Joyce Ayala
Gastonia,NC
Summary
Encouraging Customer Contact Specialist passionate about processes, learning, and sharing information that will benefit both external and internal customers. Effective communicator, and motivated to building morale. Dedicated to delivering excellent customer service pleasantly, and with integrity. Fluent in Spanish.
Overview
11
11
years of professional experience
Work History
Customer Contact Specialist - Bilingual
Dominion Energy
05.2018 - Current
Take approximately 60 customer calls daily, address questions and concerns, and find resolutions. Enter variety of service request orders, while educating customers on self service options available to them
- Attend monthly Teams Meetings & present Safety Topics
- Recommend process improvements to the Employee Engagement Counsel
- Shadow new agents
- Assisted with interviews
Patient Financial Representative
Caromont Medical Group
07.2017 - 05.2018
Answered incoming calls to billing department; collected credit card and check payments. Listened to patient concerns and answered questions regarding their accounts.
- Communicated with clinics and insurance companies through phone calls and email
- Followed up on claims, responded to denials, and assured timely appeals for payment
Receptionist
University Diagnostic Medical Imaging
03.2013 - 06.2017
Met and greeted patients upon arrival. Obtained, entered and updated demographic and insurance information. Obtained missing referrals and orders necessary for patients’ exam
- Provided drinks and assured patients took proper preparation prior to their exam
- Prepared records and ensured patient confidentiality
- Communicated with other departments and clinics through phone calls and emails
Education
High School Diploma -
Bronx Leadership Academy
The Bronx, NY01.2001
Skills
- Microsoft Word
- Outlook
- Microsoft Teams
- PowerPoint
- CIS
- Verint
Training
- Complete a variety of computer based training and safety topics in the Hub weekly
- Continued education and training independently, through LinkedIn Learning and other resources
Volunteer Experience
Good Neighbor Fund Christmas Project with Dominion Energy
Timeline
Customer Contact Specialist - Bilingual
Dominion Energy
05.2018 - Current
Patient Financial Representative
Caromont Medical Group
07.2017 - 05.2018
Receptionist
University Diagnostic Medical Imaging
03.2013 - 06.2017
High School Diploma -
Bronx Leadership Academy