JOY LADSON
Easley ,SC
Summary
A personable and dedicated Client Services Specialist with extensive experience in customer relations, Family Engagement, and Data Entry. Works hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role and/or department assigned. Organized and efficient supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service. Talented professional considered knowledgeable leader and dedicated problem solver. Brining 15 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Project Manager/New Hire Onboarding
Heavensent Carriers LLC
07.2010 - Current
- Performed administrative tasks and assisted in executing business solutions
- Successfully entered data into company database and validated the accuracy of valuable company information
- Used and analyzed data from automated information aggregators to update the database
- Generated data reports, enter company findings into the database and perform backups
- Supported data entry across departments as requested, switching promptly to new projects.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Developed and initiated projects, managed costs, and monitored performance.
- Prepared and submitted project invoices for review and approval.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Sourced, vetted and managed vendors needed to accomplish project goals.
Client Services Specialist
Renalytix
01.2022 - 10.2023
- Cross trained in multiple departments to know all company needs and train new employees
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Recommended metrics and models based on observed trends for outreach ticketing system
- Worked with internal teams to understand business needs and changing strategies.
- Maintained and managed customer files and databases.
- Responded to customer calls and emails to answer questions about products and services.
- Developed and implemented customer satisfaction surveys to measure customer service quality.
- Communicated with clients regarding account services, statements, and balances.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
Certified Patient Care Tech/Vascular Access Coordinator-Liaison//VBC Coordinator
US Renal Care
10.2008 - 08.2022
- Conducted in-take procedures, performed evaluations and prepared patients for dialysis, collecting and monitoring stats
- Created employee schedules and promoted staff synergy, ensuring compliance with crown web, pearl care, and iPro
- Maintained medical documentation/data and vascular access records, protecting the confidentiality and privacy
- Implemented policies and procedures while ensuring compliance with healthcare regulations
- Received advanced training in emergency response, blood pathogens, distinguishing lab values, and basic care techniques
- Coordinated Quality Assurance and Performance Improvement meetings for medical care and scheduling personnel
- Promoted customer service standards and educated staff on EMR database and CKD system
- Scheduled physician referrals for patients requiring a higher level of treatment.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Education
Associates - Business Management
White Pines College
Skills
- Efficient and Detail-Oriented
- Medical Insurance Rep
- Supervisory Experience
- Epic
- Email Support
- Salesforce
- Zendesk
- Understanding Customer Needs
- Order and Refund Processing
- Data Entry
- CRM Software
- Live Chat Support
- Microsoft Office
- Understanding SOP
- Efficient Data Entry
- Reading Comprehension
- Data Entry Equipment
- Active Listening
- Equipment Requisition
- Reporting Oversight
- Service Quality
- Work Assignments
- Database Updates
- Scheduling Databases
- Balance Sheets
- Accounting Procedures
- Staff Training
- Weekly Payroll
- Digital Filing
- Workflow Processes
- Status Updates
- Records Filing
- Accounts Payable and Accounts Receivable
- Interoffice Correspondence
- Payment Collection
- Health Education
- Data Logging
- Entry Verification
- Records Management Systems
- Administrative Support
- Complex Problem-Solving
- Updating Client Data
- Accuracy Verification
- Quality Assurance Procedures
- Clerical Support
- Google Drive
- Electronic Filing System
- Health Programs
- Client Information Database Systems
- Data Communications
- Employee Timesheet Processing
- Special Projects
- Data Recording Accuracy
- Acceptance Criteria
- Case Management Software
- Project Milestones
Certification
- Certified Hemodiaysis Technician
Timeline
Client Services Specialist
Renalytix
01.2022 - 10.2023
Project Manager/New Hire Onboarding
Heavensent Carriers LLC
07.2010 - Current
Certified Patient Care Tech/Vascular Access Coordinator-Liaison//VBC Coordinator
US Renal Care
10.2008 - 08.2022
Associates - Business Management
White Pines College
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