Joy Mcgraw
Hattiesburg,MS
Summary
Dedicated Customer Service Manager talented at processing high volumes of error-free transactions and meeting departmental goals. Offering five years of management experience, quickly resolving escalated issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing customer situations.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Howard Lighting Products
Laurel, MS
09.2019 - Current
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Evaluated and authenticated returns, exchanges and voids.
Office Manager
SERVPRO of Hattiesburg
Hattiesburg , MS
09.2018 - 01.2019
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Administered payroll and maintained proper documentation of employee personnel.
- Coded and entered daily invoices with in-house accounting software.
- Implemented and maintained company protocols to facilitate smooth daily activities.
Recruiter
Therapy Management Corporation
Homosassa, FL
01.2016 - 03.2018
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
- Advertised and promoted open positions using social media and digital marketing procedures.
- Provided hiring status updates to HR and managers for comprehensive oversight.
- Monitored applicant tracking system actions to support hiring deadlines and streamline candidate experiences.
- Participated in local job fairs and recruitment events for prospective hiring.
Clinical Development Specialist
Therapy Management Corporation
Homosassa, FL
01.2007 - 01.2016
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
Education
Bachelor of Arts - Interdisciplinary Studies
University of Southern Mississippi
Hattiesburg, MS05.2012
Skills
- Workflow Management
- Quality Assurance
- Training and mentoring
- Project Management
- New Hire Training
- Customer-focused
- Decision-Making
- CRM Software
Timeline
Customer Service Manager
Howard Lighting Products
09.2019 - Current
Office Manager
SERVPRO of Hattiesburg
09.2018 - 01.2019
Recruiter
Therapy Management Corporation
01.2016 - 03.2018
Clinical Development Specialist
Therapy Management Corporation
01.2007 - 01.2016
Bachelor of Arts - Interdisciplinary Studies
University of Southern Mississippi
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