Years of Customer Service Experience
Joelette Carson-Brown
Harleyville,SC
Summary
Professional with a strong background and 19 plus years of experience in customer service. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Dedicated Medical Administrative Assistant with expertise in billing, coding, and medical terminology, demonstrating a robust ability to navigate complex healthcare environments. Proficient in various software applications and filing systems, consistently driving excellence through self-motivation and a commitment to continuous improvement.
Overview
19
19
6
6
Years of Medical Knowledge and Experience
10
10
Years of Logistic and Warehouse Experience
Work History
Claims Customer Service Advocate II
BCBSSC
Columbia, SC
03.2023 - 09.2024
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding departmental response time goals
- Maintained accurate customer records in the CRM system, ensuring up-to-date contact information and order details
- Provided exceptional customer service by promptly and professionally addressing inquiries, concerns, and complaints
- Resolved billing discrepancies by coordinating with the finance department to investigate and correct errors
- Identified opportunities for process improvement within the customer service department, resulting in increased efficiency and reduced response times
- Collaborated with cross-functional teams to resolve complex issues requiring input from multiple departments
- Maintained a positive attitude during interactions with difficult or irate customers, de-escalating conflicts through active listening and empathy
Customer Service Representative
Citi Trends
Augusta, GA
08.2019 - 09.2021
- Ensured compliance with all company policies, procedures, safety regulations, resulting in an organized retail environment.
- Managed inventory levels, restocking shelves as needed to maintain an attractive retail space.
- Demonstrated adaptability by cross-training in multiple departments within the retail environment as needed.
- Implemented covert surveillance operations, leading to the apprehension of numerous shoplifters and organized retail crime suspects.
- Improved customer experience by maintaining an organized and visually appealing retail space.
- Opened/closed the retail locations securely adhering to company protocols for cash handling procedures.
- Enhanced overall shopping experience for customers with a clean, organized, and visually appealing retail space.
Education
Associate's degree - Medical Assisting
Keiser University-Ft Lauderdale
Fort Lauderdale, FL01.2026
Associate of Applied Science - Administrative Assistant
Fortis College
Dayton, OH06.2013
High school diploma or GED - General Studies
Bethune-Bowman Middle/High
Rowesville, SC05.2004
Skills
- Microsoft Word
- Financial planning
- Alzheimer's care
- Resident's rights
- Strong customer service skills
- Shipping & receiving
- Microsoft Windows Server
- Load & Unload
- Accounts payable
- Phone etiquette
- Computer operation
- Order entry
- Computer science
- Research
- Non-technical user support
- Microsoft PowerPoint
- Medical billing
- Zendesk
- Hospitality
- Google Suite
- Accounting software
- Hair Styling
- Microsoft Access
- ICD-9
- Medical administrative support
- Revenue cycle management
- Copywriting
- CPT coding
- Database management
- Payroll
- Medical claims processing
- Live chat
- Packing
- Medical office experience
- Property management
- Customer relationship management
- Outbound calling
- GPS
- Writing skills
- Manager
- Technical Proficiency
- Distribution center
- Office experience
- Income tax preparation
- Payroll processing
- Appointment scheduling
- Medication administration
- Bookkeeping
- Microsoft Excel
- Remote access software
- EClinicalWorks
- Heavy lifting
- Financial services
- HCPCS
- Cleaning
- Assisting with ADLs
- Scalability
- Care plans
- Unity
- Home care
- Call center management
- Upselling
- QuickBooks
- Compliance management
- Ethernet
- Mail Handler
- Documentation review
- POS
- Critical thinking
- ERP systems
- Pallet Jack
- ADP
- Relationship management
- Customer service
- Passenger vehicle
- Intake
- Filing
- Patient care
- Retail sales
- Data collection
- Freight
- Public speaking
- Patient monitoring
- Front desk
- Computer skills
- Transportation management systems
- Contracts
- PeopleSoft
- IOS
- Residential housekeeping
- PCI
- Databases
- Windows
- Direct sales
- VPN
- Operating systems
- Conflict management
- EMR systems
- Medical terminology
- Typing
- CRM software
- Manufacturing
- Clinic experience
- Assembly
- Training & development
- Accounts receivable
- Telecommunication
- Cash handling
- Negotiation
- Developmental Disabilities Experience
- Office management
- Packaging
- Production systems
- MRP
- Direct support
- Senior care
- Medicare billing
- Active listening
- Safe work practices
- Inbound and Outbound Call Representative experience
- ServiceNow
- IT
- Jira
- Employee evaluation
- Blackboard
- Working with people with disabilities
- Van driver
- Meditech
- WordPress
- Home health
- LAN
- Management
- Cold calling
- Software testing
- Hoyer lift
- Sales administration
- Technology sales
- Dementia care
- Computer networking
- Residential cleaning
- Personal assistant experience
- Yardi
- First aid
- Label printers
- Bank Secrecy Act
- ICH guidelines
- Salesforce
- Leadership
- Adobe Acrobat
- Records management
- Microsoft Office
- Patient interaction
- HRIS
- Time management
- Caregiving
- Multi-line phone systems
- Work from home
- Electric pallet jack
- Editing
- B2B
- Communication skills
- Business operations knowledge
- Clerical experience
- Google Docs
- Mac OS
- Customer support
- Insurance verification
- Multi-tasking strength
- Microsoft Outlook
- Microsoft Dynamics GP
- Call center experience
- Problem management
- Climbing
- Delivery Driver Experience
- Load & unload
- Financial analysis
- Pricing
- Loan processing
- Microsoft Outlook Calendar
- Medical records
- Patient observation
- English
- HIPAA
- Medical coding
- Inside sales
- Bus Driving
- Cash register
- Dispatching
- Human resources
- ICD coding
- Merchandising
- Mobile devices
- ICD-10
- Strong Communication and Interpersonal Skills
- Inventory Control
- Supervising experience
- Freight Experience
- Calendar management
- Payroll tax
- SAP
- Recruiting
- Organizational skills
- Analysis skills
- Driving
- Account management
- Computer literacy
- System maintenance
- Quickbase
- Computer hardware
- Credit and collections
- Project management
- Administrative management
- Commercial Driving
- Planograms
- Behavioral health
- Statistics
- PCA
- HubSpot
- Banking
- Expense management
- Robotics
- Continuous improvement
- Box truck
- Microsoft Teams
- Assisted living
- Resource planning methods
- Memory care
- Word processing
- Gardening
- Primary care
- Productivity software
- Mail Clerk experience
- Order fulfillment
- Mobility assistance
- Vital signs
- Grammar Experience
- Medicare
- Cooking
- Employment & labor law
- Sales
- Microsoft Exchange
- Data entry
- Help desk
- Healthcare management
- Administrative experience
- EHR systems
- Telemarketing
- Warehouse experience
- Maintenance
- Loading
- DME
- Power tools
- Workers' compensation law
- Order picker
- Forklift
- Meal preparation
- Home & community care
- Medical receptionist
- Courier
- Administrative support
- Appointment setting
- Microsoft outlook
- Technical troubleshooting
- Computer proficiency
- Multi-line phone talent
- Credit card processing
- Professional telephone demeanor
- Call center operations
- Clerical support
- Payment handling
- Payment collection
- Quality control
- Shipping and receiving
- Schedule mastery
- Inbound and outbound calling
- Scheduling
- Customer relations
- Payment processing
- Customer relationship management (CRM)
Languages
English - Fluent
Timeline
Claims Customer Service Advocate II
BCBSSC
03.2023 - 09.2024
Customer Service Representative
Citi Trends
08.2019 - 09.2021
Associate of Applied Science - Administrative Assistant
Fortis College
High school diploma or GED - General Studies
Bethune-Bowman Middle/High
Associate's degree - Medical Assisting
Keiser University-Ft Lauderdale