbursement Program for employees. AT&T Transition to Teaching Program for employees furthering their careers. Executive Assessment Program – acted as liaison for AT&T Enterprise.• Managed scholarship program with costs totaling over $9M yearly. Trained staff and call center personnel.• Created new platform for program by automation and website creation resulting in decrease in work volume by 40%; increase associate consumption by 25%.• Projected four-year financial analysis for HR Finance; Recovery for district 50%.• Marketing: Designed, coordinated and administered communication pieces; resulting in decreased cost by $40K a year.• Identified and recommended process improvements to marketing material, program brochures, application; resulting in call volume decrease of 50%; printing by 50%. Designed all program related materials.• Managed reimbursement program for employment transition expenses resulting in employees being force managed. Handled executive appeals and complaints.• Managed teaching certification program. Managed reserve account of $50K to track expenses. Counselled employees. Trained staff on administrative processes.• Managed program to allow employees to compete for entry-level management positions as a result of obtaining degrees. Established synergies with Resume Scanning Center and College Recruiting Personnel.• Worked with legal and employee relation issues.• Customer Account Manager to eleven training providers assisting in training support, reports, and billing.• Project managed the Executive Assessment Program, the Project Management curriculum operations and worked alongside the Project Management Council.• Single point of contact for escalation issues on financial release.

• Used computers for various applications to prepare reports, memos, letters, financial statements, spreadsheet database creation, presentations, invoices and record reconciliation for travel. • Answered and managed incoming and outgoing calls while recording accurate messages and delivered messages promptly. • Assisted with solving problems on behalf of Vice President and handled discreet and confidential information for entire organization. Handled special projects as assigned by VP. • Set up and managed electronic filing systems, conducted research, prepared documents for consideration and presentation by executives, meetings and executive board bi-weekly. • Made travel arrangements. Coordinated and arranged meetings including social events. • Knowledge of principles and processes for providing customer and personal services. • Handled confidential and discretionary matters for VP, Sr Directors and Directors with care. • Greeted numerous visitors, including VIPs and vendors, to determine access to executive. • Administration and management knowledge along with excellent customer and personal services skills.• High level of integrity, attention to detail and dependable. • Coordinated domestic and international travel arrangements, including booking airfare, hotel and transportation.• Managed office supplies, vendors, organization and upkeep.• Directed guests and routed deliveries and courier services.• Worked as a Legal Secretary transcribing legal documents and research papers for patent submission.• Alternate Teller responsibilities.