Joycelyn Thomas
Houston
Summary
Dedicated Customer Service Professional with 6 years of experience supporting high-volume operations, resolving complex inquiries, and delivering efficient administrative support. Skilled in de-escalating issues, maintaining accurate documentation, and providing exceptional customer service in fast-paced environments. Knowledgeable in medical terminology, insurance verification, ICD-10-CM and CPT coding, and patient scheduling. Strong communication, organizational, and conflict-resolution skills with a commitment to delivering accurate, compassionate, and efficient patient and customer support.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Results-CX
Remote
08.2025 - Current
- Managed incoming and outgoing calls to assess and prequalify customers
- Addressed customer complaints by delivering prompt, friendly, and courteous service
- Documented comprehensive summaries of customer calls in CRM database
- Partnered with leadership to enhance customer experience.
- Reduced response times with effective call triage techniques based on urgency level of each situation reported.
Election Services Coordinator
A1 Personnel / Openwork
Houston, TX
08.2022 - 07.2025
- Provided comprehensive administrative and customer service support for multiple Harris County election operations.
- Managed high-volume inbound and outbound calls, assisting approximately 200+ voters weekly by providing accurate election, voter registration, polling location, precinct, early voting, and Election Day information.
- Resolved customer inquiries professionally while de-escalating concerns and ensuring timely routing to the appropriate departments.
- Validated, processed, and maintained 50,000 voter registration applications, certificates, statements of residence, and related documentation with accuracy and confidentiality to maintain accurate voter registration information each election cycle.
- Coordinated voting center reservations and communicated with facility representatives via phone and email.
- Assisted with procurement and coordination of election equipment for distribution to up to 1,000 voting locations.
- Processed payroll by reviewing and verifying election worker time records to ensure accurate compensation.
- Entered, scanned, printed, assembled, mailed, and tracked more than 50,000 ballots and election-related documents while maintaining strict quality and confidentiality standards each election cycle.
- Processed incoming and outgoing mail, organized documentation for imaging, and maintained accurate records.
- Collaborated with cross-functional teams to support voting machine logic and accuracy testing and ensure election readiness.
- Maintained detailed documentation, met strict deadlines, and ensured compliance with election procedures and administrative policies.
Delivery Driver
CDS
Houston, TX
04.2022 - 09.2022
- Executed loading and delivery of customer orders, ensuring timely fulfillment and satisfaction.
- Facilitated communication with dispatcher, ensuring adherence to traffic laws and regulations.
- Executed management of cash and check payments, confirming thoroughness of customer return invoices for operational efficiency.
- Assisted in training new drivers on route navigation and customer service standard
Dispatcher
G Wallace
Houston, TX
06.2021 - 03.2022
- Coordinated logistics and schedules for ten truck drivers to ensure on-time product delivery and operational efficiency.
- Maintained continuous dialogue with drivers throughout routes to support operational efficiency and address issues promptly.
- Facilitated customer engagement by providing timely information and addressing delivery date inquiries to improve satisfaction.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Assembler / Labeler / Kitter
Daikin Technology Park
Waller, TX
04.2019 - 05.2021
- Documented job ticket completion, recording production levels and downtime on an hourly basis.
- Managed raw material staging and organization during downtime to optimize workflow and minimize delays.
- Verified and ensured accuracy of raw materials distribution to assembly line bins.
- Increased production efficiency by assembling components quickly and accurately.
Office Aide
Professional Traffic Control
Houston, TX
05.2016 - 03.2019
- Coordinated daily office activities to enhance operational efficiency and promote clear communication within the team.
- Executed data entry tasks to ensure accuracy and organization of critical documents.
- Oversaw management of incoming and outgoing calls, ensuring accurate message recording for office staff distribution.
- Administered payroll distribution processes for 75 employees.
Education
Associate of Applied Science - General Business
Houston Community College
Houston, TX05.2018
Skills
- CRM Documentation
- Medical records management
- Document management
- Microsoft Office
- Administrative support
- Active listening
- Call triaging
- Account management
- Patient care and confidentiality
- HIPAA regulations
- Organizational and planning skills
- Data entry
Certification
- Medical Administrative Assistant - June 2026
- Freight Broker Certification — April 2024
Timeline
Customer Service Representative
Results-CX
08.2025 - Current
Election Services Coordinator
A1 Personnel / Openwork
08.2022 - 07.2025
Delivery Driver
CDS
04.2022 - 09.2022
Dispatcher
G Wallace
06.2021 - 03.2022
Assembler / Labeler / Kitter
Daikin Technology Park
04.2019 - 05.2021
Office Aide
Professional Traffic Control
05.2016 - 03.2019
Associate of Applied Science - General Business
Houston Community College