Joy Young

• Successfully handled a high volume of customer inquiries and complaints with a 86% customer satisfaction rate.
  • Improved customer retention by 9% through proactive product recommendations.
  • Demonstrated strong communication skills to effectively interact with customers across email and phone.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Processed customer service orders promptly to increase customer satisfaction.
• Provided primary customer support to internal and external customers.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Maintained detailed database to develop promotional sales.

• Maintained administrative processes and provided general office management, including meeting schedules and travel arrangements.
• Utilized technical writing skills for user manuals and SOPs.
• Worked remotely during the Covid-19 pandemic, ensuring data entry integrity for maximum workflow efficiency.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Scheduled office meetings and client appointments for staff teams.
• Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
• Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
• Developed strategies to streamline and improve office procedures.
• Managed department budgets and generated financial reports for management review.

• Served as an administrative liaison, managing spreadsheets and databases for departmental information.
• Handled travel arrangements, calendar management, project management, and telephone coverage.
• Researched and identified organizational needs for ongoing service improvements.

• Developed knowledge of company products and services to make suggestions according to customer needs.
• Engaged with customers to build business relationships.
• Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.
• Enhanced customer experience using all omnichannel offerings.
• Reviewed invoices, payment requests, advance requests, expense reimbursements, and proper coding, prior to approval.
• Researched, analyzed, and projected market data for potential markets.
• Collected, arranged, and input information into database system.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Gathered, organized and input information into digital database.
• Proactively engaged customer in various departments in order to provide in-depth product knowledge in non-commissioned environment