Joyce Clark
Oklahoma City
Summary
Expert in office administration and customer relationship management, with a strong track record in resolving complex inquiries and improving service accessibility. Capable of managing personnel evaluations and leading training initiatives to ensure adherence to regulatory standards and operational integrity.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Center/Business Licensing Specialist
The State of Oklahoma
04.2024 - Current
- Effectively handles incoming and outgoing calls within specified time constraints, providing precise and satisfactory responses to inquiries and/or concerns.
- Troubleshot issues for callers, guided navigation of OMMA website and licensing portal, and provided timely updates on licensee information and status.
- Applied de-escalation techniques to resolve issues with dissatisfied licensees, ensuring positive interactions and support.
- Collaborates with OMMA employees, to deliver exceptional customer service and provide callers with prompt, accurate information.
- Identified customer inquiries and clarified details by conducting thorough research on each issue.
- Maintains knowledge of agency policies and procedures; of all state and federal legislation assigned to the agency’s programs.
- Identified emerging trends to enhance FAQ development, improving resource accessibility for callers.
- Achieves individual performance standards by meeting qualitative and quantitative objectives.
- Selected to assist with new software testing and development, and the 'Train the Trainer' OMMA initiative.
Birth Registration Unit Supervisor
Oklahoma State Department of Health
01.2020 - 10.2023
- Supervised and evaluated personnel and program performance for Birth Registration and Paternity and Adoptions in the Vital Records Department to enhance service delivery.
- Oversaw the submission of accurate Oklahoma State birth statistics and Vital Records reports yearly to NCHS (National Center for Health Statistics).
- Ensured adherence to Oklahoma State Department of Health standards and guidelines by the Birth Registration and Paternity and Adoptions administration team to maintain operational integrity.
- Planned, developed, and organized work for Vital Record Specialists while interpreting and explaining work procedures and policies to ensure clarity and compliance.
- Performed employee evaluations and made recommendations on personnel actions, such as promotions or firing.
- Conducted interviews to vet candidates for open positions.
- Prepared and managed production reports, manuals, correspondence, and other documents using a database or word processing.
- Provided support to resolve any problems faced by the administration team.
- Worked with other supervisors to coordinate workplace activities with other Oklahoma State Department of Health departments, units, and teams.
Vital Records Specialist II
Oklahoma State Department of Health
04.2018 - 12.2019
- Utilized critical thinking to independently perform diverse and complex administrative tasks to research, assess, create, maintain, and process vital records and respond to customer inquiries.
- Reviewed and analyzed records request applications for applicant eligibility, accuracy, consistency, and completeness of submitted information in accordance with established guidelines for identification, legal documents, and payments.
- Responded to calls on main VR telephone line and Application Support Unit, delivering timely assistance to inquiries.
- Delivered accurate information to callers about application instructions, fees, directions, and status updates, enhancing customer understanding.
- Managed workflow and performed all technical duties independently, ensuring continuity of operations in supervisor's absence.
- Ensured that all procedures, and professional correspondence complied with Oklahoma State Department of Health rules and regulations.
Education
Associate’s degree - business administration with an emphasis in Accounting
Purdue University
Indianapolis, IN05-2006
Managerial Finance and Accounting Certificate of Completion -
Kaplan University
Davenport, IA08-2004
Automated Logistics Training -
US Army Supply School
Muskogee, OKPrimary Leadership Development Training -
US Army School of Infantry
Ft. Benning, GASkills
- Licensing compliance
- Licensing regulations
- Policy interpretation
- Customer relationship management
- Customer support strategies
- Data entry accuracy
- Documentation accuracy
Certification
- Deescalating Conversations for Customer Service, 09/01/24
- Ethics Managing Real or Perceived Conflicts of Interest, 09/01/24
- Managing Anxiety in the Workplace, 10/01/24
- Mel Robbins on Confidence, 09/01/24
- Confronting Bias Thriving Across Our Differences, 05/01/24
- DALLE the Creative Process and the Art of Prompting, 10/01/24
- Generative AI Skills for Creative Content, 10/01/24
- Connecting with Customer Across Channels Build Loyalty and Stand out in the AI era, 07/01/25
Accomplishments
- Reduced Application Support Unit applicant mail response time from 18 to 6 months.
- Reduced Birth Registration and Paternity and Adoption Units mail response time from 18 months to same day processing.
- Participated in monthly statewide NCHS reporting training of Oklahoma hospital administrators and birth clerks.
Additional Work Experience
- Boardman Inc., Accounts Payable Representative
- Farmers Insurance Help Point, Auto Insurance Contact Center Agent
- City of Colorado Springs, Equal Opportunity Programs Unit Senior Secretary
- US Army Reserve, Automated Logistics Specialist
- US Army, Switching Systems Team Lead / Operator
Honors And Awards
- Army Achievement Medal, 1992
- Army Achievement Medal, 1995
- National Defense Service Medal, 1992
- Perdue/Kaplan University President’s List Honors, 2004
- Perdue/Kaplan University President’s List Honors, 2005
Timeline
Call Center/Business Licensing Specialist
The State of Oklahoma
04.2024 - Current
Birth Registration Unit Supervisor
Oklahoma State Department of Health
01.2020 - 10.2023
Vital Records Specialist II
Oklahoma State Department of Health
04.2018 - 12.2019
Associate’s degree - business administration with an emphasis in Accounting
Purdue University
Managerial Finance and Accounting Certificate of Completion -
Kaplan University
Automated Logistics Training -
US Army Supply School
Primary Leadership Development Training -
US Army School of Infantry