Joy Bryant
Gary,IN
Summary
Professional in customer service management with proven track record of driving customer satisfaction and operational efficiency. Known for strong leadership, effective problem-solving, strong attention to detail and excellent communication skills. Adept at fostering team collaboration and adapting to evolving challenges to achieve consistent results. Skilled in training and mentorship, conflict resolution, process optimization, and delivering high-quality customer experiences.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Recovery Specialist
Comcast
03.2014 - Current
- Mentored new team members to strengthen performance and job expertise.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- De-Escalation initiatives implemented on escalated calls
- Billing, Payment processing, Collections, Appointment Scheduling, Technical Support all supported based on customer needs
- Managed recovery processes to minimize losses and improve customer retention
- Analyzed account discrepancies, identifying root causes for resolution
Assistant Manager
Speedway- Super America
03.2007 - 04.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Trained and mentored staff on operational procedures and customer service excellence.
- Implemented inventory control measures, reducing waste and improving stock management
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Oversaw daily operations, ensuring compliance with safety and quality standards.
Medical Assistant
Dr. Oldies Williams Family Practice
04.2005 - 02.2007
- Implemented new record-keeping processes, enhancing accuracy and compliance.
- Collaborated with healthcare providers to refine patient management strategies.
- Managed inventory and ordering of medical supplies, ensuring resource availability.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Performed medical records management, including filing, organizing and scanning documents.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
Education
Certified Medical Assistant - Medical Assistance
Olympia College
Merrillville, IN01-2005
Skills
- Retention Support
- Account Management
- CRM Software
- Technical Support
- Live Chat Support
- Microsoft PowerPoint
- Microsoft Office Suite
- Email etiquette
- Payment processing
- Cash handling
- Customer complaint resolution
- Telephone etiquette
- Interpersonal communications
- Customer service excellence
- Billing arrangements
- Sales
- Critical thinking
- Computer proficiency
- Problem resolution
- De-escalation techniques
- Microsoft Excel
- Professional telephone demeanor
- Scheduling
- Escalation management
Certification
- CMA - Certified Medical Assistant
Timeline
Customer Recovery Specialist
Comcast
03.2014 - Current
Assistant Manager
Speedway- Super America
03.2007 - 04.2014
Medical Assistant
Dr. Oldies Williams Family Practice
04.2005 - 02.2007
Certified Medical Assistant - Medical Assistance
Olympia College