Yolanda Mitchell
Albany
Summary
Aspiring professional seeking growth within service-oriented organizations, embracing diverse responsibilities that demand exceptional organizational, planning, problem-solving, and follow-through skills.
Overview
20
20
years of professional experience
Work History
Sales Associate
Florida Blue
08.2021 - 06.2025
- Delivered exceptional customer service, resolving inquiries and enhancing client satisfaction.
- Managed sales transactions efficiently, ensuring accuracy and adherence to company policies.
- Built strong relationships with clients, fostering loyalty and repeat business.
- Collaborated with team members to develop effective sales strategies and promotions.
- Analyzed customer feedback to identify trends and recommend actionable improvements.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Captioning Assistant
Hamilton Relay
06.2017 - 12.2022
- Facilitated communication services for individuals who are deaf, hard of hearing, or have verbal communication challenges.
- Delivered exceptional customer service by accurately dictating and captioning diverse conversational topics.
- Achieved consistent typing speed of 56 words per minute with zero errors.
- Executed typing of corrections and additional text using keyboard.
- Identified and rectified mistakes and inconsistencies to ensure accuracy of information.
- Conducted thorough reviews and edits of drafts generated by speech recognition software to ensure accurate and complete transcription.
- Orchestrated synchronization and placement of all captions alongside dialogues.
Customer Service Specialist (Inbound/Outbound)
Teleperformance
09.2014 - 06.2019
- Validated member information through thorough document verification processes.
- Oversaw daily management of over 400 member accounts with efficiency and accuracy.
- Executed automatic call distribution programming to enhance account information retrieval efficiency.
- Executed processing and reprocessing of claims in strict adherence to established claim procedures.
- Oversaw and addressed customer complaints to enhance satisfaction levels.
- Recorded call information in compliance with standard operating procedures.
- Facilitated routing of member calls to relevant external resources.
- Executed follow-up calls to members requiring additional assistance.
Customer Service Representative
Answering Service
01.2011 - 07.2014
- Managed and directed over 40 inbound calls daily from local businesses with efficiency.
- Documented and communicated detailed messages to relevant personnel.
- Exhibited exceptional telephone etiquette by maintaining a polite and professional demeanor consistently.
- Cultivated personal organization and multitasking abilities in a dynamic, fast-paced environment.
- Ensured compliance with all policies, work procedures, and instructions.
- Delivered accurate and relevant information to address customer inquiries.
Customer Service/Support Technician
Calltech Communications
02.2005 - 11.2010
- Facilitated customer satisfaction through prompt and effective responses to incoming inquiries.
- Collected and validated customer information to ensure accurate tracking.
- Handled high call volumes to ensure customer satisfaction and effective communication.
- Provided comprehensive product and service information to facilitate informed purchasing decisions.
- Directed unresolved customer grievances to appropriate departments to ensure comprehensive investigation and resolution.
- Conducted follow-up communications with members to enhance support and service satisfaction.
Education
Associate of Science - Business Office Administration
South Georgia Technical College
Americus, GA05.2003
Skills
- Thorough attention
- Effective speaking skills
- Client relationship management
- Resilience
- Effective organization techniques
- Effective task management
Timeline
Sales Associate
Florida Blue
08.2021 - 06.2025
Captioning Assistant
Hamilton Relay
06.2017 - 12.2022
Customer Service Specialist (Inbound/Outbound)
Teleperformance
09.2014 - 06.2019
Customer Service Representative
Answering Service
01.2011 - 07.2014
Customer Service/Support Technician
Calltech Communications
02.2005 - 11.2010
Associate of Science - Business Office Administration
South Georgia Technical College