JOYCE BLAZIS
Colorado Springs,Colorado
Summary
Resourceful and innovative professional intrinsic motivation and a proven track record of ownership, accountability, and a strong sense of urgency in dynamic omni-channel environments. Dedicated team player committed to achieving success both individually and corporately, consistently driving results that exceed expectations. Recognized leader with exceptional key performance indicators across all metrics, fueled by a passion for fostering inclusive, diverse, and high-performing teams.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Patient Care Technician
Department of Defense (Global Connections to Employment)
Fort Carson, CO
05.2024 - 01.2025
- Coordinated patient appointments, optimizing scheduling efficiency across multiple providers.
- Managed patient inquiries, ensuring timely communication and resolution of concerns.
- Implemented electronic health record systems to streamline appointment tracking and documentation.
- Trained new staff on appointment scheduling protocols and customer service best practices.
- Developed workflows that reduced appointment no-show rates through proactive follow-ups.
- Led initiatives to enhance patient experience, resulting in increased satisfaction scores.
- Collaborated with healthcare teams to align appointment availability with patient needs and preferences.
- Participated in team meetings and trainings to continuously improve knowledge of practice offerings, policies, and procedures.
- Contributed to practice growth by promoting available services to prospective patients during initial interactions.
Manager- Member Relations
CCM
Melbourne, FL
08.2021 - 03.2024
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Developed and implemented strategic initiatives to improve service delivery and client satisfaction.
- Analyzed performance metrics to identify areas for improvement and drive organizational growth.
- Mentored staff members, fostering professional development and enhancing team capabilities.
- Collaborated with executive leadership to align business objectives with operational strategies.
- Oversaw budget management, ensuring resource allocation aligned with company goals.
- Established key performance indicators to measure success and track departmental progress toward objectives.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Senior Member Relations Specialist
CCM
12.2020 - 08.2021
- Developed and implemented strategies to enhance member engagement, retention and loyalty
- Boosted member Sales-based Retention rates by providing exceptional customer service, tailored to individual needs by 8% within one quarter as team-lead
- Mentored junior staff and newly onboarded employees on best practices in member relations and service excellence through one on one coaching.
- Streamlined the onboarding process for new members, ensuring a positive first impression of the organization.
- Provided behavioral-based performance coaching and provided positive and constructive feedback in various settings with high-demand expectations for team performance
- Conducted training sessions to improve team performance in customer interaction techniques.
- Coordinated training sessions for staff members to improve their understanding of relationship-building techniques, leading to enhanced member experiences.
- Drove departmental success by consistently exceeding performance targets related to member satisfaction, retention rates, and revenue generation.
- Led initiatives that increased operational efficiency within member services department.
- Attended industry conferences and networking events on behalf of the organization, strengthening brand presence and building valuable connections.
- Recognized as a subject matter expert within the department, serving as an invaluable resource for colleagues seeking guidance on complex customer-related or product-related issues.
- Identified areas for improvement by analyzing member feedback, leading to targeted action plans for enhancement.
- Maximized efficiency in member data management through meticulous record-keeping practices.
- Verified customer identification and documentation for compliant transactions according to HIPAA and privacy laws for ethics and compliance
- Opened customer accounts and provided deposit and withdrawal receipts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced response time for inquiries from prospective members through efficient information gathering and communication techniques.
Member Relationship Specialist
Christian Care Ministry
Colorado Springs, CO
11.2018 - 12.2020
- Fully supported a newly formed Retention back-end Sales team by creating standard operating procedures and coaching employees in best practices for customer interactions on an omni-channel CRM Platform
- Drove results for the back-end Sales and Member Relations team to increase retain rate by an average of 2% net gain month over month for 6 consecutive months
- Consistently maintained 100% customer satisfaction rate and exceeded all key performance indicators
- Consistently re-sold the flagship product to customers by 26% over 8 consecutive quarters where the industry standard was 15%
- Oversaw appropriate handling of customer escalations and complaints including collaborating with the Better Business Bureau, Social Media platforms and omni-channel CRM platform to drive best-outcome results for customers experiencing a negative experience
- Established KPIs to measure team performance, driving accountability and results across projects.
- Worked closely with the Instructional Design team as a Subject Matter Expert in creating training materials for new onboarding employees.
- Collaborated with leaders at VP and Executive level to create diverse customer rewards or upgrades that resulted in the organization's net positive gain of 800 million dollars in 2 years
- Analyzed market trends to inform strategic planning and drive competitive advantage for the organization.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Managed and motivated employees to be productive and engaged in work.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Certified Nurse's Aide
MGA
Colorado Springs, CO
04.2015 - 05.2018
- Worked with peers, nurses and providers in meetings to brainstorm new activities for patients and discuss ways to resolve issues
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
- Promoted emotional support for patients and their families by actively listening and empathizing with their concerns during difficult times.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care
- Assisted in maintaining clean and organized environments, adhering to infection control protocols.
- Advocated for patient needs, ensuring their voice was heard in care discussions and decisions.
- Assisted in maintaining a clean and safe environment for patients, staff, and visitors by following infection control protocols.
- Prevented complications from arising due to immobility by performing range-of-motion exercises on bedridden patients regularly.
- Increased efficiency in medical record keeping through meticulous documentation of all administered medications, treatments provided, and relevant observations made during shifts.
- Expedited communication between healthcare team members by actively participating in shift change report meetings and conveying relevant patient information effectively.
Front Office Manager/ Marketing Manager
Premier Real Estate Group
Colorado Springs, CO
03.2005 - 10.2012
- Led front office operations, ensuring exceptional customer service and efficient workflow management.
- Developed and executed integrated marketing strategies to enhance brand visibility and engagement.
- Led cross-functional teams to design and implement digital marketing campaigns across multiple platforms.
- Analyzed market trends and consumer behavior to inform product positioning and promotional tactics.
- Managed budget allocation for marketing initiatives, ensuring optimal resource utilization and ROI.
- Oversaw production of marketing materials, maintaining brand consistency across all channels.
- Mentored junior marketing staff, fostering professional development and enhancing team performance.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Managed social media accounts for optimal audience engagement and increased online presence.
- Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
- Boosted sales performance through the creation of engaging promotional materials and targeted advertising strategies.
- Analyzed market trends to identify new opportunities, adjusting marketing plans accordingly for maximum effectiveness.
- Managed workflow between staff, coordinating documents, planning, and creative material distribution.
- Optimized website content for improved search engine rankings and increased web traffic.
- Mentored junior team members, providing guidance and support to foster professional growth and skill development within the marketing department.
- Developed training programs for staff, enhancing team performance and service quality.
- Oversaw administrative functions, including budgeting and financial reporting for office activities.
- Coordinated property showings and open houses, increasing client engagement and satisfaction levels.
- Monitored compliance with industry regulations and company policies to maintain operational standards.
- Cultivated relationships with clients and vendors, driving business growth through partnerships and referrals.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Met with stakeholders to plan, develop and implement a marketing strategy that would engage prospective clients via multiple channels; This resulted in an increase in conversion of over 30% over a period of two years
- Oversaw the creation of a website for the organization by meeting with software development, graphic design and organizational stakeholders to ensure the project was managed appropriately and met deadlines
- Maintained accurate, current and compliant financial records by monitoring and addressing variances with clients to ensure compliance with internal processes and legal timelines
- Reviewed the year-end completion of tax documents for stakeholders and the organization
- Assisted employees with day-to-day workload management and prioritization based upon urgency and importance of task
- Analyzed complex workflow problems and proposed solutions
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities Interpreted management directives to define and document administrative staff processes
- Organized and presented meetings for Property Managers and other stakeholders to increase transparency and communication during vulnerable transitional periods with clients
Education
Music Education
University of Northern Colorado
Greeley, COSkills
- High-level experience working in all Microsoft Suite programs
- Experience working in omni-channel high-stakes environments
- Expert level experience at real-time resolution implementation for all forms of Customer Inquiries
- Strong verbal and written communication skills
- Staff training and development
- Lead generation
- Salesforce management
- Employee onboarding
- Coaching and mentoring
- Policy and procedure development
- Recruiting and interviewing
- Risk management
- Change management
- Stakeholder management
- Competitor research
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Strategic planning
- Operations management
- Project management
- Cross-functional teamwork
- Performance management
- Staff development
- Sales techniques
- Policy implementation
- Conflict resolution
- Sales management
- Workforce management
- Performance evaluations
Accomplishments
- ECrew Service Member
- Employee Engagement focus group contributor – to improve attrition rates and encourage engagement among employees
- Professional development courses taken on leadership, motivation, management and more
- Lean Six Sigma Green Belt in Process Improvement
- Member of the Customer Experience Cross Functional Team
Certification
CPR/ BLS certified through American Heart Association Certified Nurses Aide- State of Colorado
Timeline
Patient Care Technician
Department of Defense (Global Connections to Employment)
05.2024 - 01.2025
Manager- Member Relations
CCM
08.2021 - 03.2024
Senior Member Relations Specialist
CCM
12.2020 - 08.2021
Member Relationship Specialist
Christian Care Ministry
11.2018 - 12.2020
Certified Nurse's Aide
MGA
04.2015 - 05.2018
Front Office Manager/ Marketing Manager
Premier Real Estate Group
03.2005 - 10.2012
Music Education
University of Northern Colorado
Highest Performing Manager of the Year 2023
Was awarded the highest annual performance review for exceeding all key performance indicators as an individual and team-player. Showed my team, organizational leadership and customers exceptional care and worked tirelessly to ensure best-outcomes for all stakeholders resulting in this Award and Compensation Increase.