Joyce Mathis
Austin,TX
Summary
Experienced with managing call center operations and leading customer service teams. Utilizes effective communication and problem-solving skills to resolve customer issues. Track record of fostering collaborative team environment and ensuring high customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Call Center Supervisor
MainStreet Renewal
02.2020 - 01.2023
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
Fraud Prevention Specialist
Visa
05.2017 - 01.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
Technical Support Advisor
Spectrum Communications
06.2015 - 02.2018
- Assessing a customer’s situation to get to the quickest and most effective resolution
- Ensuring the customer is well informed of the details regarding their account and services
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
Education
High School Diploma -
LBJ High School
Austin, TX05-2011
Skills
- Business Development Skills
- Leadership Experience
- Innovative Problem Solver
- Commitment to Customer Service Excellence
- System Data Preservation
- Escalation handling
- Analytical Reasoning
- Customer Service Experience
- Service Solutions Specialist
- Call monitoring
- CRM software expertise
- Policy enforcement
Timeline
Customer Service Call Center Supervisor
MainStreet Renewal
02.2020 - 01.2023
Fraud Prevention Specialist
Visa
05.2017 - 01.2020
Technical Support Advisor
Spectrum Communications
06.2015 - 02.2018
High School Diploma -
LBJ High School
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