Joyce Dent-Weatherbe
Clementon,NJ
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy.
Overview
21
21
years of professional experience
Work History
Warehouse Shift Supervisor
Target Distribution Center
06.2024 - 04.2025
- Supervised warehouse operations by managing employees during shifts.
- Trained employees on equipment operation and safety protocols.
- Promoted safety policies and practices among personnel, enforcing appropriate handling and use of equipment and products.
- Reviewed order slips, picked products and staged merchandize to be shipped.
- Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
Customer Care Executive
PHH Mortgage Services
10.2023 - 05.2024
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Success Specialist
Freedom Mortgage Corporation
03.2021 - 08.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Responded to customer requests for products, services, and company information.
- Responded to specific customer requests, including RFP responses and industry-specific solutions.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Updated account information to maintain customer records.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Customer Account Manager
Express Scripts
05.2019 - 03.2021
- Handle inbound and outbound inquiries from members, providers, physicians, internal and external clients related to pharmacy benefits
- Research and resolve problems in timely manner and assist members in understanding and maximizing using of their pharmacy distribution program
- Use computerized systems to gather information and respond to questions
- Document issues and resolutions in common database
- Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Maintain accurate and complete documentation of all inquires in order to continuously improve customer service process and reduce potential legal concerns, while complying with all applicable company, state and federal safety.
- Upheld confidentiality requirements and regulatory compliance guidelines.
Accounts Receivable Coordinator
AR Resources, Inc
02.2016 - 04.2019
- Full-service accounts receivable management/collection company serving creditors primarily in medical and higher educational markets
- Maintain strictest confidentiality; adhere to all
- HIPAA guidelines/regulations
- Accountable for office's accounts receivable balance, inclusive of billing and collections
- Contacting insurance companies on outstanding claims, handling corrections and resubmissions
- Communicated directly with patients regarding their financial responsibility, document all calls timely and accurately in FACX billing system
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Establish payment arrangements per company policy
- Responsible for skip tracing and helping the department in other ways in order to mitigate losses.
Leasing Manager
Eli Management Llc
08.2010 - 12.2015
- Trained leasing professionals on regulatory requirements, company policies, and office procedures.
- Worked with property managers to maintain market readiness and facilitate smooth transitions.
- Collected, completed, and processed lease applications.
- Communicated effectively with owners, residents, and on-site associates.
- Coordinated appointments to show marketed properties.
- Kept properties in compliance with local, state, and federal regulations.
- Created and submitted daily reports on leasing activities.
Leasing and Marketing Manager
Nova Realty Llc
04.2004 - 07.2009
- Communicated effectively with owners, residents, and on-site associates.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
- Coordinated appointments to show marketed properties.
- Generated leads for sales and rental properties through cold calls and referrals.
Education
No Degree - Real Estate Salesperson
Polly Associate
Newtown, PA04-2004
Associate of Applied Science - Business Administration And Management
Community College of Philadelphia
Philadelphia, PA06-2002
Skills
- Data entry proficiency
- Multitasking and organization
- Client relationship management
- Technical troubleshooting
- Documentation and reporting
- HIPAA compliance
- Appointment scheduling
- Payment processing
- Microsoft office
- Administrative and office support
- Customer relationship management (CRM)
- Policy implementation
Timeline
Warehouse Shift Supervisor
Target Distribution Center
06.2024 - 04.2025
Customer Care Executive
PHH Mortgage Services
10.2023 - 05.2024
Customer Success Specialist
Freedom Mortgage Corporation
03.2021 - 08.2023
Customer Account Manager
Express Scripts
05.2019 - 03.2021
Accounts Receivable Coordinator
AR Resources, Inc
02.2016 - 04.2019
Leasing Manager
Eli Management Llc
08.2010 - 12.2015
Leasing and Marketing Manager
Nova Realty Llc
04.2004 - 07.2009
No Degree - Real Estate Salesperson
Polly Associate
Associate of Applied Science - Business Administration And Management
Community College of Philadelphia
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