Joy Mosier-Dubinsky
Lawrence,KS
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
31
31
years of professional experience
Work History
Customer Experience Representative III
Capitol Federal Savings Bank
Topeka, KS
02.2023 - Current
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapport-building.
- Elevated overall customer satisfaction ratings with a focus on providing prompt assistance and empathetic support during interactions.
- Developed strong relationships with clients, fostering a sense of trust and reliability in the company''s services.
- Implemented proactive approaches to anticipate and resolve potential customer concerns, resulting in higher retention rates.
- Championed the voice of the customer internally, working closely with other departments to address concerns and find opportunities for improvement.
Writer
Karma Creative, LLC
09.1993 - Current
- Extensive experience in creative, technical, legal, and nonfiction writing in print and internet mediums, as well as strong skills in copyediting, proofreading, and determining and correcting global issues in texts
- Proven ability to make highly technical and industry-specific language accessible to the general public
- Adept at managing my time and self-supervising.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Generated ideas for new content series or formats based on audience interests and market trends.
- Conducted thorough research on diverse topics, producing well-informed pieces that resonated with readers.
- Adapted writing styles based on different platforms such as social media, blog posts, and print materials.
Research Assistant
Department of Classics, University of Kansas
01.2015 - 12.2017
- Worked closely with professors, assisting them in finding, vetting, and summarizing research
- Proofread and edited scholarly articles for clarity, ensuring that articles adhered to journal guidelines, citations correlated correctly, and quoted Greek and Latin phrases and fragments are quoted and/or transliterated correctly.
- Conducted literature reviews to support hypothesis development and identify gaps in existing knowledge.
- Synthesized complex information into clear summaries to make findings accessible to diverse audiences.
Writing Fellow
The Writing Center, University of Kansas
07.2015 - 08.2016
- Intensive work with students to improve their writing performance on class assignments and their overall academic writing skills with an emphasis on student self-efficacy and understanding the importance of clear, written communication
- Developed and designed presentations on citation styles, the research process, developing strong, comprehensive thesis statements, and interpreting assignment guidelines
- Additionally, I worked with students through the stages of prewriting, drafts, and revisions, tailoring my approach to each student as needed.
Office Manager/Operator
JCCommunications/BestRSVP
05.2009 - 06.2011
- Responsible for training and managing eight (8) operators in a fast-paced and ever-changing environment
- Maintained a standard of 'A+' customer service on each and every call
- Resolved client problems in a quick and courteous manner
- New client acquisitions, general office duties, including assisting Operations Manager and Owner with daily correspondence,
- Maintained schedule of on-call personnel for all clients, scheduling of appointments in a variety of industries
- 'Virtual Receptionist' duties included greeting callers, assessing their needs quickly in order to meet and fulfill expectations.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
Education
BA - Classical Antiquity; History with Honors
University of Kansas
Lawrence, KS12.2017
Associate of Arts with Honors -
Johnson County Community College
Overland Park, KS05.2013
Skills
- Complaint Handling
- Call center experience
- Teamwork and Collaboration
- Complaint resolution
- Customer Education
- Client Advocacy
- Request management
- Attention to Detail
- Problem-solving abilities
- Excellent Communication
- Active Listening
Awards
- Austin Lashbrook Award, Department of Classics, University of Kansas, 05/2017, Awarded to a classics undergraduate major or graduate student for outstanding overall contribution to the Classics program as determined by the Classics faculty.
- Honors, University of Kansas Department of History, 05/2017
- University of Kansas Dean's List, College of Liberal Arts & Sciences, 2014-2017, Earned for each semester in the academic calendar years 2014-2017
Languages
Latin
Professional Working
Timeline
Customer Experience Representative III
Capitol Federal Savings Bank
02.2023 - Current
Writing Fellow
The Writing Center, University of Kansas
07.2015 - 08.2016
Research Assistant
Department of Classics, University of Kansas
01.2015 - 12.2017
Office Manager/Operator
JCCommunications/BestRSVP
05.2009 - 06.2011
Writer
Karma Creative, LLC
09.1993 - Current
BA - Classical Antiquity; History with Honors
University of Kansas
Associate of Arts with Honors -
Johnson County Community College