Joyce Hill
Austin
Summary
Skilled Customer Service Agent with a background in managing customer inquiries, resolving complaints and promoting company products. Abilities include strong communication skills, problem-solving capabilities, and high-level multitasking.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Accenture via the State of New Mexico
10.2023 - Current
- Answer incoming phone calls and live chats to assist clients with inquiries regarding state assistance programs.
- Provide accurate and detailed guidance on Cash Assistance (TANF/GA), Medicaid (including Centennial Care, institutional Medicaid, Medicaid for Pregnant Women, and Medicaid Expansion), and the Medicare Savings Program.
- Assist clients by phone with completing applications, uploading documents, and navigating the YES New Mexico website, including password resets and login issues.
- Research and review client inquiries, identifying issues that require escalation and routing them to caseworkers or the appropriate department.
- Conduct outreach calls to inform clients of program updates, application deadlines, and additional resources.
- Email application forms and provide contact information for programs outside the Income Support Division, while also assisting with programs managed within ISD, such as LIHEAP.
- Remain current on frequent procedural and policy changes across multiple public benefit programs.
- Maintain organized records of all client interactions and ensure timely resolution or follow-up.
- Achievements: Consistently recognized for service excellence with numerous 100% quality assurance scores.
Ads Integrity Analyst
Accenture via Meta
02.2018 - 10.2023
- Contributed to safeguarding users from financial harm by executing targeted fraud prevention strategies on the platform.
- Review and take appropriate action on suspicious activity, ensuring compliance with internal standards and identifying evolving fraud trends and circumvention tactics.
- Communicate clearly and effectively across both technical and non-technical stakeholders to support decision-making and process refinement.
- Achieve and exceed productivity and quality metrics within defined timelines, consistently adhering to client process guidelines and performance standards.
- One of only six Ads Integrity Analysts selected for the cross-functional Insights Team, providing critical feedback and trend analysis to inform and enhance operational strategy.
Timeline
Customer Service Agent
Accenture via the State of New Mexico
10.2023 - Current
Ads Integrity Analyst
Accenture via Meta
02.2018 - 10.2023
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