Joy Burch
Petersburg,VA
Summary
Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
10
10
years of professional experience
Work History
Technical Support Representative
Foundever
03.2024 - Current
- Managed approximately 50 incoming calls with customers, resolving inquiries via regarding software policies and procedures
- Demonstrated proficiency in troubleshooting software issues, ensuring accurate and efficient tax filing experiences for clients
- Documented case notes, maintaining organized records of customer interactions and solutions provided
- Escalated customer complaints to appropriate departments based on nature of issue.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Customer Service Representative
Instacart
03.2023 - Current
- Acted as primary customer support specialist, answering approximately 30 calls from customers and shoppers, promptly addressing inquiries and resolving issues to ensure a seamless shopping experience
- Provided expert guidance on platform navigation, order processing, and troubleshooting of technical issues, resulting in improved customer satisfaction ratings
- Recorded and managed detailed customer interaction logs and technical issue reports within the CRM system, facilitating efficient follow-up and analysis
- Collaborated with technical teams to escalate and resolve complex issues, maintaining a high standard of service delivery.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Transcriptionist
Rev
03.2022 - 02.2024
- Independently contracted remotely, working through an online portal, showcasing exceptional flexibility and a track record of meeting stringent deadlines
- Tracked and documented processes, client communications, and project statuses with meticulous detail, ensuring transparency and efficient workflow management
- Transcribed sensitive documents, including legal and medical materials, with utmost confidentiality and accuracy, adhering to strict quality control standards
- Managed about 25 daily transcription projects independently, utilizing the platform to organize tasks and deliver high-quality transcripts in a timely manner.
- Adapted quickly to new technology platforms and software programs introduced within the workplace, enhancing overall efficiency levels.
Assistant Program Director
Envoy At The Village Retirement Home
09.2018 - 04.2021
- Collaborated closely with the Activities Director to strategically plan and implement a diverse range of engaging activities meeting the resident's needs
- Facilitated meaningful communication and social interaction among residents, fostering a vibrant community atmosphere and addressing social isolation
- Took a leadership role in conducting group and individual activities, actively promoting resident participation and a culture of engagement
- Monitored activity effectiveness and resident satisfaction, making adjustments to continuously improve the program's impact and meet residents' needs.
- Maintained accurate records related to client participation, progress tracking, and outcome reporting for internal use and external stakeholders.
Rehab Tech
UVA-Healthsouth Rehabilitation Hospital
08.2014 - 09.2018
- Provided valuable insights on patient progress and treatment plans during interdisciplinary team meetings, contributing to cohesive care coordination
- Educated patients and families on therapy interventions, treatment plans, and rehabilitation goals, fostering understanding and active participation in the recovery process
- Managed patient appointments and therapy schedules, optimizing clinic flow and enhancing patient access to rehabilitation services
- Assisted with reception and administrative tasks, including patient check-in, insurance verification, and maintaining accurate records in compliance with healthcare regulations.
- Organized therapy services, programs and activities to support treatment goals.
- Filed evaluations, progress reports, daily notes and discharge summaries on medical chart.
Education
High School Diploma -
Fluvanna County High School
Palmyra05.2009
Skills
- Customer Service
- Call Documentation
- Issue & Complaint Resolution
- 65 wpm Typing Speed
- Microsoft Office
- Excel Spreadsheet
- Problem Resolution
- Call Center Environments
- Working efficiently within remote setting
- Project Management
- CRM Software
- Active Listening
- Meeting Deadlines Consistently
Timeline
Technical Support Representative
Foundever
03.2024 - Current
Customer Service Representative
Instacart
03.2023 - Current
Transcriptionist
Rev
03.2022 - 02.2024
Assistant Program Director
Envoy At The Village Retirement Home
09.2018 - 04.2021
Rehab Tech
UVA-Healthsouth Rehabilitation Hospital
08.2014 - 09.2018
High School Diploma -
Fluvanna County High School
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