Yolanda Jordan
Lynn,MA
Summary
As a customer relations specialist, my primary objective is to support the business by fostering long-term relationships with our customers and supporting my peers with mentorship and job knowledge, ensuring exceptional customer experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Retail Sales Associate
Xfinity
03.2021 - 04.2025
- Achieved and exceeded monthly sales goals by 20%
- Provided onboarding and education for all products/services.
- Performed administrative and operational tasks.
- Collaborated with customer care and tech support to resolve customer issues.
- Trained and mentored new hires.
- Provided schedule flexibility and location coverage.
Administrative Assistant
Mass General Brigham
03.2017 - 11.2020
- Handled all aspects of patient appointment scheduling.
- Coordinated biopsies, infusions, and lab appointments with other departments.
- Assisted providers with prior authorizations and refills.
- Managed calendars, travel, meetings, and reimbursements.
- Handled all patient correspondence by phone, email, and patient gateway portal.
Knowledge Transfer Professional
BCBS of North Carolina
07.2014 - 10.2016
- First level escalation supervision for complex customer issues.
- Identified and documented recurring systems and process issues.
- Provided coaching to enhance call handling effectiveness,
- Initiated outbound calls to resolve complex issues.
- Maintained databases and reports to support service quality.
- Collaborated with other teams for audits, testing, training, and special projects.
Education
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT05-2028
Skills
- Relationship Management
- Conflict Resolution
- Quality Assurance
- Mentor for peers
- Analytical Skills
Certification
- Certified CPR, AED & First Aid, Academy of Resuscitation Training - [Expire on 01/19/2028]
Timeline
Retail Sales Associate
Xfinity
03.2021 - 04.2025
Administrative Assistant
Mass General Brigham
03.2017 - 11.2020
Knowledge Transfer Professional
BCBS of North Carolina
07.2014 - 10.2016
Bachelor of Science - Business Management
Western Governors University
LEADERSHIP
- Implemented new procedures and technologies that improved efficiency and streamlined operations.
- Successfully mentored and coached peers that led them to exceed sales goals while maintaining excellent customer satisfaction scores.