Joyce Riley
Blackwell,OK
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Sagility Healthcare
08.2021 - 02.2022
- Answer inbound calls from pharmacies and medical providers
- Answer questions regarding healthcare insurance and pharmacy benefits such as pricing, medication refill information, and prior authorizations
- Provide excellent customer service with patience, empathy, and understanding
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed
- Building lasting relationships with clients and other call center team members based on trust and reliability
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
- Utilizing software, databases, scripts, and tools appropriately.
- Answered constant flow of customer calls with minimal wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Participated in team meetings and training sessions to stay informed about product updates and changes
Players Club Representative
Native Lights Casino
08.2017 - 09.2018
- Enrolling guests in company rewards program using Microsoft programs
- Providing guests with information about casino promotions such as drawings, contests, and raffles
- Answer phone calls and provide information without discussing customer's personal information
- Train new employees.
- Investigated and resolved customer inquiries and complaints quickly
- Promptly responded to inquiries and requests from prospective customers
- Developed and updated databases to handle customer data
- Created and maintained detailed database to develop promotional sales
- Implemented and developed customer service training processes
- Responded proactively and positively to rapid change
Cashier
Dollar General
06.2014 - 09.2015
- Time management and money handling
- Provide information on company products such as pricing
- Communicate with customers to help them find specific products throughout store
- Created positive environment for customers, other professionals, and myself.
- Greeted customers entering store and responded promptly to customer needs
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Worked flexible schedule and extra shifts to meet business needs
- Helped customers complete purchases, locate items, and join reward programs
- Restocked and organized merchandise in front lanes
- Worked closely with shift manager to solve problems and handle customer concerns
- Addressed customer needs and made product recommendations to increase sales
Education
High School Diploma -
Coyle Public Schools
Coyle, OK05.2011
Skills
- Customer service
- Leadership
- Teamwork
- Time-Management
- Empathy
- Patience
- Microsoft Excel
- Microsoft PowerPoint
- Active Listening
- Microsoft Word
- Customer Relations
- Critical Thinking
Timeline
Customer Service Representative
Sagility Healthcare
08.2021 - 02.2022
Players Club Representative
Native Lights Casino
08.2017 - 09.2018
Cashier
Dollar General
06.2014 - 09.2015
High School Diploma -
Coyle Public Schools
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