Joann Ratcliffe
Walkerton
Summary
Experienced professional with a proven track record in organization, customer service, and time management. Strong customer service skills, administrative expertise, and effective multitasking. Committed to taking on additional responsibilities to support all teams as needed. Embraces a growth mindset and actively seeks opportunities for learning and professional development. Dedicated to continuously enhancing skills and expanding knowledge to excel in the workplace.
Overview
16
16
years of professional experience
Work History
Benefit Programs Specialist II
King William Department of Social Services
08.2024 - 02.2025
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Completed intake process for every application, interim and renewal that came into the agency.. (Determined what the client actually needed to apply for.)
- Processed from start to finish Energy Share, Fuel Assistance and Crisis Assistance.
- Provided clients with other resources depending on there needs.
Human Services Assistant I
King and Queen Department of Social Services
08.2023 - 04.2024
- Model's excellent customer service based on agency's policies
- Maintains coverage of front desk
- Enhanced client well-being by providing comprehensive support and coordinating with other service providers
- Streamlined communication between clients, families, and team members to ensure efficient service delivery
- Answers phones and screens calls to get them to right team
- Provide information to client's that call or come into agency including mandated SNAP information.
- Established trusting relationships with clients by demonstrating genuine concern for their well-being and offering non-judgmental support
- Continues to learn new task as needed to assist benefit workers as directed by benefit supervisor
Customer Service Representative
Trust Care Home Medical Equipment
01.2019 - 06.2022
- Took wheelchair referrals and got them to correct ATP
- Worked with MD office's on getting proper documentation for wheelchair approvals
- Also worked with Insurance companies on getting wheelchair approvals
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally
Customer Service REPRESENTATIVE
Richmond Cardiology
06.2009 - 07.2018
- Assisted an average of 200 patients per day with appointment scheduling, rescheduling and cancellations.
- Delivered friendly customer service checking patient's in and out for there appointments.
- Scheduled test and hospital procedure for patient's.
- Scanned, documented and filed an average of 100 diagnostic test results into computer system per day.
Education
High School Diploma -
Hermitage High School
Richmond, VA06.2006
CNA - Certificate -
Hermitage Technical Center
Richmond, VA06.2005
Skills
- Verbal and written communication
- Critical thinking
- Customer Service Excellence
- Team player
- Effective Time Management
- Attention to Detail
- Reliability
- Problem Solving
- Skilled in Microsoft Office Applications
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceCareer advancementWork from home optionPaid time offPaid sick leave401k matchTimeline
Benefit Programs Specialist II
King William Department of Social Services
08.2024 - 02.2025
Human Services Assistant I
King and Queen Department of Social Services
08.2023 - 04.2024
Customer Service Representative
Trust Care Home Medical Equipment
01.2019 - 06.2022
Customer Service REPRESENTATIVE
Richmond Cardiology
06.2009 - 07.2018
CNA - Certificate -
Hermitage Technical Center
High School Diploma -
Hermitage High School
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