Joyce Ross
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Customer Service Representative/Customer Service Account Specialist
IntouchCX-Orlando/New York Times
09.2021 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted available products and services to customers during service, account management, and order calls.
Licensed Massage Therapist
Fulmore Chiropractor
02.2005 - 03.2020
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Maintained client treatment records and designed long-term care programs for return customers.
- Maintained clean and professional massage therapy environment with stringent adherence to sanitization protocols.
Education
No Degree - Medical Billing And Coding Certificate
Valencia College
Orlando, FL12.2021
Associate of Arts - General Studies
Valencia College
Orlando, FL12.2020
Skills
- Customer Service and Assistance
- Enrollment Assistance
- Documenting Calls
- Call Volume and Quality Metrics
- Team Goals
- Understanding Customer Needs
- Issue and Complaint Resolution
- Customer Account Management
- Complex Product Knowledge
- Calm and Professional Under Pressure
- Billing Adjustments and Refunds
- Customer Retention Strategies
- Productivity Standards
Timeline
Customer Service Representative/Customer Service Account Specialist
IntouchCX-Orlando/New York Times
09.2021 - Current
Licensed Massage Therapist
Fulmore Chiropractor
02.2005 - 03.2020
No Degree - Medical Billing And Coding Certificate
Valencia College
Associate of Arts - General Studies
Valencia College
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