YOLANDA CORDELL
Soddy Daisy,USA
Summary
Customer service professional with extensive experience at T-Mobile USA, specializing in conflict resolution and analytical problem solving. Demonstrated ability to enhance customer satisfaction and effectively train teams. Skilled in CRM systems and implementing innovative solutions to drive operational efficiency and improve service delivery.
Overview
9
9
years of professional experience
Work History
Senior Customer Service
T-Mobile USA Call Center
Chattanooga, USA
05.2007 - 08.2009
- Took inbound calls from Customers(internal/external) and assisted with Feature Changes, Plan Changes, New Customer Questions, Payments, Device Troubleshooting, problem solving, negotiations/contracts, and all Customer Service Inquiries.
- Use Sales techniques to promote new products and services along with T-Mobile @ Home products.
- Performed senior duties such as taking escalated calls, scheduling employee breaks, performed training and workshops of new products for employees, implement innovative ways to improve the customer experience, coordinate and conduct employee coaching and team meetings, weekly call calibration for quality management, maintain an upbeat team player momentum as leadership for fellow employees.
Customer Service and Claims Associate
Blue Cross Blue Shield
Chattanooga, USA
07.2004 - 02.2007
- Assisted Customers by taking inbound calls in regards to all aspects of Insurance Claims.
- Negotiated with providers for treatment and claim processing.
- Used analytical problem solving to review and return claims for reprocessing.
- Review customer accounts and claims for prior authorization of services.
Customer Service Manager
Food Lion
Hixson, USA
07.2000 - 07.2004
- Manage all aspects of the Front End Operations including supervise Cashiers, Office Associates, Handle Customer Concerns, Training of New Front End Associates, Supervise all Office Functions, run daily/weekly reports into excel spreadsheets for monthly meetings, inventory entry, scheduling, bookkeeping, accounts payable/receivable, coordinate and conduct fundraising events, responsible for all HR requirements including employment and terminations.
Education
Associate of Science - Psychology
University of Phoenix
Tempe, AZ06-2013
High School Diploma -
Soddy Daisy High School
Soddy Daisy, Tennessee, USA05-2002
Skills
- Network administration
- CRM and ERP systems
- Microsoft Word and Excel
- Point of Sale (POS) solutions
- Enterprise application integration
- Customer service
- Conflict resolution
- Sales techniques
- Claims processing
- Insurance regulations
- Data entry
- Analytical problem solving
References
References are available upon request
Languages
- English, Advanced
- Spanish, Beginner
Timeline
Senior Customer Service
T-Mobile USA Call Center
05.2007 - 08.2009
Customer Service and Claims Associate
Blue Cross Blue Shield
07.2004 - 02.2007
Customer Service Manager
Food Lion
07.2000 - 07.2004
Associate of Science - Psychology
University of Phoenix
High School Diploma -
Soddy Daisy High School
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