Joyce Ansong
Richmond,TX
Summary
Dynamic Customer Service Representative with proven expertise at Kaiser Permanente, excelling in conflict resolution and active listening. Recognized for enhancing customer loyalty through personalized solutions and consistently exceeding performance metrics. Adept at data entry and critical thinking, I thrive under pressure while delivering exceptional service and fostering strong client relationships.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Kaiser Permanente Via TTECH
02.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and helping online access, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
ALG VACATIONS VIA TTECH
Greenwood, CO
05.2021 - 01.2022
- Assisted Travel Agents and Customers with reservations (Airline, Hotel and Car Rentals) regarding their vacation packages and needs.
- Booked Airline tickets for Customers
- Improved resolution time with effective problem-solving for customer complaints.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Identified and resolved discrepancies and errors in customer accounts, and ensured the correct refunds or Travel Credits were issued to customers
- Handled in-bound calls and re-routed to the appropriate departments when needed.
Non-Licensed Optician/Cashier
Walmart
Houston, TX
04.2019 - 06.2019
- Coordinated with insurance providers to verify coverage and complete accurate claim submissions for patients.
- Performed lensometry measurements accurately to ensure correct prescription lenses were dispensed to patients.
- Contributed to a positive work environment by collaborating effectively with team members and demonstrating strong problem-solving abilities.
- Managed inventory levels to ensure adequate stock of lenses, frames, contact lenses, and accessories.
- Built rapport with clients through attentive listening skills and genuine interest in their vision needs.
- Conducted regular inspections of display cases to keep them clean and organized at all times for optimal presentation of merchandise.
- Enhanced customer satisfaction by providing personalized optical care and recommending suitable products.
- Educated patients on proper eyewear usage and maintenance, ensuring long-lasting functionality of glasses.
- Assisted clients in selecting appropriate frames based on face shape, skin tone, and personal style preferences.
- Increased sales through expert knowledge of lens types, materials, and coatings for various customer needs.
- Resolved customer complaints professionally and effectively to maintain positive client relationships.
- Maximized visual acuity by skillfully adjusting eyeglasses for optimal fit and comfort.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
- Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
- Educated patients on proper use, care and maintenance of eyeglasses and contact lenses.
- Verified and updated patient records promptly to guarantee accurate prescription information.
Senior Clerk
Ghana Commercial Bank
Tetteh-Quarshie, Accra, Ghana
02.2017 - 02.2019
- Prioritized workload effectively managing multiple tasks at once maintaining focus under pressure while meeting deadlines consistently.
- Responsible for Salaries and Payrolls of Internal and External Clients
- Responsible for Internal Transfers and ACH
- Responsible for Client loan processing and client support
- Participated in General Banking Operations
- Maintained accurate financial records with diligent bookkeeping and timely invoice processing.
Marketing and Merchandise Executive
Ghana Oil Company
Accra, Ghana
08.2015 - 08.2016
- Supervised Franchised Gas Stations and Shops.
- Responsible for Accreditation letters to Suppliers of Franchised shops
- Ensured compliance of franchises with Company Guidelines.Designed eye-catching promotional materials to support product.
Ticketing and Reservations Staff
Lufthansa Airlines
Accra, Ghana
10.2002 - 10.2006
- Established positive relationships with customers and other staff members.
- Responded sensitively and competently to service customers with diverse cultural backgrounds.
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
- Ticket Sales and Reservations for individuals and Corporate bodies.
- Visa processing for layover customers at the German Embassy
Education
Sociology
University of Ghana
Legon, Accra Ghana05-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Conflict Resolution
- Communication
- Interpersonal Skills
- Team Player
- Ability to work under pressure
Languages
English
Full Professional
Timeline
Customer Service Representative
Kaiser Permanente Via TTECH
02.2022 - Current
Customer Service Representative
ALG VACATIONS VIA TTECH
05.2021 - 01.2022
Non-Licensed Optician/Cashier
Walmart
04.2019 - 06.2019
Senior Clerk
Ghana Commercial Bank
02.2017 - 02.2019
Marketing and Merchandise Executive
Ghana Oil Company
08.2015 - 08.2016
Ticketing and Reservations Staff
Lufthansa Airlines
10.2002 - 10.2006
Sociology
University of Ghana