Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Journey Ivey

Augusta,GA

Summary

Dedicated and empathetic Customer Service Agent with over 2 years of experience in customer-facing roles across industries including insurance, home care, and call centers. Adept at resolving issues efficiently, managing high call volumes, and delivering a positive customer experience. Known for excellent communication, attention to detail, and a strong work ethic.

Overview

2
2
years of professional experience

Work History

Patient Care Assistant

Help at Home
09.2024 - Current
  • Assisted patients with daily living activities and personal hygiene tasks.
  • Supported nursing staff in monitoring patient vital signs and reporting changes.
  • Maintained cleanliness and organization of patient care areas to ensure safety.
  • Communicated effectively with patients, providing emotional support and reassurance.
  • Promoted a positive patient experience by actively listening and empathizing with their needs and emotions.
  • Prioritized confidentiality by diligently adhering to HIPAA regulations when handling sensitive patient information.

Insurance Sales Agent Assistant

Aflac
08.2024 - 02.2025
  • Assisted in processing insurance applications and renewals, ensuring accuracy and compliance with regulations.
  • Provided support to agents by preparing policy documents and client correspondence efficiently.
  • Maintained client databases, updating records and tracking policy changes to enhance service delivery.
  • Coordinated scheduling of client meetings, optimizing agent availability and improving customer interactions.
  • Managed incoming calls and inquiries, delivering prompt assistance to clients to enhance satisfaction levels.

Customer Service Representative

Michaels Craft Store
07.2023 - 01.2024
  • Assisted customers with inquiries, providing timely and accurate information.
  • Learned and utilized customer service software to manage support tickets effectively.
  • Resolved customer complaints by identifying issues and implementing solutions promptly.
  • Collaborated with team members to improve overall service delivery processes.
  • Engaged in ongoing training sessions to develop skills in conflict resolution and communication techniques.
  • Adapted quickly to changing policies and procedures in a fast-paced environment.

Education

Associate Degree in Accounting -

Augusta Technical College
Augusta, GA
05-2028

Skills

  • Customer Support (Phone, Email, In-Person)
  • Conflict Resolution
  • CRM Systems (eg, Salesforce, Zendesk – if applicable)
  • Call Center Operations
  • Data Entry & Documentation
  • Time Management
  • Multitasking & Organization
  • Team Collaboration

Accomplishments

Successfully resolved customer issues with a 98% first-call resolution rate while maintaining an average satisfaction score of 4.8/5. Managed high call volumes of 80+ calls per day and consistently met or exceeded performance targets. Helped reduce customer complaints by 30% through proactive communication and problem-solving. Trained new staff on service procedures, improving team efficiency and onboarding. Accurately maintained customer records and was recognized for empathy and professionalism.

Timeline

Patient Care Assistant

Help at Home
09.2024 - Current

Insurance Sales Agent Assistant

Aflac
08.2024 - 02.2025

Customer Service Representative

Michaels Craft Store
07.2023 - 01.2024

Associate Degree in Accounting -

Augusta Technical College

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