Joyce Wardrip
San Marcos,CA
Summary
My goal is to use my education and my experience in the product support industry for more than ten years to empower patients with Diabetes and handle the challenges associated with this disease. Would like an opportunity to use my analytical mind, biotechnological knowledge, and medical device documentation requirements to assist in improving products and customer experiences with Dexcom products and software. Focused VOC Team supporting collaborative business strategies for long-term growth and success. Nurtures new and existing relationships through excellent communication, sound judgment and refined negotiation skills. Eager to improve administrative processes and resource coordination to maximize productivity and fiscal returns.
Overview
22
22
years of professional experience
Work History
Network and Applications Representative
Dexcom Inc
09.2014 - Current
- Traveled Internationally and in continental US to provide training support for new call center training material, mentoring, and coaching
- Review Qualtrics Surveys and reach out to patients with negative scoring to resolve issues and provide feedback to leadership team for coaching
- Supporting and troubleshooting Windows or Mac OS platforms (Max OSX 10, 10+ Windows 8 and above) Including mobile devices running Apple iOS and Android mobile operating systems
- Knowledgeable in SharePoint, OneNote, JIRA, Trello, Confluence documented clinical complaints, patient complaints, and product failures for FDA filings in Agile and OSC
- Serve as first point-of-contact for patients and medical professionals on all technical and service levels
- Take calls for educational inquires and complaints related to all Dexcom products, software and applications
- Reached out to escalated issues to resolve troubleshooting and anomalies with Dexcom Software Products and Hardware products
- Dexcom Clinical Trial participant in product testing since 2016
- Assisted in subsequent product training for agents as a result extensive product knowledge of both functionality and usage for all Dexcom products and systems
- Served as subject matter expect and mentor for new hires, new senior leadership, and trainers
- Contacted patients to resolved issues and negative comments in Qualtrics Surveys when Global Technical Support failed to have a successful interaction
- Assisted Leadership in Qualtrics processes and standard documentation of data
- Exceeded required Quality scores, AHT and wrap-up time
- Assisted in testing and providing feedback for Oracle Service Cloud from first roll out
- Verify all documents meet the Good Document Practice requirement
- Reviewed Service Complaints of new hires for coaching opportunities
- Contributed to the Knowledge base for educating other agents extensively
- Found missing complaints for malfunctioning equipment and attached email records to Service Complaints
Client Services Representative
Superior Vision Insurance
10.2010 - 12.2013
- Provided education for customers to setting up, reset and login into online member services
- Educated vendors on submitting online claims and accruing authorizations
- Provide timely and accurate information to incoming calls from external and internal customers
- Administrator of HIPAA protected documentations to providers and members.
Retention Customer Account Representative
Comcast Cable
10.2007 - 10.2010
- Overcame customers objections to continuing television, internet and home phone service
- Explained benefits, usage and pricing related to Comcast Cable video, high speed internet and phone products
- Troubleshoot and resolved technical issues with cable services, home network, internet services, and landline phone service
- Responded to inbound calls regarding questions, charges and payments for Comcast Cable invoices in to escalated customers.
Owner Relations Representative
Wyndham Vacation Resorts
06.2002 - 10.2007
- Resolved calls regarding ownership fees, scheduling challenges and issues with resort stays
- Resolved voicemail, email and phone call requests
- Trained owners are maximizing benefits
- Educated owners on use of benefits and options to maximize time share use.
Technical Support Representative, Tier II
Western Wireless Corporation
10.1999 - 05.2002
- Resolved wireless cell phone service utilizing several switch technologies
- Troubleshoot and resolved voicemail, texting, and mobile Internet connectivity issues
- Successfully managed a team of technical support team with minimal leadership support
- Trained team members on troubleshooting tasks and duties
- Created training materials and post training assessments in for fraud detection and prevention
- Volunteer
- American Youth Soccer
Education
AA Degree - Deaf Education
05.1998
Skills
- Escalations resolution
- Training
- Subject Matter Expert
- Windows and Mac OS Platforms
- Jira
- OneNote
- Trello
- Agile
- OSC
- Microsoft Word
- Outlook
- PowerPoint
- Excel
- Dexcom Clarity
- Studio
- Oracle
Languages
American Sign Language
Timeline
Network and Applications Representative - Dexcom Inc
09.2014 - Current
Client Services Representative - Superior Vision Insurance
10.2010 - 12.2013
Retention Customer Account Representative - Comcast Cable
10.2007 - 10.2010
Owner Relations Representative - Wyndham Vacation Resorts
06.2002 - 10.2007
Technical Support Representative, Tier II - Western Wireless Corporation
10.1999 - 05.2002
American River College - AA Degree, Deaf Education
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