Joyce Tolson
Neology
Renton,WA
8
years of professional experience
Experienced case management professional with strengths in client advocacy, conflict resolution, documentation, and Microsoft Office Suite. Known for accurate reporting, active listening, and streamlining processes to support clients and resolve issues efficiently.
Work History
Case Managerr
2 Years 6 Months- Processed email applications for Good To Go windshield decals, enabling drivers to access HOV lanes and maintain toll compliance.
- Executed daily account setup and system activation for new clients upon their receipt of mailed hardware.
- Educated clients on risk mitigation, ensuring proper decal placement to prevent substantial traffic fines or license suspensions.
- "Processed customer transactions across multiple merchant platforms, securely accepting payments via PayPal, Stripe, Klarna, Visa, and MasterCard."
- "Developed and maintained comprehensive daily tracking spreadsheets to monitor financial transactions, effectively auditing paid accounts and isolating outstanding balances for resolution."
Member Service Representative
2 Years 5 Months- Maintained high-quality service by adhering to company policies and standards during all member interactions.
- Gave all members their current benefits they had with their Medicare Advantage package.
- Took payments for the members' premiums or their co-payments for their providers.
- Used SPOT their intranet system they used to look up their benefits or different procedures being done.
- Used EPIC their main interface system they used for billing.
- Used Microsoft TEAMs for all of the team huddles to discuss the day duties. and also to talk with all team members of Kaiser.
Technical Support Porting Specialist
2 Years 7 Months- Coordinated and processed phone number order requests for local rate centers, ensuring timely fulfillment and compliance with regulations.
- Led cross-functional teams to enhance operational efficiency and customer satisfaction.
- Implemented process improvements that streamlined service delivery for enhanced productivity.
- Analyzed performance metrics to identify trends and optimize service offerings effectively.
- Assisted with processing premium directory listings
- Collaborated with IT teams to integrate new technologies, improving system functionality and user experience.
Education
High School Diploma
Associate Degree in Information Systems - Computer And Information Systems
Skills
Case management
Case documentation
Case notes
Documentation
Time management
Conflict resolution
Technical troubleshooting
Microsoft Office
Email and telephone etiquette
Microsoft Office Suite
Client care coordination
Service delivery optimization
Timeline
Case Managerr
Neology
10.2023 - 04.2026Read More
Member Service Representative
Kaiser Permanente. -Call Center
02.2021 - 07.2023Read More
Technical Support Porting Specialist
Ziply Fiber
04.2018 - 11.2020Read More
Renton Technical College
High School Diploma
Read More
Campus
Associate Degree in Information Systems from Computer And Information Systems
Read More